GardaWorld : Stoney Creek - Product Manager

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Job Description

Position Title: Product Manager, ECAM Central

Position Reports to: Vice President, Software Development

Version Date: March 2026

Job Code:

85k-100k

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Position Summary

The Product Manager for ECAM Central is the strategic leader responsible for the Product vision, commercial success, and market positioning of the company’s customer portal. This role serves as the primary bridge between the market, customers, internal stakeholders and the software development team. You will act as the Voice of the Customer (VoC), translating user needs into a high-impact digital strategy while ensuring the product remains ahead of industry trends through rigorous competitive market analysis.________________________________________

Duties & Responsibilities

Product Strategy & Roadmap

•            Own the vision and strategy for ECAM Central, ensuring it meets customer and business goals.

•            Perform regular assessments of competitor offerings to ensure ECAM Central remains ahead of industry benchmarks and "table-stakes" expectations.

•            Gather and analyze customer feedback, market trends, and usage data to inform product decisions.

•            Define and maintain the product roadmap, prioritizing features based on value, usability, and feasibility.

•            Ensure ECAM Central evolves as a best-in-class customer portal with continuous improvements.

Agile Delivery & Collaboration

•            Act as the primary liaison between business stakeholders and development teams in an Agile Scrum environment.

•            Write clear user stories, acceptance criteria, and product requirements for ECAM Central features.

•            Collaborate with developers, UX designers, and QA to ensure successful delivery of portal enhancements.

•            Participate in sprint planning, reviews, and retrospectives to drive continuous improvement.

•            Ensure ECAM Central delivers secure, scalable, and user-friendly functionality.

•            Support the rollout of the application and new features, including communication, training, and adoption activities.

•            Develop sales-facing collateral, demo environments, and value propositions that highlight the portal’s unique advantages.

Customer, Stakeholder Engagement & Communication

•            Facilitate customer workshops and requirement-gathering sessions to refine portal features.

•            Partner with cross-functional teams including customer support, operations, and sales to align ECAM Central with customer needs.

•            Communicate product updates, release plans, and performance metrics to stakeholders.

•            Evaluate new technologies and integrations to enhance ECAM Central’s capabilities.

•            Drive initiatives to increase customer engagement and grow the number of active users on ECAM Central.

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Qualifications

•            Bachelor’s degree in business administration, Information Technology, Computer Science, or a related field, or equivalent experience.

•            Minimum of 5 years of experience in product management or product ownership, with a proven track record of delivering successful customer-facing applications.

•            Experience working in Agile/Scrum environments and managing product backlogs.

•            Strong analytical, problem-solving, and communication skills.

•            Familiarity with SDLC tools such as Jira, Azure DevOps, or similar platforms.

•            Experience with customer portals, ecommerce websites or SaaS platforms preferred.

•            Experience with user interface design tools such as Figma Design Software is a plus, particularly for creating wireframes, interactive prototypes, and collaborating with UX/UI designers to ensure intuitive and visually appealing portal experiences.

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Working Conditions

•            Remote work is acceptable, with required travel to company headquarters monthly.

•            Travel to client sites as needed.

•            Travel to trade shows and industry events.

•            Flexibility in work schedule to accommodate global teams.

•            Availability after hours as needed for portal launches or critical issues.

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Key Success Metrics

•            Customer Adoption Rate: Percentage of customers actively using ECAM Central.

•            Customer Satisfaction (CSAT/NPS): Measured improvement in customer feedback and portal usability.

•            Feature Delivery Velocity: Timely completion of prioritized backlog items per sprint/release cycle.

•            Portal Uptime & Reliability: Consistently meeting or exceeding SLA targets for availability and performance.

•            Support Ticket Reduction: Decrease in customer support requests related to portal functionality.

•            Business Value Realization: Alignment of delivered features with measurable business outcomes (e.g., revenue growth, cost savings).

•            User Engagement Metrics: Increased frequency of logins, transactions, and feature utilization.

•            Continuous Improvement: Demonstrated enhancements in portal design, security, and scalability over time.

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