Job Description

Location:
Toronto, ON, CA, M5J 2V5
Req ID: 51638
Jobs by Category: Sales and Marketing
Job Function: Marketing
Status: Full Time
Schedule: Regular

Description

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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

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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


Salary Range: $82,000-$124,000
Performance Bonus or Sales Incentive Plan: 12%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:


Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family Flexibility to work in-office, virtually or a combination of both, based on the role's requirements Generous company matched pension and share purchase programs Opportunity to give back to communities in which we work, live and serve Career growth and learning & development opportunities to develop your skills And much more ...

A bit about us

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We're a people-focused, 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.


You'll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you're helping us make the future friendly.


Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.