MRI Software is transforming how we build and deliver solutions through a new 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.

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. 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.

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. 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.

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. Develop and communicate product priorities based on business value, customer impact, and organizational objectives. Collaborate with Salesforce, technical, product, and business stakeholders throughout delivery.

Gather feedback after deployment and use data and stakeholder input to continuously improve solutions. customer support operations, including areas such as case management, agent workflows, escalation processes, support channels, knowledge management, self-service, and customer experience. Salesforce, particularly Service Cloud, and an understanding of how Salesforce can be used to improve and transform business operations.

Experience driving process improvement, digital transformation, business systems, product ownership, or similar initiatives. Strong 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.

A proactive mindset with the ability to take an chance from initial discovery through implementation and measurable results. Hands-on experience implementing, scaling, or supporting Salesforce Agentforce 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 implementing AI assistants, virtual agents, chatbots, intelligent routing, automated workflows,



or other AI‑enabled support solutions support transformation 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 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. 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. Eliminating unnecessary manual work for Support teams Increasing the speed and effectiveness of customer support Expanding the practical use of Salesforce, automation, and AI across Support 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 . 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. Understand how a modern Support organization operates Know enough about Salesforce to recognize what's possible Are energized by building something new rather than inheriting a mature, rigid process

📌 Product Owner, Client & Digital Support (Winnipeg)
🏢 MRI Software
📍 Winnipeg