Product Owner (MS Dynamics CRM) - Hybrid - Contract

Product Owner – MS Dynamics CRM to join the Business Technology team in Toronto. Reporting to the Director, Business Technology, this role is accountable for the product ownership, roadmap, delivery, and production health of the MS Dynamics CRM platform and related application ecosystem in support of company's Canada’s strategic priorities, operational resilience, and controlled business growth. Accountable for •Act as the single accountable owner for what is released into production, ensuring quality, stability, and alignment to business objectives •Establish and manage the product backlog, prioritizing features, enhancements, and defects in line with business priorities and platform health •Own production health, including performance oversight, incident triage, remediation prioritization, and continuous improvement •Own and drive product roadmap alignment with business strategy, ensuring prioritization reflects measurable business outcomes •Be accountable for release readiness, including ensuring appropriate testing, sign-off, and risk mitigation prior to deployment •Own post-release outcomes, including monitoring adoption, performance, and issue resolution following production releases •Ensure end-to-end traceability from business requirements through to delivered functionality and production outcomes •Be accountable for balancing feature delivery vs. platform stability, making trade-off decisions where required •Own stakeholder alignment and prioritization decisions, ensuring transparency and clarity on what is being delivered and why •Ensure compliance with governance, change control, and release management processes across the CRM platform Duties and Responsibilities •Own the end-to-end product lifecycle for MS Dynamics CRM, including roadmap, backlog, delivery, release management, and production support •Work with Scrum Masters, Project Managers, delivery teams, and business stakeholders to plan and drive work across sprints and initiatives •Oversee requirements and solution design activities with Business Systems Analysts, technology teams, and external partners •Partner with upstream and downstream Product Owners to align on release timing, dependencies, and impacts across systems •Coordinate releases across systems to ensure smooth delivery and minimal business disruption •Provide clear direction to development, testing and integration teams to ensure solutions align to business needs and platform standards •Lead backlog refinement and sprint planning to ensure work is well-defined and ready for delivery •Validate delivered solutions and ensure expected business outcomes are achieved •Lead UAT and ensure stakeholder sign-off and readiness for production •Act as the main escalation point for product issues, risks, and production incidents •Work with support, infrastructure, and vendors to resolve issues and address root causes •Drive continuous improvements across the CRM platform, including process, performance, and automation •Ensure documentation, knowledge transfer, and operational readiness are in place for releases •Track and communicate delivery progress, system performance, and key production metrics •Build strong relationships across business and technology teams to support alignment and adoption Technical skills/Knowledge/Experience •Mandatory: strong, hands-on experience with MS Dynamics CRM (Dynamics 365), including configuration and platform capabilities •Proven experience in a Product Owner or senior delivery leadership role for MS Dynamics CRM •Experience leading at least one large-scale MS Dynamics CRM implementation •Strong experience with integration architecture, APIs and enterprise system landscapes •Strong understanding of SDLC, release management and production support models •Experience working with remote development and vendor teams •Ability to bridge business and technical teams effectively •Experience with production support and incident management •8+ years’ experience in system implementation, product delivery or related roles •Experience in the insurance sector, preferably Commercial Lines •SQL or data experience is an asset

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