Product Owner at Desjardins responsible for enhancing member/client experience through strategic project collaboration and stakeholder management. Engaging with various teams and creating impactful product solutions.
About the role
- Product Owner managing the case management platform at Labcorp. Responsible for strategy, governance, and process optimization in a hybrid work environment.
Responsibilities
- Own the CCC enterprise case management product strategy, roadmap, standards, and governance
- Lead end-to-end process design (intake, routing, triage, escalation, resolution, knowledge) and enterprise case management system SOPs
- Define and optimize workflows, automations, routing rules, and case taxonomy; partner with IT/admins to deliver enhancements
- Translate business needs into technical requirements and oversee integrations (CRM, telephony, WFO/COE, QA, knowledge, WFM)
- Enable AI-driven capabilities (e.g., auto-triage/classification, summarization, agent assist) aligned to governance/ethics
- Establish KPIs and dashboards; analyze trends to improve productivity, quality, and customer experience
- Lead change management and cross-functional alignment with operations, divisional leaders, IT, analytics, vendors, and compliance
- Maintain platform documentation, decision frameworks, and knowledge assets; drive feature adoption and best practices.
Requirements
- 7+ years in product management, business process ownership, contact center operations, or enterprise support systems
- Hands-on leadership of case management/CRM platforms (e.g., ServiceNow, Salesforce Service Cloud, Zendesk, Freshservice)
- Demonstrated success standardizing processes and improving operations across multi-site/divisional environments
- Strong workflow/automation design skills; familiarity with integrations (APIs, webhooks)
- Data-driven; able to define KPIs and turn insights into measurable improvements
- Excellent communication and stakeholder influence; effective in matrixed, change-heavy settings
- Preferred Experience in large-scale contact center transformation, shared services, or healthcare/regulated environments
- Exposure to AI-enabled service, automation, and digital experience tools
- Certifications: Lean/Six Sigma, Agile/Scrum, PMP (or equivalent)
- Vendor/outsourcing management experience.
Benefits
- Medical
- Dental
- Vision
- Life
- STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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