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

- Strong understanding of customer support operations, including areas such as case management, agent workflows, escalation processes, support channels, knowledge management, self-service, and customer experience.
- Robust 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.
- Strong communication and stakeholder-management skills, with the ability to lead conversations with both b

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