Canada: Product Manager, Customer Experience

Job Details

Description
Job Summary:
The Product Manager, Customer Experience leads efforts to improve how partners use and experience the MyIntelisys platform. The role focuses on understanding partner needs, collecting feedback, and translating insights into product decisions that improve usability and satisfaction. This position works closely with sales, marketing, enablement, and product teams to align on priorities and ensure internal teams can clearly communicate the platform's value. The Product Manager, Customer Experience also partners with the Product Manager, Platform Delivery to define the partner journey, identify areas for improvement, and guide enhancements that support adoption and engagement.

Responsibilities
Customer Experience Strategy and Insight

• Defines and refines the end-to-end partner and customer journey, identifying opportunities to improve clarity, efficiency, and satisfaction.
• Leads ongoing discovery and Voice-of-Customer initiatives, including interviews, surveys, committees, and direct outreach.
• Analyzes qualitative and quantitative feedback to identify high-impact experience improvements and inform prioritization discussions.
• Benchmarks partner experience against industry and competitor standards to identify differentiation opportunities.

Feature Lifecycle And Experience Enhancements

• Partners with design and delivery teams to scope and validate smaller experience-driven enhancements and usability improvements.
• Documents experience requirements, user flows, and acceptance criteria for initiatives focused on partner interaction and satisfaction.
• Collaborates with the Product Manager, Platform Delivery to ensure insights are reflected in upcoming releases and backlog priorities.

Cross-Functional Enablement and Advocacy

• Equips sales, enablement, marketing, and operations teams with the understanding and narratives needed to communicate platform value confidently.
• Develops and maintains clear messaging frameworks, demo materials, and talking points aligned to platform enhancements and partner needs.
• Acts as the internal advocate for partner experience across all customer-facing functions, fostering alignment and shared ownership of CX goals.
• Defines and tracks key performance indicators (KPIs) related to adoption, satisfaction, and retention.
• Uses product analytics and survey data to evaluate experience outcomes and recommend next-stage refinements.
• Reports performance insights and partner sentiment trends to product leadership to guide ongoing strategy.

Required
Skills and qualifications

• 3–5 years of experience in product management, customer experience, or a related product-facing role.
• Proven success translating customer insights and analytics into product requirements or experience improvements.
• Hands-on experience with customer journey mapping, usability analysis, or behavioral data interpretation.
• Demonstrated collaboration across product, design, marketing, and sales to improve customer or partner outcomes.
• Proficiency with tools such as Jira, Confluence, Figma, and analytics or survey platforms.
• Exceptional written and verbal communication skills, including presentation and storytelling abilities.

Preferred

• Bachelor's degree in business, design, communications, or a related field.
• Relevant certifications in product management, Agile practices, customer experience, or design thinking are considered a plus.
• Experience in a channel-driven industry, backgrounds in the technology services or IT distribution channel is a strong plus.
• Familiarity with design thinking, user research, or structured voice-of-customer programs.
• Knowledge of competitive benchmarking and customer experience metrics (e.g., NPS, CSAT, adoption).
• Experience managing or supporting Agile product delivery cycles.

Compensation
Compensation Range: $108,000-$115,000 CAD

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer
EOE/M/F