Product Owner, Client & Digital Support

About the Role
MRI Software is transforming how we build and deliver solutions through a new Applied AI division within our Revenue Applications organization. We're looking for a Product Owner, Client & Digital Support who combines strong business acumen with a deep understanding of customer support operations and Salesforce. This person will partner directly with our Support organization to identify business challenges, rethink existing processes, and turn opportunities into practical solutions that improve both the customer and employee experience. This is not a traditional Product Owner role where great ideas sit in a backlog waiting for development capacity. Our Applied AI model is designed to dramatically shorten the distance between idea and impact. You'll have the opportunity to identify a problem, shape the solution, and leverage Salesforce and AI-enabled development tools, including Claude, to bring that solution to life quickly. You don't need to be a software developer to succeed here. We're looking first for someone who understands the business, knows Salesforce, asks the right questions, and can identify opportunities to transform Support. We'll help the right person develop the AI-enabled technical skills needed to turn those ideas into working solutions.

What You'll Do
Partner with the Business
• Build strong partnerships with Support leaders, frontline teams, and other stakeholders to understand business challenges, pain points, and opportunities.
• Become a trusted advisor to the Support organization, helping stakeholders think differently about how technology, automation, and AI can improve their operations.
• Look beyond requested features to understand the underlying business problem and determine the best solution.
• Challenge existing processes and assumptions when there's an opportunity to create a simpler, faster, or more scalable approach. Transform the Support Experience
• Identify opportunities to improve agent productivity, customer experience, case management, knowledge management, self-service, routing, and other critical support workflows.
• Look for manual or inefficient processes that can be improved through Salesforce, automation, self-service, or AI.
• Help define the future state of digital support and how emerging AI capabilities can improve the way MRI serves its customers.
• Develop solutions with measurable business outcomes such as reduced manual effort, improved resolution time, increased self-service, better agent productivity, or improved customer experience. Turn Ideas Into Solutions
• Translate business challenges into actionable requirements and practical solutions within Salesforce.
• Own initiatives from discovery and prioritization through solution definition, implementation, deployment, adoption, and measurement.
• Leverage AI-enabled development tools to rapidly prototype, iterate, and bring ideas to life.
• Work within an AI-first development model built to enable faster delivery without the traditional constraints of development capacity.
• Experiment, learn quickly, and continuously identify new ways AI can solve meaningful business problems. Own the Product
• Develop and communicate product priorities based on business value, customer impact, and organizational objectives.




• Own and prioritize requirements, enhancements, and product backlog items.
• Translate business needs into clear user stories, requirements, and acceptance criteria.
• Collaborate with Salesforce, technical, product, and business stakeholders throughout delivery.
• Ensure solutions address the original business problem and deliver measurable value.
• Gather feedback after deployment and use data and stakeholder input to continuously improve solutions. What You Bring Essential Experience
• Solid understanding of customer support operations, including areas such as case management, agent workflows, escalation processes, support channels, knowledge management, self-service, and customer experience.
• Strong working knowledge of Salesforce, particularly Service Cloud, and an understanding of how Salesforce can be used to improve and transform business operations.
• Experience partnering directly with business stakeholders to uncover pain points, understand root causes, and translate business problems into technology solutions.
• Experience driving process improvement, digital transformation, business systems, product ownership, or similar initiatives.
• Ability to think beyond stated requirements and confidently challenge existing processes when a better solution exists.
• Solid communication and stakeholder-management skills, with the ability to lead conversations with both business and technical audiences.
• Ability to prioritize competing needs based on customer impact, business value, effort, and strategic importance.
• Curiosity and enthusiasm for using AI, automation, and emerging technology to solve real business problems.
• A proactive mindset with the ability to take an opportunity from initial discovery through implementation and measurable results. Experience That Will Make You Stand Out We're particularly interested in candidates who bring one or more of the following:
• Hands-on experience implementing, scaling, or supporting Salesforce Agentforce
• Experience with Salesforce Service Cloud, including capabilities such as Cases, Knowledge, Omni-Channel, Flow, Experience Cloud, or other customer-service functionality
• Salesforce certifications related to Service Cloud, Agentforce, or the broader Salesforce platform
• Experience using Claude or other generative AI tools to create, enhance, automate, or deploy business solutions
• Experience implementing AI assistants, virtual agents, chatbots, intelligent routing, automated workflows, or other AI-enabled support solutions
• Experience leading support transformation initiatives involving automation, self-service, knowledge management, process optimization, or agent productivity
• Experience working in a forward-deployed engineering or product model, partnering directly with business teams to rapidly turn challenges into working solutions
• Experience with Salesforce ecosystem products, third-party applications, APIs,



or integrations
• Familiarity with customer support platforms such as Zendesk or Freshdesk, including environments where those tools integrate with Salesforce
• Experience within B2B SaaS or enterprise software organizations What You Don't Need You do not need to be a traditional software developer. Technical development experience is valuable, but it is secondary to your ability to understand the business and identify the right problems to solve. We would rather hire someone with strong business acumen, Salesforce knowledge, deep understanding of Support Operations, and a passion for transformation and teach them how to leverage our AI development approach than hire someone who is highly technical but struggles to understand and partner with the business. Likewise, we're less concerned with whether you've held the exact title of "Product Owner." Relevant experience could come from product management, Support Operations, Salesforce/CRM ownership, business systems, customer experience, digital transformation, or similar roles. How You'll Make an Impact Success in this role isn't simply measured by the number of stories completed or features released. You'll make an impact by:
• Eliminating unnecessary manual work for Support teams
• Improving agent productivity and experience
• Creating better self-service experiences for customers
• Increasing the speed and effectiveness of customer support
• Identifying opportunities that stakeholders may not have recognized themselves
• Turning business ideas into working solutions quickly
• Expanding the practical use of Salesforce, automation, and AI across Support
• Demonstrating measurable business value from the solutions you deploy Why This Role Is Different Imagine it. Build it. Deploy it. Traditional Product Owners can identify powerful ideas but often have to wait for development capacity to bring them to life. We're building a different model. Within MRI's Applied AI organization, you'll have the opportunity to partner directly with the business, uncover meaningful problems, design practical solutions, and use Salesforce and AI-enabled development to dramatically accelerate the journey from idea to implementation. You'll have the freedom to experiment, iterate, and see the impact of your ideas faster. For someone who understands Salesforce and Support and has ever thought, "I know how we could fix this if we could just get it built," this role provides the opportunity to do exactly that. Who Will Thrive Here? You'll likely thrive in this role if you:
• Naturally ask "Why are we doing it this way?"
• Enjoy talking with business users and uncovering the problem behind the request
• Understand how a modern Support organization operates
• Know enough about Salesforce to recognize what's possible
• Get excited about automation and AI
• Are comfortable challenging the status quo
• Prefer taking ownership rather than simply documenting requirements
• Can move fluidly between business strategy and hands-on execution
• Want to see ideas become real solutions quickly
• Are energized by building something new rather than inheriting a mature, rigid process Most importantly, we're looking for someone who sees technology as a means to solve business problems, not the other way around.

📌 Product Owner, Client (Toronto)
🏢 MRI Software
📍 Toronto