Product Manager, Customer Experience & Engagement

Location: Toronto Address: 100 Queens Quay East Toronto, Ontario M5E 1V3 Canada Job Title: Product Manager, Customer Experience & Engagement Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people. Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking. Position Overview: The Product Manager, Customer Engagement & Experience will lead and drive the strategy, roadmap, and delivery for customer-facing platforms across Email Marketing, Customer Experience, and Service channels. This role is accountable for delivering seamless, connected customer interactions across Salesforce Marketing Cloud (Email), Service Cloud, Clienteling and supporting customer service technologies. Reporting into the Digital Product leadership team, this role will oversee two Scrum Pods (CRM & Direct Marketing Pod and Customer Experience Pod) and two Product Owners. The ideal candidate is an experienced Product Manager with strong expertise in customer service platforms, marketing technology, and customer journey orchestration, with a proven ability to align stakeholders and deliver measurable business outcomes. What You’ll Do: 1. Product Strategy & Roadmap Ownership • Define and own the product vision, strategy, and roadmap across:• Salesforce Marketing Cloud (Email only) • Clienteling program in Retail Stores • Triggered and campaign email programs • Consent Management platforms • Salesforce Service Cloud • Call Center and Customer Service Technology • Live Chat capabilities • Warranty and post-purchase customer portals • Align product roadmaps with broader business goals, customer experience priorities, and transformation initiatives • Balance customer experience improvements, operational efficiency, and platform scalability in prioritization decisions 2. Pod & Team Leadership • Lead and coach Product Owners across the CRM & Direct Marketing and Customer Experience Pods • Ensure clear backlog ownership, prioritization, and alignment to product strategy • Foster a high-performing, outcome-driven team culture focused on continuous improvement • Support career growth and development of Product Owners 3. Customer Engagement & Journey Optimization • Own the end-to-end customer engagement experience across email, service, and support channels • Drive optimization of:• Lifecycle and triggered email journeys • Customer service interactions (call center, live chat, service workflows) • Warranty Experience • Partner with Ecommerce, Marketing, Customer Experience, and Retail teams to deliver cohesive omnichannel journeys 4. Stakeholder Collaboration & Alignment • Work closely with cross-functional stakeholders (Ecommerce, Marketing, Customer Experience, Retail, Operations, and Technology) • Lead roadmap alignment, prioritization discussions, and trade-off decisions • Translate business needs into clear product requirements and actionable delivery plans • Act as the primary bridge between business stakeholders and technology teams 5. Agile & Delivery Execution • Drive execution within a SAFe / Agile framework across both Pods • Drive the creation and refinement of epics, and features by partnering with engineering, delivery, and business stakeholders to develop scalable, customer centric solutions ready for Agile delivery. • Ensure effective backlog management, sprint planning, and PI plan