Senior Product Manager, CCaaS

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

101,800 - 124,400

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

12%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

The Personal Lines Operations and Planning team is looking for a Senior Product Manager, CCaaS (Contact Center as a Service), an expert individual contributor who will help shape the product strategy and drive the execution of our CCaaS offerings.

 

With an unwavering commitment to customer-centricity and data-driven decision-making, this role involves defining and executing the product vision across business units, ensuring our new cloud-based Contact Center and associated AI-powered applications maximize business and customers outcomes. You will play a pivotal role in achieving cross-functional alignment, collaborating with teams across the organization to ensure seamless integration and cohesive execution of our product vision.

 

 What you'll do here:

 

As the Senior Product Manager, CCaaS , you will be responsible for overseeing the entire lifecycle of product development from ideation to launch. With little or no guidance, you will own major initiatives, identifying and solving key problems and contributing to our long-term product vision. Reporting to the Director, Product – CCaaS, your main responsibilities are:

 

• Define the product vision, strategy, and roadmap for high-impact product areas in the CCaaS domain.

• Manage a diverse product portfolio, ensuring alignment and synergy across different product streams. This involves coordinating and interacting with other product managers to integrate their streams' contributions into a cohesive and successful CCaaS product offering.

• Analyze market trends, customer feedback, and business data to guide decision-making and ensure the healthiness of the opportunities backlog.

• In collaboration with our service design team, lead the product discovery efforts to identify and assess opportunities

• Own the prioritization of our opportunities of co-building the CCaaS platform with our technology partner (Google)

• Develop and maintain strong relationships with key stakeholders and senior executives to ensure alignment in product roadmap and execution.

• Drive strategic planning and execution to achieve business results and product success.

• Identify risks and develop mitigation strategies for complex product challenges.

• Collaborate with cross-functional teams such as engineering, design, marketing, sales, and other business units to drive product strategy and execution.

 

 What you bring to the table:

• Bachelor's degree in Business Administration or a related field.

• Minimum of 5 to 7 years of relevant experience in product management, with a focus on omnichannel experiences, CCaaS and similar domains.

• Proven experience in leading product initiatives with little or no guidance, driving strategic planning and execution.

• Ability to align and influence multiple teams and stakeholders across the company.

• Strong analytical skills with proficiency in leveraging data-driven insights to guide decision-making and product success.

• Excellent collaboration and communication skills, with a track record of fostering effective cross-functional teamwork.

• Strategic thinker capable of translating complex ideas into actionable plans and driving continuous product improvement.

• Passion for innovation, with a customer-centric approach and a relentless drive for excellence.

• Experience with Agile Scrum development methodologies.

• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country. 

• No Canadian work experience required however must be eligible to work in Canada.

 

 

You will stand our if:

• Have experience working in a context spanning across different products

• Have created and use AI Agents to accelerate your workflows

• Have hands-on experience with experimentation and prototypes to assess ideas quickly

• Have experience in conversational design

 

#LI-Hybrid

Il s'agit d'un nouveau rôle au sein de notre équipe en plein croissance | This role is a new member of our growing team.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.