Product Manager

Job Title: Product Manager

Location: [Toronto, Hybrid]

Department: Product / Technology

Type: Full-time

This role requires a minimum of four (4) days per week working onsite at EnStream’s head office in Toronto; this requirement may be changed at management’s discretion.

About Us

We’re on a mission to grow trust in Canada.

EnStream is a trusted leader in secure mobile identity verification and digital trust in Canada. We work at the intersection of technology, telecommunications, data, and identity to enable organizations to deliver seamless, secure digital experiences to their customers. Jointly owned by Canada’s largest telecom providers, EnStream is uniquely positioned to provide secure access to mobile network insights that drive growth, reduce fraud, and protect consumers.

We believe that earning trust is the foundation of every great customer relationship. And we’re building the technology, intelligence, and partnerships to make that possible at scale.

About the Role

We are seeking a Product Manager to own onboarding and operational experience partners have with EnStream, and the internal processes that power it.

This is a product management role with two intertwined halves: the partner-facing side (how a partner experiences onboarding, ongoing support, and everything in between) and the operational side (the workflows, tooling, and cadences that make that experience possible).

You will own this end-to-end, deciding on how onboarding and support should work and feel for partners, define the requirements, drive the build with engineering, design, and tooling partners, and are accountable for the success of the operations of the product.

What You’ll Do

Experience & Process Discovery

• Own end-to-end discovery for both the partner-facing onboarding/support experience and the internal workflows behind it: talk to partners and internal stakeholders (legal, compliance, support, engineering), and use data to identify where the experience or process is breaking down.
• Define requirements and write clear specs covering both what partners see and do at each step and the internal process needed to deliver it.
• Prioritize a backlog of experience and process improvements based on impact, urgency, and effort, and make the call on what gets built next.

Build & Ship the Onboarding & Support Experience

• Own delivery end-to-end of the partner onboarding journey and ongoing support experience, partnering with engineering, design, and tooling vendors as needed.
• Own the onboarding process and experience for new partners/participants (communications, touchpoints, self-service where appropriate) and the resolution experience for partner-reported issues, corrections, and disputes, including target SLAs.
• Own the recurring operating cadence (periodic reporting, partner compliance deliverables, status reviews) and drive automation to reduce manual work overtime.

Measure & Iterate

• Define and track success metrics spanning both the partner experience (e.g., time-to-active, satisfaction, friction points) and internal process health (cycle time, SLA adherence, exception rates), and use them to decide what to fix next.
• Maintain a structured issue/complaint log and partner feedback loop to catch recurring problems early, whether they're experience-related or process-related.
• Document processes as repeatable playbooks so what you build can extend to additional programs without starting from scratch.

Cross-Functional Leadership

• Act as the accountable owner for the partner onboarding and support experience, escalating strategic/roadmap questions to Product leadership while owning execution yourself.
• Represent the partner's perspective internally, and influence and align Legal, Compliance, Support, and Engineering around experience and process changes, without having formal authority over those teams.
• Represent Operations and the partner experience directly to partners and internal stakeholders.

What You Bring

Experience

• 2-3 years of experience in product management, product operations, or a related role involving both process design and customer/partner-facing experience.
• Experience defining requirements, writing specs, and prioritizing a backlog of improvements.
• Experience using data to identify a problem, propose a solution, and measure whether it.
• Comfortable owning a partner journey or process end-to-end, including the parts that require convincing other teams to change how they work.
• Experience in a regulated industry (financial services, telecom, healthcare) or with partner/consortium-style data-sharing programs is a plus.

Skills

• Strong product instincts: structured problem-solving, prioritization frameworks, and the discipline to define success metrics before shipping a change.
• Ability to think about both the partner-facing experience and the operational process behind it, and to translate ambiguous pain points into clear requirements and specs.
• Strong cross-functional influence — able to align legal, compliance, support, and engineering without formal authority over them.
• Strong written and verbal communication; comfortable writing specs, presenting recommendations, and representing the partner experience to internal stakeholders.
• Comfortable with ambiguity and full ownership in an early-stage environment — this role is accountable for outcomes, not just tasks.
• Familiarity with workflow/automation tooling (e.g., ticketing systems, no-code workflow builders, business process management platforms) is a plus.

Why Join Us?

• Be part of a mid-sized, mission-driven company where your work has direct visibility and measurable impact.
• Help shape the future of digital trust, fraud prevention, and mobile identity intelligence in Canada.
• Work on AI products that solve real-world problems for banks, fintechs, insurers, telcos, enterprises, and consumers.
• Partner closely with leadership and influence high-level product, technology, and business decisions.
• Help define how responsible AI can be used to make digital interactions safer, smarter, and more trusted.

Ready to Help Build a Safer Canada?

If you’re a systems thinker, AI product builder, trusted advisor, technical storyteller, and mission-driven leader — we’d love to talk.