Technical Product Manager

This role is hybrid with 2 days on site per week in Guelph, Ontario.


Position Overview

Reporting to the Chief Digital Officer (CDO) or designate, the Technical Product Manager will design, develop, and improve solutions by merging customer needs with technical knowledge to deliver new or improved solutions. This role will oversee process lifecycle, development efforts, planning, and execution. This is an exciting opportunity to collaborate with cross-functional teams, ensure product quality and compliance while providing strategic technical guidance with vendors to meet demands and business objectives.

This role is pivotal in delivering strategic initiatives that optimize customer-facing applications, including our CRM, web portal, and contact center solutions which involves a Mapping Improvement Initiative.

They will play a key role acting as the central connector between business stakeholders, technical teams, and end users to deliver solutions that improve safety, efficiency and stakeholder experience, aligning these technologies to meet evolving customer needs and support the organization’s mission. The Product Engineer will work closely with senior leadership and vendors to ensure that digital products align with business goals and deliver innovative customer experiences.


Primary Responsibilities:

• Lead product lifecycle management from concept to launch and ongoing enhancements.
• Integrate technologies, including cloud solutions, open-source frameworks, and Microsoft platforms to enhance digital customer engagement and streamline platform operations.
• Drive improvements across customer platforms to boost efficiency, agility, and responsiveness.
• Ensure seamless integration and optimization of CRM, web, and contact center technologies to support digital transformation.
• Hands-on experience with Microsoft Dynamics 365, including making simple configuration changes (e.g. fields, forms, views) and resolving level 1 support tickets such as basic user issues and routine system troubleshooting
• Practical experience with ESRI and related mapping platforms, including performing basic configuration tasks (e.g., layer management, map setup, symbology adjustments) and handling level 1 support requests such as user access issues and routine troubleshooting.
• Collaborate with the business partners, and technology teams to establish a technology roadmap aligned with the client’s mission.
• Manage relationships with external vendors, solution providers, and stakeholders to ensure product quality and service delivery.
• Champion innovative solutions that improve customer engagement, satisfaction, and ease of interaction.
• Lead initiatives to redesign and improve customer interaction capabilities, ensuring platforms are intuitive, responsive, and user-friendly.
• Promote continuous improvement and encourage collaboration across cross-functional teams to meet organizational goals.
• Collaborate with internal teams, including IT, Operations, Stakeholder Relations, and Compliance, to define and deliver high-value product solutions.
• Compliance and Governance: ensure compliance with internal policies, regulations, and industry standards across all customer platforms.
• Maintain robust documentation, policies, and standards to support platform operations and governance.
• Monitor product performance, adoption, and satisfaction through metrics and feedback loops.
  
  
  

Qualifications:

• Strong knowledge of product management methodologies, tools, and practices.
• Leadership Skills: Proven ability to lead projects and influence cross-functional teams through building relationships with senior stakeholders.
• Strategic Leadership: Strong capability to develop and execute long-term project plans, translating vision into reality with a focus on customer satisfaction.
• Problem-Solving Expertise: Demonstrated critical thinking skills to tackle complex issues, drive solutions, and align with customer experience goals.
  
  
  

Experience Requirements :

• 10+ years’ experience in product management
• 10 years’ experience with overseeing technical projects that support a mid-level enterprise size organizations operating in a hybrid model with continuous operations year-round.
• Demonstrated experience in building and delivering customer-focused digital platforms in a high-profile organization, with a strong emphasis on CRM, web app integrations, and contact center technologies.
• Proven experience implementing the strategic vision into reality
• Previous experience managing multiple projects and coordinating with various internal and external stakeholders including project budget management experience is preferred
• Experience working with cross-functional technical and business teams.
  
  
  

Education

University degree in Computer Science, Product Management or related field preferred; or a relevant discipline or combination of post-secondary education and experience.

• 10 years’ experience in product management
• 10 years’ experience with overseeing technical projects that support a mid-level enterprise size organizations operating in a hybrid model with continuous operations year-round.
• Demonstrated experience in building and delivering customer-focused digital platforms in a high-profile organization, with a strong emphasis on CRM, web app integrations, and contact center technologies.
• Proven experience implementing the strategic vision into reality
• Previous experience managing multiple projects and coordinating with various internal and external stakeholders including project budget management experience is preferred
• Experience working with cross-functional technical and business teams.
  
  
  

This role is Full-Time/ Permanent employment

Hybrid: 2 days on site per week

Location: Guelph, ON