Product Owner
Req Id: 428381
Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.
At Bell, tech product managers like you lead products that impact how our customers connect, work, learn and play. As a member of this multi-skilled team, you will partner with other like-minded professionals to lead exceptional customer experiences through cost-effective project delivery.
You’ll accelerate the pace of development, manage innovative and emerging product lines, drive product lifecycle management, use case development, business adoption, and more. You’ll bring the unique, best-in-class competitive benchmarking, analysis and business planning perspectives to the team that only you can offer.
Summary
Drive digital transformation and AI innovation as part of Bell’s multi-year strategic partnership with ServiceNow to deliver seamless and personalized customer and agent experiences. This role plays a critical part in transforming Customer Operations through the agile rollout of ServiceNow. We are replacing legacy agent tools with the ServiceNow Customer Service Management (CSM) platform to enhance customer experiences and improve operational efficiency.
Key Responsibilities
- Contribute to the strategic product roadmap for ServiceNow CSM
- Define and own the ServiceNow self‑serve roadmap, including current‑state process mapping, facilitation of requirements‑gathering workshops, and application of design‑thinking principles to shape MVP and end‑state solutions. Translate outcomes into clear features and user stories, and support delivery through PI planning, sprint planning, UAT coordination, and launch execution.
- Drive change management planning and execution across all phases of the ServiceNow CSM rollout. This includes:
- Coordinating the development and scheduling of agent training programs.
- Planning and executing communication strategies.
- Coordinating post-launch support activities.
- Collaborate closely with cross-functional teams across Customer Operations to ensure successful implementation and adoption of ServiceNow CSM.
- Improve our Ability to Track & Manage Cases – Use AWA capabilities to get cases to qualified agents fast so they can get back to the customer quickly.
- Enable “Customer Service Profile” in ServiceNow - Deliver a dynamic Customer Profile that enables personalized and proactive service through a seamless end-to-end agent experience, providing contextual information, actionable insights, and intuitive navigation.
- Advanced Analytics – Provide operational teams with enhanced insights to identify root causes and escalation drivers to simplify business complexity.
- Workflow Automation – Empower agents with system integrations and AI driven insights and actions to resolve cases effectively and efficiently.
- Digital Customer Experience – Enable new self-serve requests and provide customers with improved visibility and communication channels for offline requests.
Critical Qualifications
- 3 plus years of experience working as a Product Owner, Business Analyst, or similar role in an agile environment
- Strong understanding of customer service workflows, case management, and agent toolsExperience conducting current‑state process mapping and developing future‑state workflowsAbility to translate business needs into features, user stories, and acceptance criteria
- Familiarity with Agile ceremonies (PI Planning, Sprint Planning, UAT, backlog refinement)
- Strong strategic thinking and the ability to contribute to long‑term product roadmaps
- Excellent analytical and problem‑solving skillsAbility to gather insights and synthesize them into executive‑level presentations
- Experience planning and executing change management activities, including training, communications, and post‑launch support
- Exceptional written and verbal communication skillsAbility to influence and collaborate with cross‑functional teams at all levelsStrong presentation skills (PowerPoint)
- Proficiency with Excel, PowerPoint, and other reporting/analysis tools
- Comfort working with data, dashboards, and performance metrics
Preferred Qualifications
- Experience in telecom, customer operations, or support environments
- Experience with workflow automation or AI‑driven customer experience tools
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 03/22/2026
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that taking care of our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support your well-being and the well-being of your family too. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and have access to exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
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Created: Canada, ON, Toronto