Product Manager - CCT Customer Care and Platform Insights

Position: Product Manager - CCT Customer Care Experience and Platform Insights
Location: Dorval

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
As Product Manager, CCT Customer Care Experience & Platform Insights, you will support the evolution and performance of customer-facing and employee-facing capabilities delivered through the Customer Care Transformation (CCT) program. The Product Manager will play a key role in connecting customer experience insights, platform performance, and operational feedback to actionable product improvements.
Working closely with Product, Technology, Operations, Contact Centres, Digital, and business stakeholders, this role will help ensure that CCT capabilities continue to improve after launch and that future development is informed by clear evidence, measurable outcomes, and customer impact.
This position will report to the Senior Product Manager, Customer Care digital products.
Your main duties and responsibilities will include:
Responsible for monitoring and analyzing customer experience across digital channels, disruption eligibility, routing, and platform performance trends within the CCT scope
Responsible for intaking, assessing, and documenting customer-facing issues raised by frontline teams, employee feedback, recurring pain points, and platform observations to understand customer and operational impact
Facilitate the triage of product-related incidents by clarifying the issue, validating scope and severity, coordinating with the appropriate technology and operational teams, and tracking follow-up actions through to resolution or backlog prioritization.
Identify gaps in customer journeys, chatbot behavior, eligibility logic, product capabilities, data, reporting, incident trends, and support processes, and translate them into backlog items or improvement opportunities.
Assess the end-to-end customer experience to determine where customers are successful, where they abandon or escalate, and where digital care capabilities require refinement.
Provide clear and timely communication on key product insights, customer impacts, incident themes, trends, risks, and recommended actions.
Develop and present reporting and analytics related to chatbot effectiveness, eligibility outcomes, customer containment, assisted-service handoff, platform health, incident trends, recurring issues, and areas requiring product or operational intervention.
Prepare executive-level and working-team reporting that provides visibility into product performance, customer pain points, emerging trends, and priorities for upcoming product development sprints.
Act as a visible product partner and change agent, helping drive adoption, continuous improvement, and measurable customer experience outcomes.
Collaborate with internal and external technical, product, operational, and business partners to align customer experience needs with platform capabilities, roadmap priorities, and delivery plans.
Qualifications
A bachelor’s degree in computer science, information technology, or a related field.
At least 3-5 years of experience in incident management or a similar role.
A certification in incident management or a related field, such as ITIL or PMP is considered an asset.
A solid understanding of software development life cycle (SDLC) and application delivery methodologies.
A strong knowledge of software application tools and technologies, Jira, Confluence, Service Now, AWS Quick Sight, Power BI, etc.
Experience using reporting and analytics to identify trends, root causes, customer experience gaps, product gaps, and operational breakpoints across digital platforms, preferably including chatbot, self-service, or contact centre channels.
Ability to communicate insights clearly to executive audiences and working teams, with a focus on actionable recommendations and product backlog alignment.
Strong customer experience orientation, with the ability to assess digital journeys from the customer perspective and translate insights into product improvements.
Excellent leadership, problem-solving, communication, and teamwork skills.
A high level of attention to detail, accuracy, and quality.
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Conditions of Employment:
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any…