Product Manager - CX

Waste Connections is looking for a strategic and results-oriented Product Manager, CX AI to lead the development and deployment of AI-powered customer experience solutions across our operating footprint. This role will be responsible for defining product strategy, driving adoption, and delivering measurable business value through customer-facing AI products and digital experiences.

Position Responsibilities

• Own the vision, roadmap, backlog, and success metrics for CX AI products, including virtual agents, self-service tools, and mobile applications.
• Translate business requirements into clear product requirements and technical user stories.
• Prioritize roadmap initiatives based on business value, feasibility, customer impact, and cross-functional dependencies.
• Lead district onboarding and enterprise-wide product rollouts to ensure successful adoption and scalability.
• Partner with IT, platform architects, operations, customer service, and business leaders to align product delivery with company objectives.
• Monitor product performance, customer feedback, and adoption metrics to drive continuous improvement.
• Establish responsible AI standards, including guardrails, content moderation, compliance, and governance requirements for customer-facing AI solutions.
• Support relationships with strategic technology vendors and AI partners.
• Communicate roadmap progress, risks, dependencies, and business outcomes to executive leadership and key stakeholders.

Desired Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field.
• 5+ years of product management, digital product, customer experience, or technology leadership experience.
• Strong business acumen with the ability to quantify and communicate product value.
• Experience prioritizing product backlogs and managing diverse stakeholder groups, including field operations, customer service teams, and executive sponsors.
• Strong analytical skills with the ability to evaluate business and technical trade-offs.
• Working knowledge of enterprise data platforms, integrations, source systems, and data dependencies.
• Experience leading CX, digital transformation, or AI initiatives in a distributed, multi-site organization preferred.
• Proven track record scaling AI, GenAI, automation, or analytics-driven products from pilot through enterprise rollout.
• Experience working in high-volume customer interaction environments such as utilities, telecommunications, logistics, subscription-based, or residential services businesses preferred.
• Ability to drive change and influence stakeholders across a geographically dispersed organization.

Waste Connections is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability or protected veteran status.