Manager - Products & Services

Description

Lead the transformation of TELUS' digital landscape by creating innovative, customer-centric digital products that drive business growth and operational excellence

Join our team 

We’re a customer-driven and product-minded team within TELUS, responsible for our company’s digital evolution. The Digital Product Strategy & Transformation team builds smart, customer-centric and data-driven experiences for telus.com, TELUS.com/business and the My TELUS web and app spanning acquisition as well as cost reduction opportunities. 

Within the Connectivity, Digital & MarComm organization, the team Digital Product Strategy is responsible for owning, developing and defending TELUS’ 3 digital products- telus.com, MyTELUS and MyTELUS app. Our team is a critical contributor to achieving higher product intensity, increased revenue opportunities, improved operational expenses, market differentiation and enabling mobile or app centered customer experiences. Cross functional collaboration is central to the work we do, as our team is responsible for prioritizing and triaging work from Marketing or Products & Services to our Technology development teams. 

Your success will be underpinned by your ability to influence and collaborate with senior stakeholders across TELUS as you lead the Home Solutions Digital Product portfolio, creating humanized digital experiences that touch millions of people every day. This role requires a strategic mindset, proven leadership experience, and a passion for using a design mindset to drive alignment, innovation, and commercial success. 

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

As the Manager of the Home Solutions portfolio within the Digital Product Strategy & Transformation team, you will coach and inspire a team of 9 product managers, UX and visual designers, content strategists and content managers to create and evolve best-in-class digital experiences for our customers. In this strategic leadership role, you are responsible for overseeing the vision, development and execution of digital product initiatives spanning across: SmartHome Security, Internet, TV, Online Security, SmartWear Security and Health for both Consumer and Small Medium Business (SMB) customer segments. Initiatives include new product or capability introduction and geographical expansion within the digital sales and self-serve channels. 
Notably, you will lead major technology transformation within SmartHome, Internet and TV portfolios, as we migrate to new technology stacks and set the digital purchase vision for our new SmartHome+ product. You will act as a thought leader and strategic partner, leading large scale, high-visibility projects, collaborating with Marketing, Product, Design, Technology, Design and other stakeholders across the business.

We are on a mission to fully optimize our digital sales and self-serve experiences, so you are joining us at an exciting time with phenomenal opportunities to craft our product and customer journeys.

Key Responsibilities

As the team Manager, you will be responsible for overseeing the product strategy, development, and execution to drive business growth and customer satisfaction:

• Define and communicate product vision, strategy, and roadmap of digital experiences in partnership with stakeholders to achieve the business outcomes of increased Digital sales or self-serve activities
• Lead cross-functional teams through the digital product lifecycle, from ideation to launch, including business casing, requirement gathering, development, customer research, experimentation using tools like Adobe Target and post-launch evaluation
• Coach team by enabling work and ways of working through process optimization and continuous improvement and dedicating focus on facilitating learning, growth, and engagement opportunities for team members 
• (De/re)Prioritize the most impactful changes to achieve our Digital performance metrics, effectively facilitating cross functional decision making with our Marketing, Product and Technology teams
• Drive innovation through emerging technologies and AI initiatives, either customer facing or internally that help to improve team velocity 
• Establish relationships and liaise with a diverse group of cross-functional partners within the organization; collaborate on interdependent roadmaps and technology investments to achieve mutual business outcomes
• Communicate product plans, progress and results to stakeholders at all levels of the organization. Accountable for project scope delivered on time and within budget. Remove business and roadmap impediments or help facilitate trade-offs once in project delivery

Qualifications

You're the missing piece of the puzzle

• 2+ years in a people manager role, with proven record of fostering a culture of growth, productivity, innovation and agility for team members
• 6+ years product development (hardware or software) and technical delivery experience, with product management/ownership of customer facing products/applications
• Strategic thinker who has an entrepreneurial spirit and is able to set a vision then oversee it into tangible requirements for development across Design, Content and Development disciplines
• Proven ability to drive decision-making and alignment across business units leveraging data and design, including prioritization decisions in a matrixed organization to manage high volume workloads
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with diverse teams. Ability to prepare executive level presentations for Senior Leadership team including President of TELUS Consumer Solutions 
• An independent thinker and self-starter; able to work effectively within a fast paced and changing environment while taking initiative and being proactive. Ability to inter-operate between a technical product team and business strategists
• Proven ability to distill and frame complex business and customer problems into well-defined requirements for the team to effectively execute against
• Highly-organized with a demonstrated ability to manage a high-volume of work
• Proven track record of successfully launching and managing products throughout their lifecycle, showing ability to launch on time and budget with desired scope
• Have a knack for hiring, coaching, and growing top talent while leading and inspiring diverse teams through change and ambiguity 

Great-to-haves

• Experience with agile methodologies
• Strong understanding of digital market trends and technologies such as Adobe, Contentful, SiteBuilder, Form Builder, Quantum Metrics and/or Question Pro
• Demonstrated curiosity, adaptability, and out of the box thinking while staying on top of key industry trends around the customer landscape and journeys