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. Our mission is to deliver reliable, high-quality internet and seamless digital experiences that empower customers in rural communities across the country.

We're looking for a Digital Product Manager to shape the strategy, business case, and roadmap behind the customer journeys that define how people interact with Xplore—from onboarding and service assurance to support and retention. This role will sit within the Customer Experience Strategy and Digital Innovation team as part of the Customer Office, playing a critical role in delivering top strategic priorities with an emphasis on digital channels.

In this role, you will work at the intersection of customer insight, business strategy, and technology delivery, building the strategic case for customer experience initiatives, defining how success will be measured. You will guide cross-functional teams to translate customer needs and CX strategy into actionable product outcomes via app, web, and that drive measurable improvements in satisfaction, loyalty, and operational performance.

Success in this role means building a transparent, well-justified product strategy that simplifies customer interactions, increases digital adoption, minimizes friction, reduces churn, and creates meaningful, measurable improvements in the end-to-end customer journey.

Support Strategic Product Planning and Analysis

You will help set the strategic direction for a portfolio of customer-facing digital products including app, web, and agentic AI platforms through rigorous strategic analysis and planning.

Conduct strategic product planning for key customer journeys across acquisition, onboarding, usage, support, and retention

Perform market, competitive, and customer analysis to identify opportunities, size their potential impact, and inform product direction

Translate CX priorities—such as frictionless onboarding, proactive service assurance, and digital-first interactions—into a clear, multi-quarter product strategy and roadmap

Assess trade-offs across customer outcomes, business value, regulatory requirements, and technical feasibility to shape investment priorities

Continuously validate that the product strategy creates real, measurable value for customers and the business

Build and maintain a multi-quarter product roadmap for app, web, and agentic AI experiences, sequencing initiatives by customer impact, business value, and delivery capacity

Partner with Customer Intelligence to ground roadmap priorities in research and journey analytics





Work with UX Design, Product and Strategy leaders to develop user flows, wireframes, and prototypes that define the intended customer experience before builds

Collaborate with Product Owners to define features, epics, user stories, and acceptance criteria—alongside non-functional requirements such as performance, accessibility, security, and privacy

Partner with agile delivery teams and external partners to ensure product strategy is translated into clear requirements and priorities

Support rapid prototyping via incremental, test-and-learn delivery in complex telecommunications environments with multiple systems and dependencies

Champion the Voice of the Customer

You will advocate for the customer in every strategic and product decision.

Partnering with the Customer Intelligence team, leverage customer insights, behavioural analytics, complaints, call drivers, and churn data to inform strategy and priorities

Validate strategic assumptions against real customer journeys and scenarios

Partner with UX, channel leaders, technology and research teams to shape intuitive and accessible experiences

Leverage experimentation, MVPs, and test-and-learn approaches with real customers to validate product ideas before committing significant investment

You will build the analytical foundation that secures investment of time and resources, and aligns leadership around the right initiatives.

Partner with Finance, Strategy, and senior leadership to validate assumptions and secure funding and resource allocation for prioritized initiatives

Present recommendations and trade-offs to executive and cross-functional audiences in a clear, data-driven manner

Define and Track Performance KPIs

Collaborate with customer intelligence, data and analytics colleagues to establish and track key performance indicators for your portfolio of customer experience initiatives, such as Net Promoter score, Customer acquisition, Digital adoption rates, Self-service usage, Time-to-Market for new initiatives and features, and customer retention.

Use insights and analytics to monitor performance against KPIs and continuously refine product strategy and priorities

Report on outcomes and impact to leaders using consistent, credible performance data





You will balance innovation with operational excellence and customer trust.

Ensure customer-facing initiatives are planned with security, privacy, accessibility and regulatory requirements in mind

Identify and mitigate strategic and operational risks related to service continuity, data integrity, and customer impact

Validate that new capabilities integrate smoothly with existing systems and journeys without degrading customer experience

A clear, well-supported product strategy and roadmap for the customer journey of the future grounded in strong analysis and business cases

Successful deployment of digital-first products that drive better customer experiences with greater efficiency and lower costs

Measurable improvements in customer acquisition, retention, NPS, and digital adoption against established KPIs

Reduction in call drivers and customer effort through improved journeys

Proven experience as a Product Manager in digital services or other large-scale consumer-facing environments

A strategic, analytical, customer-first mindset with a focus on measurable outcomes

Early adoption of AI and sophisticated data analytics to inform, accelerate, and enhance product development, deployment, and user experience

Strong track record in strategic product planning and analysis, including market, competitive, and opportunity analysis

Experience establishing and tracking performance KPIs to measure product and business impact

Demonstrated ability to translate customer needs and business goals into clear product strategy and requirements

Experience shaping omnichannel digital customer journeys featuring self-service experiences

Excellent stakeholder management and communication skills, including with senior leadership

Familiarity working directly with agile delivery teams is beneficial, though this role centers on strategy, planning, and business outcomes rather than day-to-day backlog ownership

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 chance to make a real impact on how customers discover, connect with, and rely on Xplore services every day.

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. Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process.

📌 Responsable de Produit Digital (Product Owner) (Markham)
🏢 Xplore
📍 Markham