Senior Digital Product Manager – Proactive Assurance

September 18

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TELUS

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Telecommunications • Healthcare Insurance • Security

TELUS is a major Canadian telecommunications company that provides a wide range of services including mobile network plans, internet, and television services through platforms like PureFibre and Optik TV. The company offers an extensive array of mobile products such as phones, smartwatches, and tablets, alongside comprehensive internet and TV bundles. TELUS also focuses on additional services like smart home security and healthcare solutions, including virtual healthcare options. It operates across various regions in Canada and is committed to social impact initiatives, such as supporting charities through the TELUS Friendly Future Foundation. With a strong emphasis on connectivity and innovative solutions, TELUS is a key player in the telecommunications sector offering cutting-edge technology solutions to its customers.

10,000+ employees

Founded 1990

📡 Telecommunications

⚕️ Healthcare Insurance

🔐 Security

💰 $500M Post-IPO Debt on 2023-03

📋 Description

• 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 guiding customers into self-care workflows or connecting them to callback support • Design and implement innovative launch practices to resolve technical issues and enhance efficiency • Lead initiatives to identify and remediate issues affecting Internet, Optik TV and Smarthome Security services before customers contact support • Partner with Data Science, Engineering, UX, Marketing, Product Development, and Operations to design, prioritize, and execute proactive solutions • Translate business challenges into measurable opportunities using analytics to quantify impact and drive decisions • Perform financial and impact analysis to assess economic implications and prioritize initiatives • Develop program KPIs to measure effectiveness and ensure continuous improvement • Lead initiatives from ideation through planning, launch readiness/change management, and execution; adapt plans as conditions change • Present strategy, findings, and results to senior leaders and act as ambassador for Proactive Assurance • Champion the customer perspective and align proactive initiatives with TELUS’ commitment to outstanding customer experiences

🎯 Requirements

• 5+ years in product management, program management, or a related field (preferably digital products, telecom, SaaS, or technology industries) • Proven ability to influence and align stakeholders across technical and business functions; strong communication and storytelling skills • Customer-first mindset and passion for solving customer pain points • Familiarity with customer communication strategies (e.g., SMS campaigns, push notifications, digital engagement tools) • Demonstrated project & change management skills: scope opportunities, manage risks, deliver initiatives end-to-end • Financial acumen: ability to perform business case analysis and understand economic impact • Strong data literacy: comfortable working with KPIs, dashboards, and insights • Technical fluency: understanding of digital platforms, APIs, automation tools, and data-driven product development • Soft skills: optimism, confidence, coach-like approach fostering collaboration • Bachelor’s degree in Business, Computer Science, Engineering, or related field (Master’s a plus) • Quebec candidates: knowledge of English may be required for regular interaction or English applications • Nice-to-haves: experience in telecom, network reliability, or customer support transformation; familiarity with agile product management practices; experience with Monday.com • Nice-to-haves (tools/certifications): data visualization tools (Tableau, Domo, Google Data Studio); certifications in Agile, Lean Six Sigma, or PMP; exposure to data science, AI/ML-driven personalization

🏖️ Benefits

• Performance Bonus or Sales Incentive Plan: 15% • Comprehensive total rewards package highlighting competitive salary and bonus structures • Minimum 3 weeks of vacation • Flexible benefits plan to meet the needs of you and your family • Flexibility to work in-office, virtually or a combination of both • Generous company matched pension and share purchase programs • Opportunity to give back to communities in which we work, live and serve (volunteering) • Career growth and learning & development opportunities • Accessibility: accommodation for applicants with disabilities during recruitment • And much more …