Product Owner, Self Serve & Support

We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate.

You will shape intuitive, high-impact digital support experiences that help customers discover, transact, troubleshoot, and get support anytime, anywhere.

As Product

Owner, Self-Serve & Support, you will lead the strategy and delivery of customer support journeys across Web, App, Search, and AI channels. You will partner with Digital Product Owners, Engineering, IT, UXD, Customer Experience, and business stakeholders to improve customer satisfaction, increase digital adoption, and deliver measurable business impact. Own the product strategy and roadmap for digital support, onboarding, and self-service experiences.

Align priorities across Business and Digital roadmaps to deliver consistent customer experiences. Champion a digital-first mindset focused on customer value and business outcomes. Make clear trade-off decisions across customer needs, business priorities, and technical constraints.

Apply curiosity, resourcefulness, and accountability to solve complex technical, platform, and operational challenges. Lead delivery of Digital Serve & Support initiatives from intake, discovery, design, and build through launch readiness. Partner with Web, App, Search, and AI teams to design integrated journeys and channel handoffs.

Launch features, measure performance, and iterate against KPIs tied to cost optimization, adoption, revenue, and churn reduction. Improve key customer journeys across onboarding, account management,



billing, troubleshooting, plan changes, and support. Use search and AI-driven discovery to help customers find answers, complete tasks, and receive personalized conversational support.

Define support experience metrics with Search and AI teams to guide optimization and continuous improvement.

Align

Digital, Technology, Care, Marketing, and Business stakeholders on priorities, sequencing, and delivery decisions. Communicate customer impact, trade-offs, and outcome-based recommendations to support decision-making. Identify risks to customer experience, adoption, and operating cost, and drive action to address them. 3+ years of hands-on product ownership or product management experience with customer-facing digital products.

Experience delivering digital self-service, support, onboarding, account management, or conversational support experiences at scale. Strong understanding of support UX patterns, accessibility, personalization, content management, analytics, experimentation, and A/B testing. Proven ability to manage the full product lifecycle, including strategy, discovery, delivery, launch, measurement, and continuous improvement.

Experience working in Agile, hybrid, and traditional delivery models. Thorough problem-solving skills using structured methods such as 5 Whys, root cause analysis, and Pareto analysis. Bachelor’s degree in Computer Science, Engineering, Business, or a related field; a postgraduate or advanced degree is an asset.

We believe in investing in our people and helping them reach their potential as valuable members of our team.



Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs. Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.

Company matching contributions to charities you support Employee & family assistance program Virtual Healthcare Our commitment to the environment and diversity Work for an organization committed to environmental protection Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. To protect our people, brand and assets, a pre-employment background check will be conducted. Schedule:Full time

Shift: Day

Length of Contract: Not Applicable (Regular Position)

Travel Requirements: Canadian Criminal Record Check

Posting Category/Function: Digital & eCommerce To support growth opportunities, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance. At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong.

We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best.

Corporate

Pension plan & Employee stock options Leadership development, Mentorship, and Coaching programs available for full-time and part-time permanent employees, some restrictions apply #

📌 Product Owner, Self Serve & Support (Toronto)
🏢 Rogers communications
📍 Toronto