Product Owner - Agentic

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you'll be doing

You’ll join a team that’s focused on transforming contact centre experiences through innovative, client-centred solutions that create measurable value for our clients, our agents, and our business. As a Product Owner, Contact Centre Transformation, you’ll define the vision, goals, and roadmap for initiatives that introduce Agentic Artificial Intelligence (AI) capabilities into contact centre processes, with a focus on reducing manual effort, improving service experiences, and enabling meaningful call reduction over time. You’ll act as the key point person for bringing agentic solutions to life, working across multiple Squads and with business, digital, and technology partners to move use cases from proof of concept into production. You’ll balance strategic thinking with delivery execution, translating complex contact centre opportunities into clear priorities, user stories, and outcomes that support ambitious operational goals. You’ll partner closely with teams building orchestration capabilities, enabling experiences such as automated transfers, card balance inquiries, and other high-volume call drivers to be handled effectively within Interactive Voice Response (IVR) and AI-enabled journeys. Through strong stakeholder management, thoughtful prioritization, and a focus on business outcomes over outputs, you’ll help shape scalable, governed, and human-centred AI solutions that support CIBC’s contact centre transformation.Act as the Product Owner for their squad, with accountability for prioritization and delivery, while partnering across multiple squads as needed to achieve their OKRs.

At CIBC we enable the work environment most optimal for you to thrive in your role. You'll have the flexibility to manage your work activities within a hybrid work arrangement where you'll spend 1-3 days per week on-site, while other days will be remote.

How you'll succeed

• Product strategy and roadmap leadership - Define and champion the product vision, goals, and roadmap for Agentic AI use cases within the contact centre, ensuring alignment with business priorities, client needs, and transformation objectives.
• Backlog management and prioritization - Build, refine, and manage a complex backlog by translating contact centre opportunities, operational pain points, and agent needs into actionable user stories, requirements, and success criteria. Make informed trade-offs to focus on high-value use cases and tangible outcomes.
• Delivery from proof of concept to production - Lead the progression of agentic solutions from early-stage exploration through delivery into production environments, ensuring solutions are practical, scalable, and designed to create measurable business value rather than remaining at pilot stage.
• Cross-functional orchestration and partnership - Work across Squads and partner closely with digital teams, engineering, user experience and user interface designers, business systems analysts, AI modelers, and system engineering leads to bring end-to-end solutions to life and support successful execution.
• Risk, governance, and quality management - Help ensure delivery aligns with guardrails, governance, policy requirements, and quality expectations. Support the development of solutions that use trusted content, reflect CIBC policies, and create reliable, human-like experiences for clients and employees.
• Stakeholder engagement and influence - Build strong relationships with business leaders, executives, governance partners, and delivery teams to align priorities, manage dependencies, and maintain momentum in a fast-paced, evolving environment.

Who you are

• You bring deep product delivery experience. You have a strong track record of end-to-end product delivery in complex environments and know how to move work forward through ambiguity and changing priorities.
• You can communicate with impact. You have exceptional written and verbal communication skills and can tailor your message to a range of audiences, including senior leaders and cross-functional partners.
• You influence without formal authority. You build alignment across matrixed teams, navigate competing interests, and use sound judgment, negotiation, and relationship management skills to drive outcomes.
• You give meaning to data. You use analytical thinking and insight to evaluate outcomes, solve complex problems, and support strategic product decisions.
• You're digitally savvy. You bring strong knowledge of application delivery processes, product delivery frameworks, and the broader information technology environment, and you continuously look for better ways of working.
• You can demonstrate experience in product ownership, backlog management, agile delivery, stakeholder management, and digital, AI, or contact centre transformation initiatives. It’s an asset if you have experience with Agentic AI, large language models, small language models, conversational AI, IVR, orchestration platforms, or modern customer service technologies.
• You have a degree/diploma in Computer Science, Engineering, Business, or a related field.
• You can demonstrate familiarity with machine learning, AI modeling, and technical concepts such as Java or Python. It’s an asset if you’ve worked closely with engineering and modeling teams to bring AI-enabled solutions into production.
• You have experience balancing business and technology priorities. You’re comfortable operating in a role that requires strong product judgment, delivery discipline, and technical fluency, while staying focused on business outcomes and stakeholder alignment.
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-181 Bay St. 6th

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Backlog Management, Communication, Data-Driven Decision Making, Domain Knowledge, Influencing Without Authority, Negotiation, Problem Solving, Product Portfolio Strategy, Product Roadmap Development, Risk Management, Sprint Planning, Stakeholder Management, User Story Mapping