L3 Digital Product

Description

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 (L3) to join our Proactive Assurance team. Youll be working at the intersection of data science engineering and customer experience to support the delivery of proactive digital products and campaigns that reduce pain points prevent service disruptions and create delight for millions of TELUS customers. Imagine contributing to initiatives that 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:

• Support the roadmap and delivery of specific proactive digital campaigns and automation initiatives that reduce customer effort and operational costs
• Assist in developing and executing customer messaging strategies including SMS outreach that guides customers into self-care workflows or connects them seamlessly to callback support
• Contribute to the design and implementation of innovative launch practices that resolve technical issues and enhance efficiency supporting resolutions beyond traditional remote methods
• Collaborate closely with cross-functional teams including Data Science Engineering UX Marketing Product Development and Operations to refine prioritize and execute proactive solutions
• Translate business challenges into measurable opportunities utilizing analytics to quantify impact and drive decision-making
• Contribute to financial and impact analysis to assess economic implications and help prioritize initiatives
• Track and report on program KPIs to measure the effectiveness of proactive initiatives and ensure continuous improvement
• Support initiatives from ideation through planning launch readiness/change management and execution learning to adapt plans as conditions change
• Prepare and present updates on strategy findings and results to internal stakeholders
• Champion the customer perspective and ensure that all proactive initiatives are aligned with TELUS commitment to outstanding customer experiences

Qualifications

What you bring

• Experience: 3 years in product management program management or a related field preferably in digital products telecom SaaS or technology industries
• Leadership: Demonstrated ability to influence and align peers and immediate stakeholders across technical and business functions with solid communication skills
• Customer-first mindset: A passion for solving customer pain points and contributing to effortless experiences
• Messaging familiarity: Working knowledge of customer communication strategies (e.g. SMS campaigns push notifications or digital engagement tools) to drive customer action
• Project skills: Demonstrated ability to support the scoping manage risks and contribute to the end-to-end delivery of initiatives
• Financial awareness: Ability to support business case development and understand the economic impact of proactive initiatives
• Analytical skills: Comfort working with KPIs dashboards and insights to inform decisions
• Technical understanding: Basic understanding of digital platforms APIs automation tools and how data-driven products are built
• Soft skills: Optimism a collaborative attitude and a desire to learn and contribute to team success
• Education: Bachelors degree in Business Computer Science Engineering or related field

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