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Senior Product Manager, TELUS Contact Centre Services


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

Req ID:  26057
Jobs by Category:  Sales and Marketing
Job Function:  Product Management & UX/UI Design
Status:  Full Time
Schedule:  Regular



Ready to create new opportunities with innovative talent and leading edge technologies?


Join our team


We are looking for bright people who enjoy solving problems. If you are a strategic and innovative thinker that isn’t afraid to work in ambiguous circumstances and help continue to build out the reach and capability of TELUS portfolio of Contact Centre Services, then we want to hear from you! Reasons why our team members love this team include: flexible workstyles, cohesiveness, care for each other, and regular connection points.


Here’s what you’ll do in this role


  • Lead the TELUS portfolio of Contact Centre technologies and services, which is an important part of our growth strategy. You will be responsible for crafting the holistic product strategy to help hit our growth targets, differentiate TELUS, and deliver value to our customers through standalone offerings, as well as service bundles
  • Develop, secure support, implement and articulate a differentiated effective product strategy and tactics related to pricing, bundling, positioning, product lifecycle, promotion, partnerships
  • Manage the market and financial performance of existing and/or new products
  • Enable the TELUS sales channel to effectively, successfully sell the service
  • Support service development business cases (including Revenue forecasts, Operating Profit, Free Cash Flow, Net Present Value, Internal Rate of Return, Discounted Payback, and Return on Investment and accountability)
  • Develop, manage and optimize multiple end-to-end value chains with accountable sub-process owners: Lead timely resolution of production and service delivery issues; escalation of systemic customer issues; and major process changes with accountable sub-process owners
  • Use primary and secondary market research and competitive landscape research to recommend solutions to better support and/or reposition existing or new product offerings to cross-functional teams and/or senior leaders
  • Analyze and anticipate market, client, regulatory and technology trends; create business plans and present recommendations to senior leaders
  • Lead and collaborate on cross-functional teams across all business units to manage margin, enable product/service delivery, improve methods to better support product, and support the delivery of integrated customer solutions
  • Develop, own and maintain a product roadmap and business requirements through the understanding of market, customer, regulatory and technology trends
  • Work with the TELUS Service Development primes to enable the roadmap





You're the missing piece of the puzzle


  • More than 5 years of product management / marketing experience in the technology industry
  • Strong leadership, project and process management skills, and the ability to lead cross-functional teams
  • Excellent communication and presentation, analytical skills, and ability to develop relationships with key internal and external contacts
  • Full understanding of area of specialization; resolves a wide range of issues in creative ways; able to develop, maintain and optimize end to end value chains associated with TELUS products and services
  • Knowledge of financial concepts including revenue, costs and profitability
  • Experience in the development of business platens including business cases, cost/benefit analysis, revenue potential, pricing models, forecasts, and contracts
  • You have experience in leading significant strategic initiatives from inception to fruition including post program review
  • Intrapreneur - have a portfolio ownership mentality with a drive to deeply understand our business and seek out new areas of opportunity coupled with a willingness to “roll up your sleeves” and step outside your sandbox when required
  • With a passion for problem solving, you’re known for being able to identify revenue and subscriber trend improvement opportunities through regular interaction with channel and system teams
  • University or Master’s Degree in either business, economics, marketing, mathematics, computer science, engineering. Equivalent experience will be considered if degree in another discipline



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

Consecutive years our annual dividend payment has increased


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.