The Senior Product Manager, Product Operations Member Experience & Digital Health will lead the operational performance, optimization and continuous improvement of our Member Experience & Digital Health product ecosystem.

They will own the operational health of the Member digital experience and ensure member-impacting issues are identified, triaged, resolved and converted into long-term product improvements.

This role will focus on strengthening the backend systems, data flows, integrations and operational processes that enable scalable and reliable digital experiences.

The Senior Product Manager will identify and lead system improvements, manage complex technology and DTS-related issues, drive root-cause resolution, and coordinate cross-functional teams to improve platform performance, stability and member outcomes.

Working across Product, Technology, DTS, Data, Architecture, Operations and external partners, this role will serve as a key connector between product needs and technical execution, ensuring issues are resolved sustainably, recurring problems are eliminated, and the underlying platform continues to scale effectively.
**Position Responsibilities:**
Own the operational health, stability, and optimization of Member Experience & Digital Health capabilities, ensuring platforms are reliable, scalable, and deliver a seamless member experience.

Lead the identification, triage, and resolution of complex product, platform, data, integration, and technology issues, driving timely remediation and clear accountability across stakeholders.

Conduct root cause analysis to identify systemic issues, eliminate recurring problems, and implement sustainable solutions that improve long-term platform performance.

Partner closely with Product, DTS, Engineering, Architecture, Data, Operations, and external vendors to translate member and business needs into technical and operational improvements.

Monitor platform performance, operational metrics, KPIs, and service levels to identify trends, risks, and opportunities for continuous improvement.

Analyze member journeys, operational processes, and platform capabilities to identify gaps, inefficiencies, and opportunities to enhance the digital member experience.

Own and prioritize a Product Operations backlog and roadmap, balancing member impact, business value, risk, technical feasibility, and delivery effort.

Identify opportunities to improve backend systems, APIs, integrations, data flows, shared services, workflows, and platform processes to increase reliability, scalability, maintainability, and operational efficiency.

Coordinate cross-functional initiatives by establishing clear ownership, priorities, dependencies, milestones, and escalation pathways.

Collaborate with Product, Technology, Architecture, and Data teams to optimize integrations, data flows, and shared services while reducing technical debt and operational complexity.

Translate complex technical, operational, and data-related issues into clear business impacts, recommendations, and actionable decisions for stakeholders and senior leaders.

Champion scalable,



enterprise-wide solutions that can be leveraged across multiple business areas rather than creating one-off fixes.

Foster a culture of continuous improvement through proactive monitoring, operational excellence, problem management, and optimization initiatives.
**Preferred Qualifications:**
Experience: Minimum 7+ years of experience in Product Management, Product Operations, Technology Delivery, Platform Operations or a related discipline.

Robust understanding of backend systems, APIs, integrations, data flows, shared services and enterprise technology environments.

Demonstrated ability to lead complex incidents and problems through triage, root-cause analysis, remediation and continuous improvement.

Proven ability to work effectively with technology and enterprise IT organizations and navigate complex technology dependencies.

Strong communication skills with the ability to translate complex technical and operational issues into clear business implications and recommendations.

Ability to operate effectively in high-pressure environments, manage competing priorities and drive resolution of critical issues.

Exceptional relationship-building and influencing skills across Product, Technology, DTS, Data, Architecture, Operations and external partners.

High level of self-motivation, ownership and accountability for outcomes, with a bias toward action and resolution.

Demonstrated experience identifying systemic improvements, reducing operational friction and improving platform performance and reliability.

Experience with APIs, SDKs, integration patterns, data pipelines and enterprise platform environments is strongly preferred.
**When you join our team:**
We'll empower you to learn and grow the career you want.

We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we'll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración,



y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

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Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Toronto, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$92,900.00 CAD - $142,900.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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📌 Senior Product Manager, Product Operations Member Experience & Digital Health (Montreal)
🏢 Manulife
📍 Montreal