Senior Digital Product Owner, Case Management

CONTRACT UP TO 15 MONTHS
Looking for an opportunity to make a meaningful impact? Join Metrolinx and improve the transit experience for millions of people across the Greater Golden Horseshoe. Metrolinx operates GO Transit, UP Express, and PRESTO. We’re also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!
Our Digital Strategy & CRM Office is seeking a Senior Digital Product Owner for Case Management, who will be creating the product vision and maintaining the product roadmap for the Metrolinx customer and case management product suite, including CRM. This is an opportunity to shape a new product, launched in late 2022 and primed for evolution and expansion. Come be a part of the team bringing new technologies to life and transforming Digital at Metrolinx.
This role will be instrumental in evolving Metrolinx’s Customer Digital Transformation Program by championing and stewarding needs from their key stakeholders, Customer Care and Communications & Community Engagement, to optimize and enhance our customer relationship management portfolio.
Our Ideal Candidate Is

• And someone who champions an inclusive, anti-racist and accessible culture where everyone belongs.
• Experienced with customer-centric technologies, the Microsoft Dynamics CRM solution, and other CRM-related products.
• A proactive self-starter with a balance of technical knowledge and business acumen.
• Someone with a customer-first mindset who is excited by change and has a ‘figure it out’ attitude.
• Excited by digital customer experiences that take a transit journey from good to great.

What will I be doing?

• Provides direction, leadership, mentorship and support to Product Planning teams when developing MX/GO/UP product visions, and product roadmaps and serves as a point of escalation for issue resolution related to the strategic direction of assigned products.
• Identifies material technology risks within the business, and provides advice regarding controls in support of other MX/GO/UP functions.
• Communicates regularly with senior client and business stakeholders to understand product vision, business needs and define product roadmaps to ensure alignment of goals and plans; provides regular updates to stakeholders and provides opportunities for feedback on progress.
• Collaborates with stakeholders across MX/GO/UP to support the successful delivery of products and confirm product outcomes meet standards and policies.
• Provides creative thought leadership with input from others to develop and deploy a strategic vision; connects and aligns projects with strategic corporate goals; demonstrates leadership and core competencies at a high level of development and is an exemplary model of living the corporate Values and Code of Ethics.
• Partner with senior client and business stakeholders to understand people change management implications and the business unit’s readiness to absorb change resulting from the delivery of initiatives as defined on the roadmap.
• Partners with senior client and business stakeholders to understand product vision, business priorities and define product roadmaps to oversee the prioritization of projects and releases that will meet client and business needs.
• In collaboration with MX/GO/UP Delivery leadership, confirms product designs, tracks progress through development, resolves problems, manages changes and address business expectations in the event of delivery issues;
• Champions agile product ownership culture and methodologies.
• Proactively advises clients and the business on new technology requirements as part of day-to-day management of the MX/GO/UP strategy, product portfolio, and product roadmaps.
• Oversees the development of product roadmaps that utilize current tools and formal product management methodologies to support product development and eventual delivery to production.
• Reviews vendor deliverables, work products and outputs to verify consistency with business needs.

What skills & qualifications do I need?

• Interpersonal and oral/written/presentation skills to brief/update senior/executive leadership, prepare project/program related reports and materials, deliver presentations and provide subject matter expertise to consultants, staff, and decision-makers.
• Minimum of seven (7) years’ of experience in the field of IT product management or experience deemed equivalent
• Certified Product Manager an asset
• Relationship management, partnership building, facilitation and persuasion skills and political acuity to: foster acceptance of change and encourage collaboration and innovation; act as an evangelist to get people behind the product vision; support the successful delivery of products and confirm product outcomes meet I&IT standards and policies;
• Completion of a degree or diploma in Business, Engineering, Systems Design, Computer Science or a related discipline – or a combination of education, training and experience deemed equivalent.
• Project Management Professional (PMP) or PRINCE2 an asset
• Knowledge of project management principles and practices to manage projects and teams at a complex level that involve all forms of project delivery.
• Minimum five (5) years’ managing large, complex and high-profile programs and investment budgets.
• Expert knowledge of the principles, practices and methods of Product Management to: guide the planning of MX/GO/UP products, manage business demand and maintain alignment between MX/GO/UP and business and client.
• PROSCI certification an asset
• Knowledge of people change management principles and practices to manage the pace of change associated to the sequencing and delivery of initiatives on the product roadmaps.
• Minimum ten (10) years’ related experience contributing to the success of midsize-to-large initiatives with above average levels of complexity and business criticality.
• Agile certification (Agile Certified Professional, Certified Scrum Product Owner) an asset

Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email [email protected] .
Application Process
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.