Senior Digital Product Manager (Proactive Assurance)
Senior Digital Product Manager (Proactive Assurance)
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Job Description
Description
Please note: this vacancy is remote so open to anyone based in Canada.
Join our team
At TELUS were on a mission to build better customer experiences through technology data and innovation. The Proactive Assurance team is driving the future of customer support by anticipating issues before they happen and designing scalable digital-first solutions. Were passionate about transforming the way customers experience connectivity and we need your help.
Were looking for a Digital Product Manager (L4) to join our Proactive Assurance team. Youll be working at the intersection of data science engineering and customer experience to deliver proactive digital products and campaigns that reduce pain points prevent service disruptions and create delight for millions of TELUS customers. Imagine leading initiatives to identify and remediate issues affecting our customers Internet Optik TV and Smarthome Security services before they even need to contact us.
Heres the impact youll make and what well accomplish together
As a Digital Product Manager on Proactive Assurance you will:
- Own the vision roadmap and delivery of proactive digital campaigns and automation initiatives that reduce customer effort and operational costs
- Develop and optimize customer messaging strategies including SMS outreach that guides customers into self-care workflows or connects them seamlessly to callback support
- Design and implement innovative launch practices that resolve technical issues and enhance efficiency going beyond traditional remote resolution
- Partner with cross-functional teams including Data Science Engineering UX Marketing Product Development and
- Operations to design prioritize and execute proactive solutions
- Translate business challenges into measurable opportunities leveraging analytics to quantify impact and drive decision-making
- Perform financial and impact analysis to assess economic implications and prioritize initiatives
- Develop program KPIs to measure the effectiveness of proactive initiatives and ensure continuous improvement
- Lead initiatives from ideation through planning launch readiness/change management and execution exercising sound judgment to adapt plans as conditions change
- Act as an ambassador for the Proactive Assurance program presenting strategy findings and results to senior leaders in a compelling way
- Champion the customer perspective and ensure that all proactive initiatives are aligned with TELUS commitment to outstanding customer experiences
#LI-remote
#LI-hybrid
Qualifications
What you bring
- Experience: 5 years in product management program management or a related field preferably in digital products telecom SaaS or technology industries
- Leadership: Proven ability to influence and align stakeholders across technical and business functions with strong communication and storytelling skills
- Customer-first mindset: A passion for solving customer pain points and creating effortless experiences
- Messaging expertise: Familiarity with customer communication strategies (e.g. SMS campaigns push notifications or digital engagement tools) to drive customer action
- Project & change management: Demonstrated ability to scope opportunities manage risks and deliver initiatives end-to-end
- Financial acumen: Ability to perform business case analysis and understand the economic impact of proactive initiatives
- Analytical skills: Strong data literacy; comfortable working with KPIs dashboards and insights to make informed decisions
- Technical fluency: Understanding of digital platforms APIs automation tools and how data-driven products are built
- Soft skills: Optimism confidence and a coach-like approach that encourages collaboration and surfaces the best ideas
- Education: Bachelors degree in Business Computer Science Engineering or related field (Masters a plus)
Nice-to-haves:
- Experience in telecom network reliability or customer support transformation
- Familiarity with agile product management practices and product roadmapping tools
- Experience with data visualization tools (Tableau Domo Google Data Studio)
- Certifications in Agile Lean Six Sigma or PMP
- Exposure to data science AI/ML-driven personalization or digital engagement technologies
Required Experience:
Senior IC
Employment Type
Full-Time
