Job Description

The Senior Product Manager, Cross Platform Experience will own the horizontal product responsibility for stitching the member experience together across platforms, business units, and channels. This role ensures the end-to-end member journey is coherent, consistent, and scalable at the enterprise level.

Position Responsibilities:

1. Enterprise Member Experience Strategy & Delivery

• Lead the end-to-end strategy, design, and delivery of a unified member experience across platforms and lines of business.
• Drive initiatives from discovery through launch, measurement, and optimization, ensuring solutions are scalable, reusable, and aligned with enterprise objectives.
• Manage delivery risks, dependencies, and trade-offs across multiple platforms and stakeholders.
• Maintain alignment with senior leaders on priorities, scope, milestones, and outcomes.

1. Platform Ecosystem & Partner Management

• Manage strategic platform and digital health partners, ensuring integrations deliver a seamless and consistent member experience.
• Align partner roadmaps and capabilities with enterprise priorities and long-term member experience objectives.
• Evaluate new partnership opportunities and contribute to build, buy, and integration decisions.

1. Enterprise Roadmap Planning & Prioritization

• Co-lead the enterprise member experience roadmap in partnership with Product, Technology, Architecture, Data, Operations, and Business leaders.
• Identify and prioritize opportunities that deliver the greatest value for members and the enterprise.
• Balance competing priorities across business units while driving a cohesive enterprise experience strategy.

1. Cross-Platform Integration & Capability Development

• Lead the development and optimization of shared services, configurable capabilities, and standardized integration patterns.
• Drive cross-platform integration initiatives including APIs, data exchanges, and shared technology services.
• Ensure solutions are scalable, reusable, secure, and aligned with enterprise architecture standards.
• Partner closely with Engineering, Architecture, Security, and Design teams to deliver high-quality member experiences.

1. Performance Measurement & Continuous Improvement

• Define and monitor KPIs and success metrics related to adoption, engagement, satisfaction, operational efficiency, and member outcomes.
• Use data insights, experimentation, and member feedback to continuously improve the end-to-end experience.
• Provide recommendations to leadership based on performance trends and business impact.

1. Executive Communication & Stakeholder Management

• Translate complex technical and business topics into clear recommendations and executive-level communications.
• Build strong relationships across business units and functions to drive alignment, decision-making, and execution.
• Present strategic recommendations, progress updates, risks, and opportunities to senior leadership.

Required Qualifications:

• Minimum of 7+ years of Digital Product Management experience, with demonstrated horizontal ownership across multiple platforms or business units — not solely single-platform delivery.
• University Degree in Business, Technical, or a Quantitative Field. A master's degree / business-oriented education is a strong plus combined with a technical background.
• Demonstrated ability to prepare and present clear, concise memos and recommendations to senior leadership across multiple business units.
• Strong communication skills with the ability to simplify complex, technical, and architectural topics — spanning several platforms — into practical, business-relevant narratives.
• Exceptional relationship-building skills with senior business leaders, technology partners, and external vendors / health partners across the full platform landscape.
• Ability to work under pressure, manage multiple competing priorities across platforms, and adapt to changing demands.
• Proven experience integrating and scaling services and solutions from initial build (0 to 1) to enterprise-wide adoption (1 to n) across multiple platforms.
• High level of self-motivation, ownership, and accountability for enterprise outcomes vs. activity.
• Highly developed financial and commercial acumen, including comfort with business casing, ROI, and ongoing value tracking at a cross-platform scale.
• Comprehensive expertise on platform services, APIs, and SDKs, specifically in multi-line-of-business or enterprise environments — core to this horizontal role rather than a nice-to-have.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.