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About the job

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.