Job Description

The Senior Product Manager, Product Operations Member Experience & Digital Health will lead the operational performance, optimization and continuous improvement of our Member Experience & Digital Health product ecosystem. They will own the operational health of the Member digital experience and ensure member-impacting issues are identified, triaged, resolved and converted into long-term product improvements.

This role will focus on strengthening the backend systems, data flows, integrations and operational processes that enable scalable and reliable digital experiences. The Senior Product Manager will identify and lead system improvements, manage complex technology and DTS-related issues, drive root-cause resolution, and coordinate cross-functional teams to improve platform performance, stability and member outcomes.

Working across Product, Technology, DTS, Data, Architecture, Operations and external partners, this role will serve as a key connector between product needs and technical execution, ensuring issues are resolved sustainably, recurring problems are eliminated, and the underlying platform continues to scale effectively.

Position Responsibilities:

• Own the operational health, stability, and optimization of Member Experience & Digital Health capabilities, ensuring platforms are reliable, scalable, and deliver a seamless member experience.
• Lead the identification, triage, and resolution of complex product, platform, data, integration, and technology issues, driving timely remediation and clear accountability across stakeholders.
• Conduct root cause analysis to identify systemic issues, eliminate recurring problems, and implement sustainable solutions that improve long-term platform performance.
• Partner closely with Product, DTS, Engineering, Architecture, Data, Operations, and external vendors to translate member and business needs into technical and operational improvements.
• Monitor platform performance, operational metrics, KPIs, and service levels to identify trends, risks, and opportunities for continuous improvement.
• Analyze member journeys, operational processes, and platform capabilities to identify gaps, inefficiencies, and opportunities to enhance the digital member experience.
• Own and prioritize a Product Operations backlog and roadmap, balancing member impact, business value, risk, technical feasibility, and delivery effort.
• Identify opportunities to improve backend systems, APIs, integrations, data flows, shared services, workflows, and platform processes to increase reliability, scalability, maintainability, and operational efficiency.
• Coordinate cross-functional initiatives by establishing clear ownership, priorities, dependencies, milestones, and escalation pathways.
• Collaborate with Product, Technology, Architecture, and Data teams to optimize integrations, data flows, and shared services while reducing technical debt and operational complexity.
• Translate complex technical, operational, and data-related issues into clear business impacts, recommendations, and actionable decisions for stakeholders and senior leaders.
• Champion scalable, enterprise-wide solutions that can be leveraged across multiple business areas rather than creating one-off fixes.
• Foster a culture of continuous improvement through proactive monitoring, operational excellence, problem management, and optimization initiatives.

Preferred Qualifications:

• Experience: Minimum 7+ years of experience in Product Management, Product Operations, Technology Delivery, Platform Operations or a related discipline.
• Strong understanding of backend systems, APIs, integrations, data flows, shared services and enterprise technology environments.
• Demonstrated ability to lead complex incidents and problems through triage, root-cause analysis, remediation and continuous improvement.
• Proven ability to work effectively with technology and enterprise IT organizations and navigate complex technology dependencies.
• Strong communication skills with the ability to translate complex technical and operational issues into clear business implications and recommendations.
• Ability to operate effectively in high-pressure environments, manage competing priorities and drive resolution of critical issues.
• Exceptional relationship-building and influencing skills across Product, Technology, DTS, Data, Architecture, Operations and external partners.
• High level of self-motivation, ownership and accountability for outcomes, with a bias toward action and resolution.
• Demonstrated experience identifying systemic improvements, reducing operational friction and improving platform performance and reliability.
• Experience with APIs, SDKs, integration patterns, data pipelines and enterprise platform environments is strongly preferred.

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.