Digital Product Owner - Conversational AI

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role: Digital Product Owner, Conversational AI

Status: Regular, Full-Time

Reports to: Director, Digital Customer Experience

Department: Customer Experience

Location: Markham, ON

Compensation: $74,817 - $118,211

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Summary:

The Digital Product Owner, Conversational AI is responsible for shaping and driving the strategy, roadmap, customer experience, performance and continuous evolution of Enercare’s conversational AI products, in partnership with the Director, Digital Customer Experience. This role serves as the primary business owner for current and future AI-powered customer interactions across outbound and inbound channels.

Responsibilities:

• Shape and maintain the Conversational AI product vision, roadmap, objectives and prioritized backlog in partnership with the Director, Digital Customer Experience.
• Translate customer, business and operational problems into clear product outcomes, requirements and acceptance criteria.
• Own product prioritization and make trade-offs across customer value, business benefits, risk, operational impact and delivery effort.
• Establish and monitor product KPIs and business targets; use performance data to identify opportunities and diagnose underperformance.
• Analyze AI conversations, customer and agent feedback, complaints, transfers, containment, conversion and failure reasons to identify opportunities and drive continuous improvement.
• Partner with Technology, Operations, WFM/Planning, Legal, Privacy, Security, Marketing and vendors to deliver and operate AI experiences responsibly.
• Guide improvements to conversation design, business rules, escalation paths, automation controls and supporting capabilities.
• Lead product readiness for launches and material changes, including business readiness, measurement, risks, dependencies and post-launch monitoring.
• Maintain visibility of benefits realization and ensure roadmap decisions remain connected to intended business outcomes.
• Communicate product performance, priorities, risks and decisions clearly to leadership and delivery teams.
• Provide occasional after-hours support when required for production incidents, outages or production releases.

Qualifications

• 3–5+ years of experience in product ownership, product management, or customer-facing technology roles.
• Bachelor’s degree in Computer Science, Information Systems, Software Engineering, Business/Data Analytics or similar field.
• Experience designing, launching or continuously improving customer-facing AI, conversational AI, virtual agent or automation products in production is a strong asset.
• Strong analytical skills and experience using data, customer behaviour and qualitative feedback to make product decisions.
• Experience working in Agile environments (Scrum required; Scaled Agile is an asset).
• Strong communication, stakeholder management and cross-functional collaboration skills.
• Ability to manage competing priorities, make clear trade-offs and drive delivery outcomes.
• Familiarity with analytics tools (e.g., GA4, Application Insights, Power BI) is an asset.
• Working knowledge of conversational AI, IVR/contact-centre journeys, APIs and integrations is an asset.
• Hands-on experience with conversational AI platforms, voice AI tools or AI agent development suites (e.g., Bland AI, ElevenLabs, Vapi, Retell AI or equivalent) is a strong asset.
• Understanding of responsible AI, customer privacy, security and the risks associated with customer-facing AI experiences is an asset.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.