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Digital Product Manager
Full-time
Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations. At Xplore, we're transforming how Canadians experience connectivity. Our mission is to deliver reliable, high-quality internet and seamless digital experiences that empower customers in rural communities across the country.
We're looking for a Digital Product Manager to shape the strategy, business case, and roadmap behind the customer journeys that define how people interact with Xplore—from onboarding and service assurance to support and retention. This role will sit within the Customer Experience Strategy and Digital Innovation team as part of the Customer Office, playing a critical role in delivering top strategic priorities with an emphasis on digital channels.
In this role, you will work at the intersection of customer insight, business strategy, and technology delivery, building the strategic case for customer experience initiatives, defining how success will be measured. You will guide cross-functional teams to translate customer needs and CX strategy into actionable product outcomes via app, web, and that drive measurable improvements in satisfaction, loyalty, and operational performance.
Success in this role means building a clear, well-justified product strategy that simplifies customer interactions, increases digital adoption, minimizes friction, reduces churn, and creates meaningful, measurable improvements in the end-to-end customer journey.
Support Strategic Product Planning and Analysis
You will help set the strategic direction for a portfolio of customer-facing digital products including app, web, and agentic AI platforms through rigorous strategic analysis and planning.
Conduct strategic product planning for key customer journeys across acquisition, onboarding, usage, support, and retention
Perform market, competitive, and customer analysis to identify opportunities, size their potential impact, and inform product direction
Translate CX priorities—such as frictionless onboarding, proactive service assurance, and digital-first interactions—into a clear, multi-quarter product strategy and roadmap
Assess trade-offs across customer outcomes, business value, regulatory requirements, and technical feasibility to shape investment priorities
Continuously validate that the product strategy creates real, measurable value for customers and the business
Define a Product Roadmap
You will translate strategy and validated business cases into a clear, sequenced roadmap that delivery teams can build against.
Build and maintain a multi-quarter product roadmap for app, web, and agentic AI experiences, sequencing initiatives by customer impact, business value, and delivery capacity
Partner with Customer Intelligence to ground roadmap priorities in research and journey analytics
Work with UX Design, Product and Strategy leaders to develop user flows, wireframes, and prototypes that define the intended customer experience before builds
Collaborate with Technology colleagues to assess feasibility, architecture, integration, and dependency implications, and to shape release sequencing
Collaborate with Product Owners to define features, epics, user stories, and acceptance criteria—alongside non-functional requirements such as performance, accessibility, security, and privacy
Communicate the roadmap and any changes to stakeholders and leadership, keeping expectations on scope and timing aligned
Guide Product Delivery
You will provide strategic direction and product expertise to the teams that bring initiatives to life.
Partner with agile delivery teams and external partners to ensure product strategy is translated into clear requirements and priorities
Provide ongoing guidance on scope, priority, and trade-off decisions as initiatives move through delivery
Support rapid prototyping via incremental, test-and-learn delivery in complex telecommunications environments with multiple systems and dependencies
Launch and continually refine new products that integrate smoothly within existing processes and systems
Champion the Voice of the Customer
You will advocate for the customer in every strategic and product decision.
Partnering with the Customer Intelligence team, leverage customer insights, behavioural analytics, complaints, call drivers, and churn data to inform strategy and priorities
Validate strategic assumptions against real customer journeys and scenarios
Partner with UX, channel leaders, technology and research teams to shape intuitive and accessible experiences
Leverage experimentation, MVPs, and test-and-learn approaches with real customers to validate product ideas before committing significant investment
Develop Business Cases and Justify Investment
You will build the analytical foundation that secures investment of time and resources, and aligns leadership around the right initiatives.
Develop business cases for new CX journey initiatives, including problem definition, opportunity sizing, cost-benefit analysis, and expected return on investment
Partner with Finance, Strategy, and senior leadership to validate assumptions and secure funding and resource allocation for prioritized initiatives
Present recommendations and trade-offs to executive and cross-functional audiences in a clear, data-driven manner
Break down validated initiatives into actionable product requirements that delivery teams can execute against
Define and Track Performance KPIs
You will focus on results, not just delivery.
Collaborate with customer intelligence, data and analytics colleagues to establish and track key performance indicators for your portfolio of customer experience initiatives, such as Net Promoter score, Customer acquisition, Digital adoption rates, Self-service usage, Time-to-Market for new initiatives and features, and customer retention.
Use insights and analytics to monitor performance against KPIs and continuously refine product strategy and priorities
Report on outcomes and impact to leaders using consistent, credible performance data
Ensure Trust, Reliability, and Compliance
You will balance innovation with operational excellence and customer trust.
Ensure customer-facing initiatives are planned with security, privacy, accessibility and regulatory requirements in mind
Identify and mitigate strategic and operational risks related to service continuity, data integrity, and customer impact
Validate that new capabilities integrate smoothly with existing systems and journeys without degrading customer experience
What Success Looks Like
A clear, well-supported product strategy and roadmap for the customer journey of the future grounded in strong analysis and business cases
Successful deployment of digital-first products that drive better customer experiences with greater efficiency and lower costs
Measurable improvements in customer acquisition, retention, NPS, and digital adoption against established KPIs
Reduction in call drivers and customer effort through improved journeys
Strong alignment between CX strategy, stakeholders, and business outcomes
What You Bring
Proven experience as a Product Manager in digital services or other large-scale consumer-facing environments
A strategic, analytical, customer-first mindset with a focus on measurable outcomes
Early adoption of AI and sophisticated data analytics to inform, accelerate, and enhance product development, deployment, and user experience
Strong track record in strategic product planning and analysis, including market, competitive, and opportunity analysis
Demonstrated ability to develop business cases and secure investment for product initiatives
Experience establishing and tracking performance KPIs to measure product and business impact
Demonstrated ability to translate customer needs and business goals into clear product strategy and requirements
Experience shaping omnichannel digital customer journeys featuring self-service experiences
Comfort working in complex environments with multiple systems, integrations, and dependencies
Excellent stakeholder management and communication skills, including with senior leadership
Familiarity working directly with agile delivery teams is beneficial, though this role centers on strategy, planning, and business outcomes rather than day-to-day backlog ownership
Why Join Xplore
At Xplore, you'll have the opportunity to help shape how connectivity experiences evolve for customers across Canada.
You'll work alongside teams that are passionate about improving the customer experience while delivering meaningful product innovations in a dynamic and growing organization.
This is an opportunity to make a real impact on how customers discover, connect with, and rely on Xplore services every day.
