Technical Product Manager I

About Bell

Connection is everything at Bell, driving innovation and bringing people closer to what matters. We're building a more connected future through world-class networks, AI-powered solutions, and digital experiences. Bell empowers its teams with cutting-edge technology, AI tools, and a collaborative environment that fosters creativity and growth. Join #TeamBell to make a real impact on how people connect and transform what's possible.

The Role: Technical Product Manager I

As a Technical Product Manager I at Bell, you will lead products that significantly impact customer connections, work, learning, and play. You'll join a multi-skilled team, collaborating with like-minded professionals to deliver exceptional customer experiences efficiently. This role focuses on accelerating development, managing innovative product lines, driving product lifecycle, use case development, and business adoption. You will also contribute unique insights through competitive benchmarking, analysis, and business planning.

Summary of the Position

This Technical Product Manager I role is crucial for Bell's AI-driven contact strategy, particularly as we scale our AI-powered contact center experiences. Given the complexity across platforms, brands, and vendors, you will manage technical details while ensuring cross-channel consistency. You will safeguard the performance of our Voice and Chat Virtual Assistants, prevent production issues, and ensure core customer journeys remain accurate, secure, and scalable.

Key Responsibilities

• Lead end-to-end design and delivery of core Virtual Assistant capabilities across various brands.
• Translate business needs into clear technical requirements, user stories, and comprehensive product roadmaps.
• Collaborate effectively with engineering, NLU, design, analytics, and external vendor teams to deliver enhancements and resolve issues.
• Oversee quality assurance, rigorous testing, and production validation to ensure stable and reliable customer experiences.
• Continuously monitor performance metrics and customer insights to proactively identify opportunities for improvement and optimization.

Critical Qualifications

• 2+ years of experience in Product Management.
• Strong understanding of authentication/ID systems, IVR, NLU (Voice & Chat), intent recognition, STT, SSML, and APIs.
• Proficiency with JIRA, Confluence, and DFCX.
• Demonstrated experience in root-cause analysis, effective backlog prioritization, and structured problem solving.
• Ability to interpret transcript data, interactions, CSAT, and VOC to drive product improvements.
• Skilled in customer transcript analysis for identifying optimization opportunities.
• Strong cross-functional communication skills and proven stakeholder management abilities.
• Aptitude for documentation, requirement-writing, and presenting complex technical concepts clearly.

Additional Information

This is a Regular - Full Time Management position. The work arrangement is Hybrid, requiring successful candidates to be based in Canada and report to a set Bell office (Toronto, Calgary, Vancouver, Mississauga, or Montreal) for a minimum of 3 days a week. Flexibility in work hours is offered based on business needs. Adequate knowledge of French is required for positions in Quebec.

Compensation and Benefits

Bell values its team members and offers a comprehensive compensation package. This includes a competitive salary, and a wide range of benefits for personal and family well-being. Upon joining, you'll be eligible for medical, dental, vision, and mental health benefits tailored to your needs. Bell team members also enjoy a 35% discount on Bell services and access to exclusive partner offers.

Inclusivity at Bell

Bell is committed to fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. The company ensures clarity in its hiring process and encourages individuals requiring accommodations to reach out to recruitment@bell.ca for arrangements. Bell also utilizes artificial intelligence to assess parts of applications; review their privacy policy for details.

Key skills/competency

• Product Management
• Virtual Assistants
• NLU (Natural Language Understanding)
• API Integration
• JIRA/Confluence
• Stakeholder Management
• Requirement Gathering
• Root Cause Analysis
• Customer Experience (CX)
• AI/ML Products