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Senior Product Manager (Agent & Technician Experience)

Location: 

Burnaby, BC, CA, V5G 1J9

Req ID:  46839
Jobs by Category:  Technology Solutions
Job Function:  Product Management & UX/UI Design
Status:  Full Time
Schedule:  Regular

Description

 

Be a part of a transformational journey with innovative talent and leading-edge technologies.


Join our team


The Assurance Tools Team is focused on enhancing the customer, agent and field technician technical support experience for home services, including Internet, TV, and Smart Home. We collaborate closely with stakeholders to identify pain points and implement effective solutions. Our team works alongside partners across Customer Service Experience Operations, Customer Service Delivery, and Business Customer Experience, driving customer-focused innovations that positively impact thousands of team members and millions of customers. Our goal is to continuously strengthen our organizational capabilities and develop our team members, ultimately delivering exceptional customer experiences.


Here’s the impact you’ll make and what we’ll accomplish together


As a critical thinker with a passion for leading change, you will identify and quantify continuous improvement opportunities that support and transform our operations. Your in-depth analysis will define business needs and drive projects and initiatives that deliver measurable results for both the business and our customers. You will partner with leaders and stakeholders to advance key strategic and transformational initiatives, enhancing the overall Agent & Tech Experience.


As the Agent & Tech Experience Product Manager, you will take ownership of the development and optimization of TELUS Service Assurance Products, including InSight Solvatio and the Sweepr suite. You will collaborate with cross-functional teams to gather requirements, define product roadmaps, and prioritize features that enhance the customer journey. Your role will involve coordinating efforts to identify new opportunities for innovation and efficiency, ensuring that our products meet the evolving needs of our users.


Here’s how

 

  • Lead the product management lifecycle for agent and tech assisted capabilities ideation to implementation and optimization
  • Own and drive the product roadmap, ensuring alignment with business goals and customer needs
  • Collaborate with internal stakeholders and external partners to define product features and enhancements that improve the Agent & Tech Experience
  • Conduct user research and gather feedback to inform product decisions and prioritize developments based on customer needs
  • Analyze data to measure product performance and identify areas for improvement, driving actionable insights into the development process
  • Facilitate workshops and discussions to align cross-functional teams on product vision and strategy
  • Maintain clear communication with stakeholders regarding product status, roadmaps, and timelines
  • Stay informed about industry trends and emerging technologies to ensure TELUS remains at the forefront of innovation in service assurance
  • Own and monitor key performance indicators impacted by Service Assurance Tools, including:
    • Agent Metrics - Average Handle Time, Dispatch Rate, and Repeat Rate
    • Technician Metrics - Repeat Rate
    • Business Metrics - Time to deploy changes and quality of changes to systems
    • Tool Usability - Engagement rate, success rate, and time-to-resolve

 

 

Qualifications

 

You're the missing piece of the puzzle if you have

 

  • 3-5 years of experience in product management or a related role within a telecommunications or technology environment
  • Proven ability to lead product development initiatives that enhance agent and customer experiences
  • Strong analytical skills with the ability to translate data into actionable insights
  • Excellent communication, organization, and time management skills
  • A collaborative mindset and proven track record of working effectively with cross-functional teams
  • A passion for understanding customer needs and a commitment to delivering exceptional products

 

Great-to-haves

 

  • Experience with InSight Solvatio and the Sweepr suite or similar products
  • Familiarity with Agile methodologies and principles in product management
  • Knowledge of Lean methodologies and their application in product development
  • A positive, collaborative attitude with a knack for continuous improvement
  • Understanding of the SAFe framework or experience in scaled Agile environments is a plus

 

 
Salary Range:  $100,000-$150,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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