Sr Principal Product Manager, Unified Support & AI Experience (AI)

TL;DR

Sr Principal Product Manager, Unified Support & AI Experience (AI): Define and execute product strategy and roadmap for a modern AI-enabled global support platform with an accent on AI transformation, customer experience, and operational scale. Focus on leading initiatives in chat, voice, self-service, automation, and omnichannel experiences while partnering with engineering, AI/ML, operations, and CX leaders.

Location: Hybrid role based in Mississauga, Ontario office (3 days in office, 2 days remote). Also listed: Irvine, CA, United States.

Salary: $150,000 - $180,000 CAD per year (Canada).

Company

Leading global technology distributor for the IT ecosystem, reaching 90% of the world population via hirify.global Xvantage™ platform.

What you will do

• Define and execute product strategy and roadmap for Unified Support globally.
• Lead AI transformation across chat, voice, self-service, claims, returns, and agent-assist.
• Drive automation and intelligent workflow orchestration in high-volume support operations.
• Partner with Engineering, AI/ML, Operations, and CX to deliver scalable platform capabilities.
• Build omnichannel support experiences for customers, partners, vendors, and associates.
• Influence executives with strategic product vision and measure success via KPIs like self-service adoption, MTTR, and CSAT.

Requirements

• Bachelor’s degree in computer science, Engineering, Business, or related field.
• 8+ years Product Management in enterprise SaaS, cloud, marketplace, or platform environments.
• Proven experience building or scaling unified support or CX platforms globally.
• Strong AI transformation with production implementations.
• Experience with Zendesk, ServiceNow, Salesforce, NICE, Netomi, or similar.
• Deep knowledge of conversational AI, intelligent automation, agentic workflows, self-service.
• Executive presence, communication, and stakeholder management skills.

Culture & Benefits

• Great Place to Work Certification™ for 2025-2026 in Canada.
• Flexible Healthcare, Dental, Vision, well-being benefits, critical illness, disability, mental health support.
• Paid time off, RRSP Matching (Canada); healthcare, 401(k) match, PTO (U.S.).
• Merit increases, annual bonuses, sales incentives based on performance.
• Equal opportunity employer committed to diversity and inclusion.