Product Manager, Innovation

Job Title:

Product Manager, Innovation

Department:

IT, Innovation and Data

Reports To:

Director , Service Innovation

Salary:

$ 81,000

Job Type:

Full-time, Permanent

Location:

Hybrid Toronto based out of Toronto office

Job Posting Close Date

May 12, 2023

Are you motivated by the opportunity to positively impact mental health for young people in Canada? Would you be passionate about helping young people deal with the challenges of growing up in today’s complex, ever-changing, technologically driven world?

As a Product Manager, you will craft intuitive and enriching experiences. You will always be looking for ways to hone our user-centred process. Throughout the discovery and implementation process, you will remain research and data-informed, so you are able to make meaningful impact on company’s service operations.

• UX Design at Kids Help Phone will follow these three principles:
• Accessible. Remove barriers so young people can access the right service at the right time.
• Purposeful. Focused on self-directed education, resilience, and de-escalation.
• Empowering. Self directed UX will allow young people to make informed choices

• on the support they need to ease

Kids Help Phone is on a transformational journey, one that will change the landscape of youth mental health in Canada. We cannot do it without a team who are willing to be game changers and help fuel that journey. We need team members that are passionate about making a real difference in young people’s lives.

Unlock your potential. Carve out a career as unique as yourself. Grow with us.

Presentation of the organization

Kids Help Phone is a Canadian and world leader, known for their expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people, in both French and English. Since 1989, we have offered kids, teens and young adults a critical lifeline of hope and support through our free, anonymous and confidential services. Young people reach out to Kids Help Phone’s professional counselors and trained volunteers from every corner of the country via phone, Live Chat and texting, and benefit from their database of local youth-serving programs. Kids Help Phone’s website is a widely recognized model of youth-focused design; offering therapeutic tools, games, information, and counseling.

Position Overview:

We are seeking a talented and experienced Service Innovation and Service Design Product Manager to join our team. The successful candidate will be responsible for leading the development of new service offerings and improving existing services through customer-centric design and innovation. This role will require the ability to work collaboratively with cross-functional teams, customers, and stakeholders to ensure the successful delivery of services that exceed customer expectations.

What You’ll Contribute:

Responsibilities:

• Develop and implement service innovation strategies that align with the company's overall business objectives.
• Conduct market research to identify customer needs and preferences and use this information to design and improve service offerings.
• Collaborate with cross-functional teams to design, develop, and launch new services that meet customer needs and expectations.
• Manage the entire service development lifecycle, from concept to launch, ensuring successful delivery and customer satisfaction.
• Define and manage service design processes, including service blueprints, user journeys, and service prototypes.
• Work closely with UX designers and developers to ensure services are easy to use and deliver exceptional customer experiences.
• Identify and monitor service performance metrics, including customer satisfaction, service utilization, and revenue growth.
• Continuously improve service offerings based on customer feedback, market trends, and competitive analysis.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.
• Ability to consider the holistic experience and wider ecosystem of Kids Help Phone while guiding the product design strategy in alignment with the business strategy

What You’ll Need:

• Bachelor's degree in a relevant field such as design, business, or engineering.
• 3-5 years of experience in product management, service innovation, or service design.
• Strong understanding of customer-centric design principles and service design methodologies.
• Demonstrated ability to lead cross-functional teams and work collaboratively with stakeholders.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and influence others.
• Strong analytical and problem-solving skills, with the ability to use data to inform decision-making.
• Experience working in an Agile development environment is preferred.
• Ability to manage multiple projects simultaneously and prioritize competing demands.
• Passion for innovation and a customer-first mindset.
• Ability to translate complex design concepts to a non-technical audience
• Passion for using data to solve complex problems
• Possess an acceptable "Vulnerable Person Sector Criminal Reference Check" prior to starting employment

Must have skills:

• Have strong communication and leadership skills and prioritize putting the best interests of your team first
• Ability to focus in a fast paced environment and multitask
• An analytical, meticulous, detail-obsessed mindset, with an unending desire to continue learning
• Build meaningful relationships with individuals across the business
• Excellent written and oral communications skills
• Commitment to the vision and goals of the organization

The above is not an exhaustive list of duties and you may be asked to perform different tasks as necessitated by your changing role and the overall business objectives of Kids Help Phone

Don’t meet every single qualification and requirement? Studies have shown that women and racialized people are less likely to apply to jobs unless they meet every single qualification. At Kids Help Phone we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles that our organization is recruiting for.

The Small Print:

Applications will close at 11:59 pm, on the job posting close date listed above. Submissions received after this time may not be considered

A full job description is attached to this posting

Reasonable accommodations are available on request from a candidate with a disability

No recruitment agencies please

Benefits:

• Accidental Death Insurance
• Hybrid Work Model
• Life Insurance
• Wellness Programs
• Flexitime
• Employee Assistance Program

• Health Care
• Dental Care
• Vision Care
• RRSP Matching
• Emergency Travel Assistance
• Hybrid work model