Product Experience Manager - Road Service

📋 Description

• • Campana Systems is seeking a dynamic and experienced Product Experience Manager specializing in Road Service to join our team. Reporting directly to the Director of Professional Services, you will be instrumental in owning and evolving AXIS Road Service, a critical dispatch platform that powers emergency roadside assistance for AAA and CAA Auto Clubs across North America. This platform is the backbone of high-volume, real-time operations where unwavering reliability, exceptional speed, and absolute accuracy are paramount. Your role will be pivotal in ensuring the continued success and modernization of this essential service.
• • In this capacity, you will engage closely with various auto club business units, providing dedicated support for the successful launch, seamless implementation, and widespread adoption of the AXIS platform. A key aspect of your responsibility will involve conducting thorough assessments of customer needs, translating these into actionable recommendations, and contributing to the strategic shaping of rollout plans that are meticulously aligned with each club’s unique operational requirements. You will be entrusted with defining and executing the overarching product strategy and roadmap, with a significant emphasis on modernization initiatives. This includes driving cloud readiness, championing an API-first architecture, and integrating responsible AI enhancements, all while rigorously maintaining the 24/7 operational stability that our clients depend on.
• • Collaboration will be at the core of your work. You will foster strong partnerships with customers, engineering teams, professional services, support staff, and external third-party partners. Your objective will be to guide the evolution of legacy capabilities towards a more modern, scalable, and future-proof architecture. Success in this role will be quantitatively and qualitatively measured by tangible customer outcomes, the rate of platform adoption, and the overall impact the product has on their operations.
• • This exciting opportunity is open to candidates located anywhere in Canada. Ideally, we are looking for individuals based in the Eastern Time zone or those who can comfortably work within ET hours to ensure effective collaboration across teams and time zones.
• • Campana Systems is proud to be part of Gemini, a distinguished operating group within Constellation Software Inc. (CSI). Our affiliation with CSI, a globally recognized leader in vertical market software, provides us with the robust stability, continuous innovation, and a long-term investment philosophy characteristic of a world-class software organization. Simultaneously, we retain the agility, specialized focus, and vibrant culture of a dedicated team.
• • Key Responsibilities:
• • Relationship Management & Market Insight: Serve as the primary product liaison for AAA/CAA clubs, engaging in continuous discovery to deeply understand their challenges, identify emerging pain points, and uncover strategic opportunities for improvement and innovation.
• • Product Strategy & Roadmap: Take full ownership of the product vision and develop a comprehensive multi-year roadmap. This includes spearheading modernization efforts and defining innovative AI initiatives, such as intelligent routing, predictive dispatch optimization, advanced fraud detection mechanisms, and insightful analytics capabilities.
• • Delivery & Execution: Skillfully translate complex customer needs into clear, concise requirements. Effectively manage the product backlog and collaborate closely with Agile development teams to ensure the delivery of high-quality, impactful features and enhancements.
• • Go-to-Market & Enablement: Provide essential support to sales, professional services, and customer support teams. This includes developing compelling product messaging, delivering impactful demonstrations, creating comprehensive training materials, and assisting with strategic rollout planning.
• • Cross-Functional Leadership: Foster strong partnerships and effective collaboration with engineering, business intelligence (BI), and support teams. You will also act as the designated product owner during high-impact operational incidents, ensuring swift and effective resolution.
• • AI & Modernization: Lead the charge on responsible AI initiatives, focusing on delivering tangible customer value while upholding the highest standards of operational trust, security, and reliability.
• • About You:
• • You possess a minimum of 3 years of dedicated Product Management experience, preferably within enterprise or operational software environments.
• • You have demonstrable experience with mission-critical systems, particularly in dispatch, logistics, or fleet management solutions.
• • You are adept at working with enterprise business applications and have a proven track record of managing complex project implementations from initiation to successful completion.
• • You excel at translating customer requirements into well-defined solution designs in close partnership with engineering teams.
• • You possess outstanding interpersonal, written, and verbal communication skills, coupled with a strong customer service orientation.
• • You are comfortable and effective working with both modern technology stacks and legacy platforms.
• • You are proficient in using essential project management and collaboration tools such as Jira, Confluence, and the Microsoft Office suite.
• • You are willing to travel across North America as required by project needs and customer engagements.
• • You embody accountability and reliability, consistently meeting demanding deadlines while remaining adaptable to shifting priorities.
• • You operate with a high degree of trust, always prioritizing doing the right thing for customers without compromising on quality or ethics.
• • You are a quick learner and an analytical thinker, capable of rapidly absorbing complex systems and intricate details.
• • You are highly organized and an effective planner, adept at prioritizing tasks, structuring work efficiently, and driving projects to successful outcomes.
• • You are a strong problem-solver, demonstrating resourcefulness, creativity, and a solutions-oriented mindset.
• • You are proactive, anticipating customer needs and taking initiative without requiring constant direction.
• • Bonus Points If You Have:
• • Experience with various project management methodologies.
• • Familiarity with the application of AI/ML concepts to operational systems.
• • Experience with APIs, system integrations, telephony, mobile platforms, or routing services.
• • A Pragmatic Marketing certification or formal product management training.
• • Experience presenting to executive-level audiences and key customer stakeholders.