Product Operations Framework & Process Specialist

Join our team and what we'll accomplish together

Product Operations is building the customer digital solutions engine to drive TELUS forward. We are moving from strategy into execution by implementing a  standardized, automated operating framework that enables our teams to work smarter and faster.

Our portfolio focuses on three domains:

• Digital Customer Experiences — seamless journeys for external users
• Team Member Enablement — tools that simplify the daily lives of staff
• Developer Platforms — scalable foundations for our technical teams

Unlike traditional revenue-focused product teams, our CIO portfolio treats internal solutions with the same rigour as external ones.

As the Product Operations Process Specialist, you'll be the "Architect of Flow"—turning abstract processes into documented workflows that reduce complexity and empower every squad to move from idea to shipped feature with clarity and confidence. But this role goes beyond documentation. You'll be a player-coach, embedded with product teams to help them translate the new operating model into real-world practice. You'll coach teams through scenarios, help them recognize anti-patterns in how they're working, and guide them toward better ways of operating. You'll also build consensus with cross-functional stakeholders to build consensus around process standards and help them understand what's in it for them when they adopt new ways of working. Your success will be measured by how well teams embrace and apply the new operating model day-to-day—not just by the documentation you create.

What you'll do

• Design and standardize the end-to-end product lifecycle (Discovery, Design, Dev, Launch) into a "Golden Path," partnering with product leaders, engineering teams, and cross-functional stakeholders to validate requirements, build consensus, and ensure adoption across squads
• Own the centralized Product Taxonomy governance structure, and keep it current as the operating model evolves
• Translating process requirements into practical implementations using tools like Jira, Confluence, and internal tooling that embed governance directly into daily workflows
• Create comprehensive documentation, "How-To" playbooks, and visual process maps that serve as the single source of truth for product teams
• Coach teams to recognize and correct anti-patterns in how they're working (e.g., skipping discovery, jumping to solutions), helping them understand the "what's in it for me" of the new operating model through real-world examples and negotiation
• Conduct regular assessments to identify process bottlenecks, collaborate with product teams to iterate on workflows, and define, track, and report on process adoption metrics based on team feedback and adoption metrics
• Partner with the CoP Enablement Lead and Content Creator to ensure process documentation translates into training strategy and is reflected in onboarding and community building

What you bring

• 5+ years in a product-driven organization or consulting role, with demonstrated expertise in process design, documentation, and coaching others to adopt new ways of working.

• Strong stakeholder management and communication skills, with ability to build consensus across product, engineering, and leadership teams

• Proficiency with product management and workflow tools (i.e. Jira, Confluence, Productboard, or similar platforms)

• Ability to see how individual processes fit into a larger operating model, identify interdependencies, and communicate this through clear process maps and playbooks

• Understanding of modern software development concepts (SDLC, CI/CD pipelines, Agile methodologies) and how they connect to product operating models

• Proven ability to measure process effectiveness and iterate based on data and team feedback in agile, product-driven environments

• Bachelor's degree in Business Administration, Operations Management, Business Process Management, Industrial Engineering, or related field, OR equivalent professional experience in product operations, consulting, or organizational transformation

   

Great-to-haves

• Experience at a consulting firm advising on product operations, organizational design, or business transformation
• Familiarity with Agile, Scrum, or Lean methodologies
• Experience with product lifecycle management (PLM) or product management tools (Productboard, Aha!, or similar)
• Background in organizational process improvement or business process management (BPM)
• Experience in a technology or telecommunications industry

What Success Looks Like in Year One

• The Golden Path is documented, validated with squads, and being used — not just published
• Anti-patterns are measurably decreasing: fewer teams skipping discovery, more consistent use of governance tooling
• Product Taxonomy is highly adopted providing a solid foundation for our product operating model.
• Playbooks exist for the highest-friction moments in the product lifecycle — and teams are reaching for them
• Cross-functional stakeholders are aligned on process standards, with documented buy-in from key partners