Product Owner, Contact Center Pod

The role

The Product Owner, Contact Center Pod defines, prioritizes, and delivers capabilities to enhance customer and advisor experiences. This role translates requirements into a prioritized backlog to drive business outcomes within the contact center ecosystem.

What you will do

• Own and communicate the Contact Center Pod vision, roadmap, priorities, and measurable outcomes.
• Create, maintain, and prioritize the product backlog.
• Define epics, features, user stories, and acceptance criteria.
• Serve as the primary decision-maker for backlog prioritization.
• Participate in sprint planning, backlog refinement, reviews, and retrospectives.
• Validate delivered functionality and ensure business requirements are met.
• Collaborate with Contact Center Operations, Technology, Compliance, Risk, Architecture, and Business stakeholders.
• Drive evolution of omnichannel servicing capabilities, AI, automation, digital channels, CRM integrations, and workforce enablement.

Required qualifications

• 5+ years of experience in Product Ownership, Product Management, Business Analysis, or related roles.
• Demonstrated experience working within Agile delivery frameworks and cross-functional teams.
• Proven experience prioritizing and managing product backlogs in complex business environments.
• Strong understanding of contact center operations, customer service delivery, advisor workflows, service metrics, and customer journey management.
• Experience supporting or delivering Contact Center technologies, including CCaaS platforms, omnichannel servicing capabilities, intelligent routing, workforce optimization, CRM integrations, and digit
• Strong ability to communicate, influence, and align multiple stakeholder groups.

Nice to have

• Experience within banking, insurance, wealth management, or another regulated industry
• Familiarity with cloud-native contact center architectures and AWS services
• Bachelor's degree in business, Information Technology, Computer Science, Engineering, or a related discipline
• Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager, Agile Certification, or equivalent

Benefits

• Discretionary annual bonus
• Health and dental plans with 100% of the premiums covered
• Employee Assistance Program
• Retirement savings options
• Reimbursement for tuition assistance and professional development
• Discounts through Perkopolis
• Rewards and recognition programs

Before you apply

• Notify MFSG if you require accommodation for interview materials or procedures

About the company

Momentum Financial Services Group is the team behind Money Mart, Canada’s largest non-bank branch network. They provide financial solutions for underserved communities, including short-term loans, money transfers, and prepaid cards.