Intermediate Product Owner I

Overview of role:

At WestJet, we know that how we communicate during a disruption can have as much impact on the guest experience as the disruption itself. We are looking for an Intermediate Product Owner to join our Guest Content & Communications team and lead the evolution of operational disruption communications and notifications across the guest journey.

Working closely with the Operations Control Centre (OCC), Technology teams, Guest Experience, Airports, Contact Centre, and other operational stakeholders, you will execute and evolve the product vision for guest communications during irregular operations. Your focus will be on delivering timely, relevant, and intuitive communications that keep guests informed and empowered when travel plans are impacted.

The ideal candidate will have experience delivering digital products, managing product roadmaps, and leveraging guest insights and operational data to improve experiences at scale. They will be passionate about user experience, communication strategy, and solving complex operational challenges through technology. This individual thrives in a highly collaborative environment, can balance competing stakeholder priorities, and has a proven ability to deliver meaningful outcomes through agile product development.

Key Deliverables:

• Own and evolve the product vision, roadmap, and backlog for communications capabilities.
• Apply a data-driven approach to define, prioritize, and validate product enhancements using operational metrics, guest feedback and stakeholder insights.
• Partner closely with OCC teams to understand disruption management processes, communication requirements and operational pain points, translating them into scalable product solutions.
• Lead end-to-end product initiatives, including discovery, requirements gathering, journey mapping, user story development, testing, implementation, and ongoing optimization.
• Demonstrate flexibility and responsiveness to evolving operational priorities, supporting urgent business and guest communication needs during disruption events and other critical operational situations.
• Advocate for guest-centric communication experiences by identifying opportunities to improve clarity, relevance, timing, and personalization of disruption notifications.
• Define success metrics and KPIs for disruption communications, including guest engagement, communication effectiveness, operational efficiency, and guest satisfaction outcomes.
• Develop strong partnerships across Operations, Technology, Data, and Guest Experience teams to align priorities and ensure successful delivery of roadmap initiatives.
• Manage stakeholder expectations, facilitate decision-making, and balance business, operational, technical, and guest needs when prioritizing work.
• Support continuous improvement efforts by monitoring platform performance, identifying opportunities for optimization, and proactively addressing operational challenges.

Experience and Qualifications

• Bachelor's Degree or Diploma in Business, Technology, Design, or a related field.
• 3-5+ years of experience working in digital product management, technology, operations, or related disciplines.
• 1-2+ years of experience in a Product Owner or Product Management role, with ownership of product roadmaps and delivery outcomes.
• Experience delivering guest-facing digital products, communication platforms, workflow tools, or operational systems.
• Strong agile product management experience including backlog management, sprint planning, prioritization, and user story development.
• Proven ability to translate complex business and operational requirements into technology solutions.
• Strong analytical, communication, and stakeholder management skills, with a proven ability to influence cross-functional teams and balance competing priorities.
• Strong guest-centric mindset with an understanding of UX principles and design thinking.

Preferred Experience

• Experience in airline operations, travel, transportation, hospitality, or other customer-focused industries.
• Knowledge of disruption management, operational communications, notifications, messaging platforms, or guest communication systems.
• Experience with journey orchestration, communication workflows, digital notifications, SMS and email.
• Knowledge of analytics, experimentation, KPI development, and performance measurement.
• Experience working with operations control centres, command centres, or real-time operational environments is considered a strong asset.

What Success Looks Like

This role will be responsible for ensuring WestJet's disruption communications evolve to become more proactive, personalized, transparent, and effective. Success will be measured through improved guest experience outcomes, reduced guest effort during disruptions, increased operational efficiency, and the successful delivery of product enhancements that help guests navigate travel disruptions with confidence.