Investigates and resolves high-touch consumer escalations, complaints, fraud inquiries, and credit-file issues. The role manages email, phone, written inquiries, Remedy tickets, reporting, and operational workflows while partnering with Legal, Compliance, Customer Service, Sales, Product, IT, and external agencies. It maintains investigation procedures and training materials, supports business continuity, ensures PIPEDA and regulatory compliance, provides customer communications, and recommends process improvements. French fluency is required.

Develops and manages strategic relationships with incident response firms, law firms, cyber insurers, and customers to grow revenue for breach and cyber risk solutions. Leads business reviews, RFPs, renewals, sales coordination, issue resolution, and cross-functional collaboration. Advises customers and sales teams on incident response strategies, regulatory developments, competitive offerings, and product opportunities while supporting go-to-market initiatives and successful solution implementation.

Leads the strategy, roadmap, development, launch, and scaling of Canadian income and employment verification products. Owns product vision, customer discovery, experimentation, user experience, API and data requirements, analytics, pricing, packaging, compliance, and rollout planning. Partners with technology, operations, sales, marketing, legal, data providers, and customer success teams to deliver secure, compliant products and drive continuous improvement through performance metrics and customer insights.