Product Owner (Field Services)

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

At Xplore, we're transforming how Canadians experience connectivity. Our mission is to deliver reliable, high-quality internet and seamless digital experiences that empower customers in rural communities across the country.

We are seeking an experienced Product Owner to lead the vision, strategy, and delivery of our field service and work order management platforms — the systems that get technicians to the right job, with the right parts, on time. This role owns the end-to-end roadmap for our field service solution, including tools to help work order management, dispatch, scheduling, and technicians, with CRM and related customer engagement technologies as closely connected, secondary platforms. You'll work cross-functionally to translate field technician and customer pain points into prioritized backlogs and reliable, scalable solutions.

Success in this role is measured by the timely delivery of a prioritized roadmap that drives measurable improvements in field service efficiency, technician and customer experience, and platform reliability. Outcomes are tracked through KPIs such as work order cycle time, first-time fix rate, technician utilization, SLA adherence, and customer satisfaction.

Role & Responsibilities will Include:

Product Strategy & Roadmap

You will bring a strong customer-first and field-first lens to backlog management and prioritization.

• Own and prioritize the product backlog for the field service product, balancing customer needs, technical debt, and business goals.
• Own and drive the product vision and multi-year roadmap for field service and work order management platforms, with CRM and related systems as connected, secondary priorities.
• Align product roadmaps with enterprise strategy, customer experience goals, and operational priorities.
• Identify opportunities to modernize platforms leveraging cloud, automation, APIs, IoT/sensor data, and AI where applicable.
• Balance run-the-business stability with modernization and innovation.
• Make trade-offs transparently, with strong alignment to customer and business outcomes.

Customer & Field Discovery

You will advocate for the customer and field technician in every product decision.

• Translate customer pain points — dispatch inefficiencies, SLA tracking, technician scheduling, asset/inventory linkage — into clear user stories and acceptance criteria.
• Conduct customer discovery (interviews, surveys, field visits) to validate feature requirements.
• Validate requirements against real technician and customer journeys and scenarios.
• Partner with UX, service design, and research teams to deliver intuitive, accessible field and customer experiences.
• Support experimentation, MVPs, and test-and-learn approaches to validate product ideas.

Stakeholder & Service Provider Engagement

• Partner with Customer Operations, Field Service, Network, and Sales teams to understand business needs and pain points.
• Act as the primary voice of the customer and business for the field service platform.
• Coordinate with support and success teams to prioritize bug fixes and enhancement requests.
• Present roadmap updates and product decisions to stakeholders and leadership.
• Lead stakeholder reviews, roadmap discussions, and trade-off decisions with clarity and influence.

Agile Delivery & Backlog Ownership

You will partner closely with IT teams in an Agile/Scrum environment to ensure high-quality, incremental delivery.

• Own and maintain the product backlog, including epics, features, and user stories.
• Write specs, groom the backlog, and clearly define business requirements, acceptance criteria, and success metrics.
• Prioritize work based on value, risk, dependencies, and capacity.
• Run and participate in agile ceremonies — sprint planning, reviews, retros.
• Provide ongoing guidance to developers and testers throughout the sprint.
• Enable incremental delivery in complex environments with multiple systems and dependencies.

Technology & Integration Management

• Manage integrations with related systems — CRM, ERP, inventory, IoT/sensor data, and scheduling/dispatch tools.
• Ensure solutions integrate effectively across channels.
• Collaborate with architecture, engineering, and security teams to ensure scalable, compliant solutions.
• Manage relationships with technology vendors and system integrators, including roadmap alignment and delivery oversight.

Measurement & Continuous Improvement

You will focus on results, not just delivery.

• Define and track KPIs such as work order cycle time, first-time fix rate, technician utilization, SLA adherence, and customer satisfaction.
• Leverage data and insights — call drivers, field data, customer feedback — to continuously improve platform capabilities and customer/technician journeys.
• Champion best practices in product management, agile delivery, and customer-centric design.

What Success Looks Like

• A well-defined, prioritized roadmap exists for field service.
• Tangible improvements in field service and customer experience — first-time fix rate, cycle time, SLA adherence, CSAT.
• Work order workflows reduce friction for field technicians and dispatch teams.
• Predictable, high-quality delivery: agile teams consistently deliver valuable increments, not just output.
• Strong stakeholder and Service Provider confidence and alignment.

An Ideal Candidate Will Bring

• 5+ years of experience as a Product Owner, preferably in field service, telecommunications, or other large-scale operational environments.
• Strategic thinking with strong execution focus.
• Experience with work order management, CRM, ERP, or scheduling/dispatch platforms.
• Hands-on experience with agile development teams (Scrum, Kanban); comfortable writing specs and grooming backlogs.
• Demonstrated ability to translate customer and field needs into clear product requirements.
• Comfort working in complex environments with multiple systems, integrations, and dependencies.
• Strong stakeholder management, communication, and presentation skills.
• Ability to use data, insights, and customer to guide product decisions.

Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.