Senior Product Manager owning provider experience and clinical operations products at Maple, Canada’s on - demand healthcare platform. Driving scalable workflows and AI - enabled care delivery improvements.
About the role
- Leading Product Support strategy and team in modernizing critical software technology at Mechanical Orchard. Overseeing customer experience, product excellence, and operational rigor.
Responsibilities
- Build, scale, and lead a world-class Product Support organization
- Define the support vision and strategy aligned with company and product strategies
- Build and mentor a high-performing team of Product Support Specialists, Technical Support Engineers, and Support Operations professionals
- Represent Product Support at the leadership level and drive cross-functional initiatives
- Establish a customer-obsessed, data-driven, and technically rigorous culture
- Design scalable support workflows, escalation paths, and quality standards
- Define and manage SLAs/SLOs aligned with customer and partner expectations
- Implement support tooling (ticketing, knowledge base, monitoring, automation)
- Own support analytics: volume, root causes, trends, friction points, and performance metrics
- Partner with Engineering to build automation that reduces repetitive work
- Build tight feedback loops between customers and Product
- Influence roadmap decisions and collaborate with other teams to improve onboarding and self-serve pathways
Requirements
- 7+ years in Support, Technical Support, Developer Support, or Customer Experience roles, 3+ years leading teams
- Experience building or scaling support functions in modern tech environments (SaaS, cloud, AI, developer tooling)
- Strong technical fluency (APIs, debugging, cloud platforms, logs/metrics, dev workflows)
- Proven ability to operate cross-functionally and influence product direction
- Experience with modern support tooling and AI-enabled workflows
- Experience supporting developer-facing or highly technical products (preferred)
- Experience designing scalable self-serve support models (preferred)
- Background in support operations, quality management, or process engineering (preferred)
- Comfort building systems from scratch in ambiguous, high-growth environments (preferred)
Benefits
- Equal Opportunity Employer
- Prohibits Discrimination and Harassment of Any Kind
- Committed to providing employees with a work environment free of discrimination and harassment
- Reasonable accommodation to employees with protected disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Senior Product Manager owning end - to - end product areas for Orchestry’s Microsoft 365 governance and automation SaaS platform. Turning customer insights into measurable product outcomes.
Product leader driving Innovasea’s aquaculture technology strategy, roadmaps, and launches. Improving fish health, operational efficiency, and sustainability through hardware and software solutions.
Product Manager owning documentation as a product for Versapay’s accounts receivable automation platform. Building AI - assisted pipelines, standards, and publishing systems across ERP applications.
Product Owner shaping digital commerce solutions for Valtech, an experience innovation company. Managing Agile backlogs, requirements, stakeholders, and delivery outcomes for clients.
Product Owner leading commercial data integration, modeling, and governance for McKesson’s healthcare business. Partnering with Canada’s Data & Analytics Hub and Commercial Intelligence team.
Senior Product Manager growing Jobber’s AI teammate for home service businesses. Owning acquisition, onboarding, activation, retention, and monetisation of AI adoption.
Senior Product Manager building Jobber’s AI automation platform for home service businesses. Shipping automations and evaluation tools that help providers save time and operate more efficiently.
Data Product Manager owning enterprise data products for Level Access, an accessibility technology company. Translating business needs into analytics, governance, and AI - enabled solutions.
Staff Product Manager shaping consumer credit and pricing experiences at Affirm, a pay - over - time fintech. Driving product strategy, experimentation, and responsible credit access across teams.