Senior Product Owner

Overview of the role:
We have big plans at WestJet. If you care deeply about building amazing experiences, are endlessly curious, skilled at delivering a vision and aren’t afraid to challenge the status quo, we’d love you to help us bring those plans to life.
We’re seeking a Senior Product Owner to join our Contact Centre product team and help evolve the products that support how guests connect with WestJet when they need help. In this role, you’ll own and evolve defined Contact Centre product capabilities, including AI-assisted voice and chat capabilities, case management, and digital guest support channels. Working closely with the Portfolio Manager, delivery teams, technology partners, and stakeholders, you’ll translate business problems into clear product priorities, improve guest and agent experiences, and own roadmap and backlog decisions aligned to product strategy, OKRs, guest outcomes, agent experience and measurable business value.
The ideal candidate brings strong product ownership experience and a solid understanding of Contact Centre environments, including guest support workflows, service channels, workforce considerations, operational performance, and agent experience. They bring a strong product ownership mindset, with the ability to define outcomes, make prioritization recommendations, manage trade-offs, and own product health across the lifecycle of Contact Centre capabilities. They can partner effectively with technology and delivery teams, bring practical insight into what works, and guide teams through ambiguity while improving product delivery practices. Experience with conversational AI, service management platforms, case management, airline operations, reservations, loyalty, or guest support ecosystems is highly valued.
In return, you’ll get to work with people who are:
High performing and ambitious
Data driven and UX obsessed
Social, welcoming, curious, and open
Leaders who care deeply about your well-being, development, and success
Key deliverables:
Partner with the Product Portfolio Manager to translate Contact Centre product strategy into clear product outcomes, roadmap priorities, backlog decisions, stakeholder alignment, delivery execution and clear communication on progress, risks, and decisions.
Define and own the roadmap and backlog for assigned Contact Centre products, including AI-assisted voice and chat capabilities, case management, and digital guest support channels, ensuring priorities connect to business problems, guest outcomes, agent experience, operational performance and measurable value.
Lead product initiatives from discovery through delivery, including requirements, user stories, acceptance criteria, testing support, launch readiness, and ongoing optimization.
Use data, guest and agent insights, product analytics, and stakeholder feedback to define, prioritize, and validate the roadmap and backlog.
Define success measures and estimated business impact for product improvements, while improving visibility into product health, adoption, containment, resolution, service quality, and operational performance.
Own the lifecycle management of assigned Contact Centre products, including discovery, delivery, adoption, optimization, sustainment, capability maturity, and retirement or replacement decisions where appropriate.
Manage team deliverables and timelines, helping resolve priorities, identify trade-offs, remove blockers, and keep work moving in a lean, fast-paced environment.
Identify Contact Centre product opportunities using guest pain points, agent pain points, operational workflows, disruption scenarios, and travel journey insights.
Build strong relationships with Contact Centre leaders, frontline stakeholders, technology partners, vendors, and business teams to align requirements, manage expectations, and secure approval on deliverables.
Partner with architecture, engineering, vendors, data, security, privacy, and operations teams to ensure Contact Centre solutions align with enterprise standards, scalable platform patterns, integration principles, operational controls, and long-term technical sustainability.
Partner closely with developers, UX researchers, data partners, IT teams, and delivery partners to ensure product work is clear, feasible, and focused on the highest-value outcomes.
Guide cross-functional delivery teams by sharing practical product and Contact Centre practices, improving ways of working, and ensuring solutions reflect operational realities and guest needs.
Clarify ownership models and integration handoffs across upstream and downstream systems, including guest identity, reservations, loyalty, case management, knowledge management, digital channels, agent workflows, reporting, and escalation paths.
Ensure product decisions appropriate consider privacy, security, compliance, data handling, recording/transcription, AI governance, and operational control requirements. Partner with change management, training, and business stakeholders to support readiness activities by providing product context, guest and agent impacts, and key operational considerations.
Experience and qualifications:
Completed Diploma or bachelor’s degree (Technical/ Business/ Science)
Minimum 7+ years of experience working in digital or emerging technology
5+ years of experience in Contact Centre environments, including service channels, customer support platforms, case management, AI-assisted service experiences, or operational support systems.
Experience managing products with a large operational or consumer footprint
Experience working in and leading cross-functional teams in an agile environment.
Experience partnering with and guiding cross-functional delivery teams, including product practices, backlog management, delivery processes, and team ways of working.
Experience defining scope and managing key deliverables for large projects
Experience within airline guest support, reservations, loyalty, disruption management, conversational AI, ServiceNow, Jira, or related service platforms is considered an asset.
Strong analytical and problem-solving skills, with comfort working with operational data, product metrics, and business impact measures.
Experience supporting optimization, continuous improvement, and product health measurement.
Excellent written and verbal communication and presentation skills
Proven experience in roadmap management, backlog management, user story development, prioritization, and stakeholder alignment.
A working history that shows a commitment to transparency, trust, collaboration, and positive relationships across all levels of seniority.
A love for learning about product management, customer experience, AI-assisted service, contact Centre operations, and travel industry trends.
Willingness to mentor junior and intermediate Product Owners and contribute to a growing product management practice.
Advanced knowledge in the following practices (preferred):
Contact Centre Platform Strategy, operations and service patterns Conversational AI, Automation, and AI-Assisted Resolution
Case Management and Service Management Platforms
Journey Orchestration and Proactive Guest Support
AI Governance, Quality Monitoring, and Human-in-the-Loop Service Design
Product Lifecycle Management and Product Health Measurement
Agile Product Development
Product Analytics, Operational Reporting, and Performance Tracking
Customer-Centric Product Strategy