L3 Digital Product

TELUS • Toronto, ON, CA • 6d ago

Description

Join our team

At TELUS, we’re 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. We’re passionate about transforming the way customers experience connectivity — and we need your help.

We’re looking for a Digital Product Manager (L3) to join our Proactive Assurance team. You’ll 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.

Here’s the impact you’ll make and what we’ll 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: Bachelor’s 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, Monday.com, 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