Director, Product Management at Gateway Services Inc.

Job Overview

Gateway operates in a unique service environment where trust, transparency, operational precision, and compassionate customer experiences are essential. The platforms supporting our business do more than manage data, they enable veterinary partners, care center teams, and pet families to interact seamlessly during some of life's most meaningful and emotional moments.

As Director, Product Management, Platforms, you will help build the digital foundation that supports these experiences while enabling Gateway's continued growth across North America.

This is a high-impact, high-visibility product leadership role at the center of Gateway’s digital growth strategy. As Director, Product Management, Platforms, you will own the foundational platforms that enable Gateway to deliver consistent, transparent, and compassionate experiences for veterinary partners and pet families across North America, spanning product data, pricing, content operations, and strategic partner integrations.

These are not back-office IT projects. They are the infrastructure layer that enables faster product launches, consistent pricing, scalable content operations, and deeper connectivity with our partners. Your work will directly drive revenue growth, operational efficiency, and Gateway’s ability to expand into new markets and services.

This is a senior individual contributor role, reporting to the Chief Customer Office. It is embedded in a cross-functional environment and partnering closely with Marketing, Operations, Finance, and Commercial teams. You will be leading critical platform initiatives from strategy through execution, acting as the connective tissue between technical delivery and business impact. The right person for this role is energized by ownership, comfortable being hands-on, and thrives in a lean, high-trust environment where results speak for themselves.

Duties & Responsibilities

Define and Drive Platform Strategy

• Own the product strategy, roadmap, and success metrics for Gateway’s platform foundations, ensuring each platform investment delivers measurable business value.
• Establish a single source of truth for service offerings, memorial products, pricing, and content across all customer, partner, and internal systems.
• Translate requirements from Marketing, Operations, and Finance teams into prioritized, well-scoped platform capabilities.
• Evaluate and recommend platform vendors, integration approaches, and build-vs-buy decisions based on business fit, scalability, and implementation complexity.

Define and Enable Core Business Platform Capabilities

• Lead the end-to-end selection, implementation, and adoption of foundational platforms that manage Gateway’s product data and digital content across all channels and systems.
• Normalize service, pricing, and product data to create a consistent foundation for customer experiences, veterinary partner interactions, and operational execution across Gateway's network.
• Enable non-technical teams to manage and publish content without Engineering dependency, reducing time-to-market for campaigns and experience updates.
• Integrate platforms with downstream digital properties to ensure data and content consistency at scale.

Expand Partner and System Integrations

• Own the strategy and delivery for integrations between Gateway's platforms and key third-party systems, including veterinary practice management systems, partner technologies, and other solutions that support the customer and clinic experience.
• Manage partner relationships through integration design, build, and launch, ensuring technical delivery meets operational requirements on both sides.
• Track integration adoption and usage post-launch, iterating based on partner feedback and performance data.

Drive Adoption Across the Organization

• Own change management, training, and stakeholder communication to ensure platform adoption across Marketing, Operations, and Finance teams.
• Act as the primary point of accountability for platform questions, escalations, and cross-functional alignment.
• Report on platform adoption, delivery status, and business impact on a regular cadence to leadership.

Partner with Engineering on Delivery

• Work closely with Engineering leadership to define requirements, manage implementation timelines, and ensure quality delivery across internal and outsourced resources.
• Participate in release planning, sprint reviews, and QA to keep platform launches on track and meeting defined acceptance criteria.

Education, Training & Qualifications

Education

• Bachelor's degree in Business, Computer Science, Information Systems, Engineering, Marketing, or a related discipline, or an equivalent combination of education and experience.
• Equivalent combination of education and relevant experience will be considered.
• MBA or other advanced business or technology-related degree is considered an asset.

Professional Experience

• 7+ years of progressive Product Management experience, including ownership of enterprise platforms, digital products, or business-critical systems.
• Demonstrated experience leading platform strategy, roadmap development, implementation, and adoption within a complex, multi-stakeholder environment.
• Experience supporting service-based, healthcare, veterinary, logistics, hospitality, or other multi-location operating businesses is considered an asset.
• Proven success delivering enterprise technology initiatives that drive measurable business outcomes.

Technical Knowledge

• Strong understanding of platform ecosystems, data governance, systems integration, and digital experience architecture.
• Experience with one or more of the following: Product Information Management (PIM),
• Content Management Systems (CMS), Pricing platforms. ERP systems, CRM platforms,
• API and integration technologies
• Familiarity with Agile product development methodologies and product lifecycle management.

Preferred Certifications

• Certified Scrum Product Owner (CSPO)
• Pragmatic Institute Product Management Certification
• SAFe Product Manager/Product Owner Certification
• Project Management Professional (PMP)
• Product Management certifications from recognized industry organizations

Leadership and Business Competencies

• Strong strategic thinking and business acumen.
• Ability to translate customer, partner, and operational requirements into scalable platform solutions.
• Experience influencing cross-functional teams without direct authority.
• Strong analytical, vendor management, and stakeholder engagement skills.
• Excellent written, verbal, and presentation communication skills.

Skills

Skills & Abilities

• Product strategy and roadmap development.
• Enterprise platform selection, implementation, and optimization.
• Strong understanding of platform ecosystems, data management, and systems integration.
• Experience with PIM, CMS, ERP, CRM, pricing, and other enterprise platforms.
• Vendor evaluation, contract management, and build-versus-buy decision making.
• Agile product management and product lifecycle methodologies.
• Business process analysis and requirements gathering.
• Data-driven decision making and performance measurement.
• Financial acumen, including business case development and ROI analysis.
• Change management and organizational adoption planning.
• Excellent written, verbal, and presentation communication skills.

Abilities

• Ability to operate effectively in a high-accountability, high-ownership environment, demonstrating initiative, sound judgment, and a commitment to delivering results.
• Ability to translate complex business needs into scalable platform solutions.
• Ability to connect technology investments to measurable business outcomes.
• Ability to influence and align cross-functional stakeholders without direct authority.
• Ability to balance strategic thinking with hands-on execution.
• Ability to manage multiple priorities and complex initiatives in a fast-paced environment.
• Ability to assess risk, make sound decisions, and operate effectively in ambiguous situations.
• Ability to communicate technical concepts clearly to non-technical audiences.
• Ability to build credibility and trust with leaders across Operations, Marketing, Finance, Commercial, and Technology functions.
• Ability to identify opportunities for process improvement, efficiency, and scalability.
• Ability to lead organizational change and drive adoption of new platforms and processes.
• Ability to analyze data, identify trends, and make recommendations that support growth and operational excellence.
• Ability to understand the needs of veterinary partners, internal stakeholders, and pet families, and incorporate those perspectives into platform decisions.

Working Conditions

• This position is a hybrid role, and will be located in the greater Guelph area.
• Requires prolonged periods of sitting, working at a computer, and participating in virtual meetings.
• Requires the ability to communicate effectively through video conferencing, telephone, email, and other digital collaboration tools.
• Must be able to maintain a dedicated workspace with reliable internet connectivity and the ability to work independently.
• Work may involve managing multiple priorities, deadlines, and concurrent projects in a fast-paced environment.
• Occasional work outside of normal business hours may be required to support project deadlines, system implementations, vendor meetings, or collaboration across multiple time zones.
• Periodic travel may be required for team meetings, leadership events, vendor engagements, care center visits, or other business-related activities. Estimated travel: 10-25% (adjust based on your expectations).
• Must be able to travel by automobile and commercial airline when required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.