Product Lead

2 weeks ago

Winnipeg, Canada Manitoba Hydro Full time

**PRODUCT LEAD**

**Winnipeg, MB**

**_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_**

**_ Great Benefits_**
- Competitive salary and benefits package.
- Defined-benefit pension plan.
- Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life
- and community.- Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on

nature of work, operational requirements and work location.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.

Manitoba Hydro is seeking a dynamic and experienced Product Lead to join our Customer Care Division. You will be responsible for
the overall, end-to-end, creation and implementation of the product development process including product research, business case,
strategy, roadmap, conceptualization, and integration of new digital products, channels and technologies. Reporting to the Director
of Customer Care, you will collaborate closely with cross-functional teams to deliver innovative solutions that enhance the overall
customer experience. This role is accountable for the overall leadership and strategic direction of new and existing products and
services to meet the evolving needs of Manitoba Hydro customers.***

**_Responsibilities_**
- Develop and execute a comprehensive product strategy aligned with the organization's goals and objectives.
- Lead the evolution of the product(s) development within the business, including key development. opportunities and

enhancements, validation of initiatives through research, designing/testing/refining product features, identifying and creating
KPIs (Key Performance Indicators).
- Lead the end-to-end product development lifecycle, from concept to launch, ensuring timely delivery of high-quality products;
prioritize and manage product backlogs, ensuring efficient resource allocation and effective delivery.
- Lead enhancement efforts leveraging existing technology, such as Genesys contact handling, to optimize customer care

operations and improve efficiency.
- Stay updated on emerging technologies, industry trends, and best practices to recommend innovative solutions for enhancing

customer care operations.
- Conduct market research, customer interviews, and usability studies to gather insights and validate product concepts.
- Support the development and execution of change management plans for product or feature launches and enhancements to
- ensure the achievement of key performance metric results and to mitigate project risks.- Accountable for delivering specific KPIs related to the customer care division, such as service level, response time, customer
- satisfaction, and other relevant metrics.- Establish performance targets and work with cross-functional teams to develop strategies and initiatives that drive KPI (Key
- Performance Indicators) attainment.- Collaborate with the Director of Customer Care to present product plans, progress, and recommendations to senior leadership
- and other stakeholders.- Collaborate with cross-functional teams, including design, engineering, marketing, and customer support, to define product
- requirements and specifications.- Collaborate with internal stakeholders and external vendors to evaluate potential solutions, perform cost-benefit analyses, and
- make recommendations for implementation.- Build product-related performance dashboards, analyze key metrics and share insights to identify areas for improvement and
- optimization.- Stay informed about emerging technologies, industry trends, and customer preferences to drive continuous product

innovation.

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO56729387-01

**_ Qualifications_**
- A four-year degree from an institute of recognized standing, plus five years of related product management experience, which

includes at least two years of project and product management experience.
- OR
- A two-year diploma in Business Administration or a related discipline from an institute of recognized standing, plus seven

years of related product management experience, which includes at least two years of project and product management
experience.
- Will be an adaptable team player with high initiative and strong analytical and business writing skills.
- Strong understanding of agile product ownership/management and value delivery.
- Strong interpersonal skills, with the ability to motivate peers and provide functional leadership in other areas of the
- corporation, as well as to provide training, leadership, and direction to other staff in the department.- Great communicator who can summarize complex technical topics for all stakeholders

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