Job Posting 70731

Product Manager (Service)
Kids Help Phone
Toronto Metro area
closes in 6 days (Fri, 14 May)
full time - term / contract

Position Overview


Organization: Kids Help Phone

Title: Product Manager

Position: Full Time, Contract until March 2022 (with an opportunity for renewal)

Reports to: AVP, Innovation & Data

Location: Toronto (Temporarily remote due to Covid 19)


Is this you?

Are you motivated by the opportunity to positively impact mental health for young people in Canada? Would you be passionate about helping young people deal with the challenges of growing up in today’s complex, ever-changing, technologically driven world?

As a Product Manager at Kids Help Phone, you will craft intuitive and enriching experiences for young people seeking help in vulnerable and challenging moments. You will always be looking for ways to hone our user-centred process as we continue to improve and enhance our online presence and digital UX.

Kids Help Phone is on a transformational journey, one that will change the landscape of youth mental health in Canada. We cannot do it without a team who are willing to be game changers and help fuel that journey. We need team members that are passionate about making a real difference in young people’s lives. It will take courage. It will take resilience.

Does this sound like you? If so, then keep reading…


The Position

As a Product Manager, you will create an empowering user experience that supports young people as they navigate our services on, SMS, messaging apps, and over the phone.  You will use your product development skills to balance service data, clinical best practices, and organizational priorities while serving the complex needs of our service users. 

In collaboration with our data team, you will design lightweight tests that validate assumptions and hypotheses and you will be responsible for presenting you test designs and results to members of the Service Leadership Team.

This role will be responsible for bringing big ideas to life and your decisions will create valuable lasting impact for young people seeking mental health support. 


What You'll do

  • Demonstrate a user-centric approach by being an active voice for our stakeholders 
  • Help uphold and maintain a high level of user experience and design quality across different teams
  • Support the whole product life-cycle from discovery through to launch and evaluation
  • Liaise with external vendor(s) and internal cross-functional team’s members, supporting day to day project requirements
  • Support Product Owner and the cross-functional team with prioritizing needs and aligning requirements with project and organizational strategic goals
  • Manage technical requirements and leads documentation planning and gathering
  • Leverage data analytics and quantitative analysis to monitor performance and identify new features and tactics to improve KPIs
  • Propose new ideas and processes as needed, and assume ownership over various operational aspects 
  • Actively coordinate with the wider organization to drive larger organizational improvements and foster strong cross-discipline relationships
  • Contribute to the culture through embodying the values and behaviour and making conscious and informed decisions.
  • Support with Project Management tasks as required



What You'll Need

  • Business; Information Technology Management; Psychology undergraduate degree or equivalent experience
  • A certification in Product Management, Technology Management is an asset (direct experience may be substituted)
  • 3-5 years’ experience working with integrated technology-based services
  • Are comfortable building strong relationships and leading cross functional groups through a UX design process
  • Have a strong understanding of UX design and various delivery methods (e.g. agile, or lean) 
  • Consider the holistic experience and wider ecosystem of Kids Help Phone while guiding the product design strategy in alignment with the business strategy
  • Substantial experience using user research and metrics to add significant value to a product
  • Possess an acceptable "Vulnerable Person Sector Criminal Reference Check" prior to starting employment
  • Possess a current “Police Reference Check” prior to starting employment



You’ll already have the following:

  • Have strong communication and leadership skills and prioritize putting the best interests of your team first
  • Ability to focus in a fast paced environment and multitask
  • Ability to work well independently and within a cross-functional team
  • An analytical, meticulous, detail-obsessed mindset, with an unending desire to continue learning
  • Excellent written and oral communications skills
  • Commitment to the vision and goals of the organization



The Organization

Kids Help Phone is a Canadian and world leader, known for their expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people in both English and French. They have been pioneers in virtual care and e-health solutions for young people in Canada for almost 30 years.

Since 1989, they have offered kids, teens and young adults a critical lifeline of hope and support through their free, anonymous and confidential services, which research shows significantly improves youth mental health.

Young people reach out to Kids Help Phone’s professional counsellors and trained volunteers from every corner of the country via phone, Live Chat and texting, and benefit from their database of local youth-serving programs. Kids Help Phone’s website is a widely recognized model of youth-focused design; offering therapeutic tools, games, information, and counselling.



And finally…

Are you are inspired by helping to meet the quickly evolving needs of young people in Canada today and are ready to contribute to a dynamic organization dedicated to improving their mental health and well-being?

History in the making!

Does this sound like a journey you want to be a part of?

Join us!



Open the posting and click the “Apply” button in the top right corner of the page. Please attach a single file with your resume and cover letter titled:* lastname_firstname_Product Manager *

For more information about Kids Help Phone, please visit our website at

The position will be posted until midnight May 14, 2021

Accredited member, Imagine Canada Standards Program.

Kids Help Phone is committed to an inclusive, equitable and accessible workplace. We welcome applications from visible minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, and others who respect and reflect the diversity of service users.



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