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Manager - Products & Services (Public Mobile & Koodo Prepaid)

Location: 

Toronto, ON, CA Vancouver, British Columbia, CA Calgary, AB, CA Edmonton, AB, CA

Req ID:  27932
Jobs by Category:  Sales and Marketing
Job Function:  Marketing
Status:  Full Time
Schedule:  Regular

Description

 

Position Overview:

 

Public Mobile & Koodo Prepaid are in tandem on a mission to give Canadians control over their wireless spend. Prepaid is a no-frills business, built on the ideals that wireless should be clear and uncomplicated, that our customers should have choices when it comes to their wireless, and that working together pays off for everyone - customers and the business.

 

We operate as a small company within a big company. That means that we move quickly, we try new things, and we fail and learn fast. We are looking for a steward of our customer experience and support innovation, to push the status quo on how to deliver the best support possible for our customers at the lowest operational cost of any of our brands. That means supporting the our Communities, defining better ways to improve navigation and integration opportunities between all of our support touchpoints (Chatbot, FAQs, Help Articles), and help define a roadmap to drive improvements to our support portals (Activation + Web Self-Care) to help drive ad-hoc support requests, all while influencing other teams to think customer-first in their new product, process, and policy designs.

 

The successful candidate will be responsible for these elements across both Koodo Prepaid and Public Mobile. Koodo Prepaid serves our “less for less” crowd in physical channels (think Koodo Shops and National Retailers like Walmart and Bestbuy), while Public caters to the growing and exciting digital native consumer base.

 

We are looking for someone with some of the following strengths:

 

  • Can build followership and cross-functional buy-in for new ideas
  • Will relentlessly focus on developing team members
  • Willingness to challenge the status quo and thoughtfully evolve our Prepaid customer experience to be best in class
  • Solve complex business challenges with a small team of passionate business owners, rolling up your sleeves to develop and execute creative and scrappy solutions
  • Storyteller who can clearly articulate an opportunity and a recommendation

 

If this sounds like a great role for you and we look forward to hearing from you.

 

Responsibilities:

 

  • Support a team of 5 marketing professionals looking to turn customer support from a hindrance at Public Mobile to an advantage, as the inherent digital support advantages should be viewed as (and succeed at) making customers lives easier, not harder, while lowering total cost to serve in the process, and adopt those same best practices onto Koodo Prepaid
  • Support and evolve our customer support interaction points – launching new Self-Care portals and capabilities, maintaining and improving each brands Community, charting out the future course of the Chatbots per brand, and defining and improving the user journey through all of our support tools, from help articles and FAQs, to a better triage process to resolve high urgency issues
  • Drive down total customer issues (ticket submissions) by influencing new product, process, and policy designs from the beginning, being the voice of the customer in those meetings, and by uncovering broken or sub-optimized experiences within our existing operations today, challenging us to rethink how things are done to get better
  • Push the boundaries by searching for and recommending new ways of supporting our customers, our channel reps and our agents, by looking inside and outside the industry for ideas, innovation, and inspiration that empowers you and the entire team to deliver superior experiences

 

 

Qualifications

 

Required Knowledge:

 

  • High degree of curiosity and resiliency to overcome business challenges in creative ways
  • Excellent problem solving and critical thinking skills, with a blend of program management, attention to detail and business-casing skills
  • Bias for action and desire to make an impact
  • Ability to manage multiple projects and team members to meet deadlines and goals in fast-paced ambiguous environment that is constantly changing

 

Required Professional Designation/Certification:

 

  • Bachelor’s degree in marketing, economics, business or equivalent work experience (in the afore mentioned areas or in customer experience management or community management) is an asset

 

 

A bit about us

We’re a people-first, 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. When you join our team, you’re helping us make the future friendly.

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Sales and Marketing

Help us, help our customers make a real connection

We are honoured to be recognized

$14.7 billion
TELUS’s annual revenue

$4.8 billion
The brand value that TELUS brings

12
Consecutive years our annual dividend payment has increased

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.