Director of Product

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are changing the way people think about customer service by leveraging software technology, and we need your help!

The Director of Product will take full ownership of our flagship AIproduct, leading its evolution from an early-stage tool into a mature, high-impact product deployed across the global client network.

This position is responsible for shaping a multi-product, multi-year strategy that ensures solutions remain aligned with IntouchCX's rapid global growth and scale.

The ideal candidate serves as a visionary collaborator and expert in the Product Management Lifecycle, demonstrating superior facilitation skills and a passion for building, mentoring, and inspiring a high-performing team of Product Managers.

As Director of Product, You Will…

Contribute to the strategy and design of new software products and/or enhancements.

Working with the VP of Product, help build and manage the ongoing evolution of a muti-product road map that aligns to IntouchCX business objectives.

Mentor a team of top tier talent, including but not limited to:

AI Prompt Engineers

Product Management

Business Analysis

UI/UX

Oversee the analysis and design of specific inhouse developed tools as well as various integrations with third party products.

Partner with various stakeholders to ensure all projects are delivered on time and with a high level of quality.

Ensure the appropriate evolution of IntouchCX software tools.

Ensure technology solutions align to business requirements and direction.

Perform continuous review of technologies, industry standards, industry-related developments as well as user feedback to make recommendations relative to the need for further research and associated changes.

Promote and advance IntouchCX culture.

Define and monitor key team and system metrics.

Ensure all projects and resources align to budget.

As Director of Product, You Need…

Bachelor's or advanced degree in Computer Science, Engineering, or a related field preferred.

10+ years of professional experience in Product Management or Business Analysis.

7 or more years of experience in a team leadership or managerial role.

Proven track record of successfully delivering medium-to-large software projects.

In-depth understanding of Product Management Lifecycle methodologies and tools.

Prior experience working within Agile software development environments is highly preferred.

Background in data integration and reporting systems is considered a strong asset.

Solid knowledge of prevailing industry trends, best practices, and change management frameworks.

Excellent speaking and writing abilities.

Ability to prioritize and plan work activities as needed.

Ability to meet aggressive deadlines and handle multiple and complex projects.

Ability to coach and mentor employees, providing career and professional guidance.

Ability to interface with internal and external stakeholders.

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a Director of Product…

Industry-leading medical, vision, and dental benefit plans + paid time off benefits

Amazing career growth opportunities