The Head of Digital Product & Experience is responsible for leading Product, Design, and Product Analytics for Tim Hortons’ owned digital guest experiences across Mobile App, Web, Catering, and connected delivery experiences, including product capabilities that leverage AI/ML for personalization, optimization, and improved guest experiences.
This leader oversees product and experience teams aligned to core digital commerce and engagement capabilities while partnering closely with Engineering, Restaurant Technology, Marketing, Loyalty/CRM, Operations, and Support to deliver scalable, modern, and high-performing digital experiences.
The ideal candidate combines deep product management expertise, strong product operating discipline, design fluency, analytical rigor, technical fluency, and modern AI-enabled product development practices. This role requires a leader who can create clarity across complex cross-functional environments, translate strategy into disciplined product execution, and drive measurable guest and business outcomes through strong prioritization, product discovery, experience direction, analytics, and roadmap ownership.
This role is best suited for a high-ownership leader who thrives in a fast-paced, high-expectation environment. The successful candidate will bring urgency, resilience, and a strong bias for action, while leading with curiosity, humility, and respect for existing context. They should be able to operate at both strategic and hands-on levels, build trust across teams, and help shape, hire, and develop the Product and Experience organization as it scales.
This is a highly visible leadership role responsible for shaping the future of one of Canada’s largest and most engaged digital restaurant ecosystems.
Responsibilities:
Product Strategy, Roadmap & Prioritization
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Define and evolve the product vision, strategic roadmap, and prioritization framework across Tim Hortons’ owned digital experiences.
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Lead product investment decisions across multiple domains, balancing guest experience, business priorities, operational realities, analytics, and technical scalability.
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Translate guest insights, analytics, operational feedback, and market trends into clear product strategies and actionable roadmaps.
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Ensure digital product investments align to long-term platform evolution and measurable business outcomes.
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Own product discovery, problem definition, requirements clarity, and success metrics so initiatives are well-defined, validated, prioritized, and ready for effective cross-functional execution.
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Partner with Engineering to understand platform health, technical dependencies, and infrastructure investments that impact product capability, delivery velocity, reliability, or guest experience, ensuring these tradeoffs are reflected in roadmap and prioritization discussions.
Product, Experience & Analytics Leadership
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Lead, coach, and develop teams across Product, Design, and Product Analytics, ensuring these capabilities operate as an integrated Product and Experience organization.
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Build clear accountability, strong business judgment, customer obsession, and consistent product standards across the team.
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Bring a clear point of view on team structure, role design, and hiring priorities to support stronger execution, clearer ownership, and long-term scalability.
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Coach and develop product and experience talent, strengthening craft, ownership, and disciplined execution.
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Lean in directly where needed to support product strategy, experience direction, analytics interpretation, prioritization, stakeholder alignment, or cross-functional decision-making.
Product Execution, Guest Experience & Measurement
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Own product-side execution from strategy through launch and optimization, ensuring initiatives are clearly defined, prioritized, designed, measured, and ready for effective delivery.
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Lead cohesive digital guest experiences across app, web, catering, delivery, restaurant-connected journeys, and other digital touchpoints.
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Ensure Product and Design decisions are grounded in guest insights, business context, analytics, operational realities, and clear success metrics.
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Advance design craft, consistency, and execution quality across guest-facing digital experiences.
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Bring Product Analytics closer to product strategy, prioritization, experimentation, and performance management so decisions are grounded in guest behavior, funnel performance, and measurable outcomes.
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Own measurable digital product outcomes including engagement, conversion, ordering performance, payment performance, loyalty engagement, adoption, retention, guest satisfaction, and digital sales contribution.
AI-Enabled Product & Engineering Partnership
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Partner closely with Engineering and data/ML teams to translate AI/ML-enabled opportunities into scalable product capabilities and measurable guest or business impact.
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Champion modern product management practices including experimentation, rapid iteration, AI-assisted workflows, and data-informed decision making.
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Support build-versus-buy evaluations for AI-enabled product tools, personalization platforms, experimentation capabilities, and digital experience workflows.
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Partner with Engineering on solution shaping, feasibility, planning, quality, and release readiness, while maintaining clear accountability for product outcomes and guest experience.
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Ensure Product, Design, and Analytics provide the clarity, inputs, and decision-making needed to support efficient, high-quality cross-functional delivery.
Cross-Functional Leadership & Business Performance
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Collaborate with Restaurant Technology, Marketing, Loyalty/CRM, Operations, Support, Finance, and other cross-functional partners to align digital product decisions with business goals and operational realities.
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Drive alignment across complex cross-functional initiatives while ensuring Product brings clarity to problem definition, prioritization, customer outcomes, requirements, experience direction, success metrics, and launch readiness.
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Ensure product and experience decisions balance guest value, business impact, operational feasibility, scalability, technical sustainability, and restaurant owner impact.
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Create communication routines that provide visibility into roadmap progress, tradeoffs, risks, and performance outcomes.
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Build trust across the Product and Experience organization and with cross-functional partners through curiosity, transparency, follow-through, and respect for existing context.
Qualifications:
Basic Requirements
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Bachelor’s degree in Business, Product Management, Engineering, Computer Science, Design, Human-Computer Interaction, Analytics, or a related field.
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10+ years of experience in Product Management, Digital Product, Digital Experience, Product Strategy, or Technology Strategy roles.
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5+ years of experience leading product managers, design teams, product analytics teams, or cross-functional digital product organizations.
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Proven track record leading consumer-facing mobile app, commerce, loyalty, ordering, marketplace, restaurant, retail, or digital ecosystem product teams.
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Strong product management fundamentals including prioritization, roadmap management, discovery, experimentation, stakeholder alignment, requirements clarity, and agile delivery practices.
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Strong design and analytical fluency, with the ability to evaluate guest experience strategy, UX quality, research inputs, funnel performance, experimentation, and product measurement.
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Strong technical fluency and comfort partnering closely with Engineering organizations on platform capabilities, integrations, APIs, architecture considerations, data/ML capabilities, and technical tradeoffs.
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Proven ability to establish product standards, coach talent, hire strong leaders, and improve execution across cross-functional teams.
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Demonstrated ability to operate effectively in fast-paced, scaling, or evolving environments.
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Strong communication and organizational leadership skills with the ability to simplify complex problems for both technical and non-technical audiences.
Preferred Competencies
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Experience leading large-scale mobile app, digital commerce, restaurant, retail, loyalty, delivery, marketplace, or omnichannel digital ecosystems.
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Experience leading or closely partnering with Design, UX Research, Content Design, Product Analytics, or AI-enabled product functions.
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Experience in franchise, QSR, retail, or other environments where digital product decisions have direct operational and commercial consequences for operators, as well as end consumers.
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Experience balancing guest experience strategy with operational and business realities in complex, multi-stakeholder environments.
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Experience partnering with Engineering teams to improve planning quality, design readiness, analytics enablement, and delivery outcomes.
Leadership Characteristics
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Guest-obsessed and operationally pragmatic
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Product-led, experience-oriented, and analytically grounded
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High-ownership leader with strong bias for action
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Comfortable with pace, ambiguity, and high expectations
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Hands-on when needed, while still building scalable teams, routines, and ownership
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High standards with genuine humility
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Builds trust through transparency, follow-through, and respect
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Technically curious, AI-forward, and comfortable partnering deeply with Engineering
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Strong communicator with high cross-functional credibility
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Talent builder who can hire, coach, and develop teams effectively
