Product Owner (Customer and Agent Platforms)

Xplore Inc•Oni, PE

About The Position

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living, committed to improving the broadband experience for all Canadians by building a world-class fibre optic and 5G wireless network. They are seeking an experienced Product Owner to lead the vision, strategy, and delivery of critical customer-facing and operational technology platforms within a telecom environment. This role will own end-to-end product roadmaps for platforms such as CRM, Telephony, IVR, Contact Center, and related customer engagement technologies, ensuring solutions drive measurable customer experience, operational efficiency, and business outcomes. The Product Owner will work closely with business stakeholders, technology teams, vendors, and agile delivery squads to translate business needs into prioritized backlogs and deliver scalable, reliable solutions. Success is measured by timely delivery of a prioritized product roadmap that drives measurable improvements in customer and agent experience, operational efficiency, and platform stability, tracked through KPIs like customer satisfaction, self-service and call containment rates, reduction in handle time and defects, stakeholder confidence, and the platform’s ability to support future business needs.

Requirements

5+ years of experience as a Product Owner in telecommunications, digital services, or other large-scale customer environments
Strategic thinking with strong execution focus
Experience leading platform modernization or cloud transformation initiatives
Familiarity with API-based integrations and microservices architectures
Exposure to AI-driven customer care, chatbots, or speech analytics
Strong understanding of customer experience principles and journey-based delivery
Hands-on experience working with agile development teams (Scrum, Kanban)
Demonstrated ability to translate customer needs and business goals into clear product requirements
Comfort working in complex environments with multiple systems, integrations, and dependencies
Strong stakeholder management and communication skills
Ability to use data, insights, and experimentation to guide product decision
A strategic customer-first mindset with a focus on measurable outcomes

Responsibilities

Own and drive the product vision and multi-year roadmap for customer and agent platforms (CRM, Telephony, IVR, Contact Center, workforce tools, integrations).
Align product roadmaps with enterprise strategy, customer experience goals, and operational priorities.
Identify opportunities to modernize platforms leveraging cloud, automation, APIs, and AI where applicable.
The roadmap balances run-the-business stability with modernization and innovation.
Trade-offs are made transparently, with strong alignment to customer and business outcomes.
Partner with Customer Operations, Sales, Marketing, and Network teams to understand business needs and pain points.
Act as the primary voice of the customer and business for assigned platforms.
Lead stakeholder reviews, roadmap discussions, and trade-off decisions with clarity and influence.
Own and maintain the product backlog, including epics, features, and user stories.
Clearly define business requirements, acceptance criteria, and success metrics.
Prioritize work based on value, risk, dependencies, and capacity.
Participate actively in agile ceremonies (PI planning, sprint planning, reviews, retros).
Provide ongoing guidance to developers and testers throughout the sprint.
Enable incremental delivery in complex telecommunications environments with multiple systems and dependencies.
Collaborate with architecture, engineering, and security teams to ensure scalable and compliant solutions.
Manage relationships with technology vendors and system integrators, including roadmap alignment and delivery oversight.
Ensure solutions integrate effectively across CRM, telephony, IVR, billing, and analytics ecosystems.
Leverage user insights, analytics, complaints, call drivers, and churn data to guide backlog priorities.
Validate requirements against real customer/agent's journeys and scenarios.
Partner with UX, service design, and research teams to deliver intuitive and accessible experiences.
Support experimentation, MVPs, and test-and-learn approaches to validate product ideas.
Ensure consistent experiences across digital, customer care, and retail channels.
Define and track KPIs (e.g., call containment, AHT, FCR, NPS, system performance, adoption).
Leverage data and insights to continuously improve platform capabilities and customer journeys.
Champion best practices in product management, agile delivery, and customer-centric design.
Ensure features meet security, privacy, and regulatory requirements.
Identify and mitigate risks related to service continuity, data integrity, and customer impact.
Validate that new capabilities integrate smoothly with existing systems and journeys without degrading the customer experience