Product Owner (Customer and Agent Platforms)

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
 

We 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. In this role, you 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 in this role is measured by the timely delivery of a prioritized product roadmap that drives measurable improvements in customer and agent experience, operational efficiency, and platform stability. Outcomes are tracked through KPIs such as 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.

Key responsibilities include:

• 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.

Agile Delivery & Backlog Ownership

You will work closely with agile teams to ensure high-quality, incremental delivery.

• 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.

Champion the Voice of the Customer

You will advocate for the customer (internal and external) in every product decision.

• 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

You will focus on results, not just delivery.

• 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.

• You will balance innovation with operational excellence and customer trust.
• 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

• A well-defined, prioritized roadmap exists for CRM, Telephony, IVR, and Contact Center platforms. 
• Tangible Improvements in customer and Agent Experience (FCR, AHT, Call Containment, self-serve success, NPS/CSAT, Agent Productivity and adoption)
• CRM workflows reduce friction for frontline teams.
• Predictable High-Quality Delivery, Agile teams consistently deliver valuable increments, not just output.
• Strong Stakeholder confidence and alignment

The ideal candidate will possess:

• 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

Why Join Xplore

At Xplore, you’ll have the opportunity to help shape how connectivity experiences evolve for customers across Canada.

You’ll work alongside teams that are passionate about improving the customer experience while delivering meaningful product innovations in a dynamic and growing organization.

This is an opportunity to make a real impact on how customers discover, connect with, and rely on Xplore services every day.

Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process. 

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.