Apply now »

Senior Product Manager - Customer Experiences

Location: 

Scarborough, ON, CA, M1H 3J3

Req ID:  40090
Jobs by Category:  Operations
Job Function:  Marketing
Status:  Full Time
Schedule:  Regular

Description

 

Be a part of shaping the future of Customer Experiences by leveraging innovative and leading-edge technologies through the power of AI-powered virtual assistants and intelligent routing.

 

Our team and what we’ll accomplish together

 

We’re on a journey to create the best-in-class Customer Experiences digital journeys. We manage a large scope of responsibility from strategic planning and operational execution to bringing forward-thinking ideas to life that drive beneficial outcomes with our partners and stakeholders.

 

We’re looking to simplify digital interactions, ensuring customers are getting the service/support they need in the channel they chose, as quickly and efficiently as they need it.

 

What you’ll do

 

As a valued member of our team, you’ll define the customer-facing conversational AI product strategy and customer experiences through the development and creation of a prioritized roadmap. Working with key stakeholders across the organization and assessing industry trends, you’ll partner with teams to understand business needs and design an efficient bot strategy that maximizes customer satisfaction and increases agent efficiency. As well as ensuring the system is scalable, adaptable and able to accommodate changing business needs over time.

 

  • As the Senior Product Manager
    • Develop, prioritize and implement industry-leading the conversational AI product evolution from ideation to launch including strategies to maximize profit growth and improve customer experiences 
    • Collaborate closely with internal/external partners and cross-functional teams to drive key metrics such as call containment, upsell and churn reduction through innovative product enhancements
    • Own key programs related to Virtual Assistants and Gen AI, rallying the team around improvement opportunities and providing transparency to leadership on the program’s performance and progress
    • Adept at building out a short and long-term roadmap, leveraging a test-and-learn approach to help inform it
    • Understand and stay up to date on industry, customer, regulatory and technology trends to inform the product strategy

 

 

Qualifications

Please note: This vacancy is open to candidates across Canada.

  • 5+ years’ experience as a Product Manager or comparable role
  • Proven track record of leveraging data-driven insights to inform decision-making and optimize program effectiveness
  • Recognized for your ability to bring teams together to focus on goals, understand business goals and bring forward solid financial business cases
  • An exceptional communicator, you manage ambiguity and simplify complex information, are able to write detailed feature stories, tell the story at all levels, and support your recommendations with data insights
  • Able to effectively prioritize and execute tasks in a high-pressure environment

 

Great-to-haves

 

  • Ability to take a structured approach to ambiguity, driving clarity for the team
  • Knowledge of conversational and Gen AI would be an asset
  • Agile Certification (LeSS, ACP, CSM, SAFe) or equivalent work experience
  • A university degree or equivalent certification in business, engineering, science, marketing, or telecommunication and/or Masters of Business Administration (MBA) degree

 

 
Salary Range:  $96,000-$144,000
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, which may vary per job function, 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
  • 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 …

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.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

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.

Apply now »