Senior Product Manager, Digital Channels
About The Position
We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach. Join the IT E-Commerce & Digital Marketing team at Flair as the Senior Product Manager, Digital Channels, where you'll play a key role in defining and executing the strategy for our customer-facing digital platforms. Reporting to the Director, E-Commerce, you will be responsible for leading the vision, roadmap, and continuous evolution of our website, mobile app, digital booking experience, and other online customer touchpoints. Working closely with Commercial, Marketing, Revenue Management, Customer Experience, Digital, IT, and external technology partners, you will deliver innovative, customer-centric digital solutions that enhance the end-to-end customer journey, increase digital engagement and conversion, drive ancillary revenue growth, and support Flair's overall commercial strategy. This role is an on-site position based in either our Calgary, AB, Edmonton, AB, Vancouver, BC or Toronto, ON office.
Requirements
- Bachelor's degree in Business Administration, Information Technology, Computer Science, Digital Marketing, Engineering, or a related field.
- Minimum of five (5) years of progressive experience in digital product management, digital strategy, e-commerce, or a related field.
- Proven experience managing customer-facing digital products, including websites, mobile applications, digital booking platforms, or other online customer channels.
- Demonstrated success leading the full product lifecycle, from product strategy and roadmap development through implementation, launch, and continuous optimization.
- Proven experience using customer insights, analytics, and key performance indicators (KPIs) to drive product decisions, improve customer experience, and optimize digital performance.
- Experience managing third-party technology vendors, digital platforms, and strategic partner relationships.
- Strong understanding of Agile product development methodologies, user experience (UX) principles, and digital product delivery.
- Clear criminal record check and satisfactory references.
- Must be legally eligible to work in Canada without restriction.
Nice To Haves
- Experience within the airline, travel, hospitality, e-commerce, or another customer-facing digital business is considered an asset.
- Experience with digital commerce, online booking platforms, ancillary revenue products, and customer self-service solutions is considered an asset.
- Experience using Jira, Office 365 and GTM required. Contentful, Optimizely, airline reservation systems and digital asset management platforms is a plus.
Responsibilities
- Develop and execute the digital product strategy and roadmap for customer-facing digital channels, including the website, mobile application, booking experience, and other online platforms.
- Serve as the business owner for digital channels, ensuring digital products align with commercial objectives, customer expectations, and the organization's strategic priorities.
- Lead the end-to-end product lifecycle, including product planning, business requirements, prioritization, implementation, testing, release management, and ongoing optimization.
- Partner with Commercial, Marketing, Revenue Management, Customer Experience, IT, and Digital teams to identify, prioritize, and deliver digital initiatives that improve customer engagement, conversion, and ancillary revenue.
- Define and prioritize product features, enhancements, and digital capabilities based on customer insights, business value, data analytics, and technical feasibility.
- Monitor digital product performance by establishing and tracking key performance indicators (KPIs), analyzing customer behaviour, and leveraging insights to drive continuous improvement.
- Lead user acceptance testing (UAT) and support the successful deployment of new digital capabilities, ensuring solutions meet business, operational, and customer requirements.
- Manage relationships with third-party technology vendors and digital partners, ensuring service delivery, product performance, issue resolution, and alignment with business objectives.
- Collaborate with UX/UI designers, developers, and business stakeholders to deliver intuitive, accessible, and high-performing digital experiences across all customer touchpoints.
- Ensure digital products comply with applicable regulatory, security, privacy, accessibility, and data governance requirements.
- Monitor industry trends, emerging technologies, and competitive developments to identify opportunities for innovation and continuous enhancement of Flair's digital channels.
- Develop and maintain product documentation, business requirements, user stories, and release communications to support product governance and stakeholder alignment.
- Perform other duties and responsibilities as assigned.
Benefits
- Comprehensive Salary - A salary that reflects your experience and contributions.
- Comprehensive Benefits - Competitive medical and dental coverage, disability insurance, life insurance, and an employee and family assistance program.
- Retirement Savings - A pension plan with employer-matched contributions.
- Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
