
Product Owner - Canadian Payroll
Employment Hero
Job description
Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission We Live by Our Values - we role model our values 100% of the time We Expect High Performance - we set a high standard and we’re not satisfied with being average This role This role will be hyper-focused on the payroll aspect of our product, specifically building the infrastructure and feature set to support small and medium-sized businesses. We offer an all-in-one solution with a hub-and-spoke modular product. One of the key spokes of our product offering is payroll, which includes facilitating payments, keeping records, and calculating and remitting taxes. In addition, supporting decision-makers with critical data and analytics is key for further unlocking areas of innovation across all pillars (HR, Payroll, Benefits, and Scheduling). Be responsible for product delivery, including backlog grooming, sprint planning, and cross-functional coordination. Define the scope of development for new product features and ongoing feature enhancements. Write and prioritize epics, user stories, and define acceptance criteria. Establish and maintain a high level of credibility with internal and external stakeholders. Leverage your analytical ability to back your decisions with data. Effectively use data and analytics layered against high-quality user research to inform the direction of the product line. Be responsible for tracking progress, assessing risks, coordinating delivery, and actively communicating contingency and mitigation plans for the team. You will run various ad-hoc research and business analyses to assess opportunities and risks. What are we looking for in a Product Owner? 3+ years of Product Management experience with a SaaS product, ideally related to Canadian payroll offerings Experience working in fintech, payment, payroll, reporting, or analytics. Ability to create wireframes, prototypes, and user flows to articulate ideas to cross-functional teams. Detail-oriented with a high bar for quality when writing PRDs, user stories, reviewing designs, brainstorming technical approaches, and testing a feature before it is released. Experience using agile development methodologies with globally distributed teams. World-class individual contributor and team player to thrive at Employment Hero. Ability to influence others through leadership and strong communication skills. Ability to keep up in a fast-paced and pivot in a dynamic environment. Bonus points if you have experience with: Workplace experience leveraging AI in Product Management to boost productivity as an individual contributor. You have a passion for the HR tech space. You’ve worked in a cross-functional team previously where you and your squad took ownership of the success of an area of focus. In short, you’ll love working with us if: Revolutionizing employment gets your heart racing. You thrive on the flexibility (and responsibility) of a remote-first business. Our values align, and shape how you show up every day. You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people. What we can offer At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means You will work remotely, with the flexibility to own your time and impact You will access cutting-edge tools to amplify your work, knowledge and outputs You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life Remote & Flexible working. Work from wherever you do your best You’ll also have access to a wide range of benefits that includes - a very generous parental & carers leave policy, a WFH office allowance, De Minimis Allowance (per month), private health & life insurance cover and outstanding learning & development opportunities At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
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