Senior Product Manager, Product Operations Member Experience & Digital Health 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. 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. 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.

Experience:
Minimum 7+ years of experience in Product Management, Product Operations, Technology Delivery, Platform Operations or a related discipline. Strong 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. 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. 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. 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. Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work workplace that embraces

📌 Senior Product Manager, Product Operations Member Experience (Toronto)
🏢 Manulife/John Hancock
📍 Toronto