Job Description
Req Id: 428374
Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world‑class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people. That’s why we equip our teams with cutting‑edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.
At Bell, tech product managers like you lead products that impact how our customers connect, work, learn and play. As a member of this multi‑skilled team, you will partner with other like‑my‑mind professionals to lead exceptional customer experiences through cost‑effective project delivery.
You’ll accelerate the pace of development, manage innovative and emerging product lines, drive product lifecycle management, use case development, business adoption, and more. You’ll bring the unique, best‑in‑class competitive benchmarking, analysis and business‑planning perspectives to the team that only you can offer.
Summary
As we scale our AI‑powered contact center experiences, the complexity across platforms, brands, and vendors means we need someone who can manage the technical details while ensuring cross‑channel consistency.
This role safeguards the performance of our Voice and Chat Virtual Assistants, prevents production issues, and ensures that core customer journeys remain accurate, secure, and scalable—making it essential to Bell’s AI‑driven contact strategy.
Key Responsibilities
Lead end‑to‑end design and delivery of core Virtual Assistant capabilities across brands.
Translate business needs into clear technical requirements, user stories, and product roadmaps.
Collaborate with engineering, NLU, design, analytics, and external vendor teams to deliver enhancements and resolve issues.
Oversee quality assurance, testing, and production validation to ensure stable and reliable customer experiences.
Continuously monitor performance metrics and customer insights to identify opportunities for improvement.
Critical Qualifications
2 plus years of experience in Product Management.
Strong understanding of authentication/ID systems, IVR, NLU (Voice & Chat), intent recognition, STT, SSML, and APIs.
Experience with JIRA, Confluence, DFCX.
Root‑cause analysis, backlog prioritization, and structured problem solving.
Ability to interpret transcript data, interactions, CSAT, and VOC to drive improvements.
Customer transcript analysis for optimization opportunities.
Strong cross‑functional communication and stakeholder management.
Skilled in documentation, requirement writing, and presenting technical concepts.
Adequate knowledge of French is required for positions in Quebec.
Additional Information
Position Type:
Management
Job Status:
Regular - Full Time
Job Location:
Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : British Columbia : Vancouver || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Work Arrangement:
Hybrid
Application Deadline:
03/04/2026
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work‑life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that taking care of our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support your well‑being and the well‑being of your family too. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and have access to exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.
Created: Canada, ON, Toronto
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