Job Description

Description
Please note: this vacancy is remote so open to anyone based in Canada.
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 (L4) to join our Proactive Assurance team. You'll 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.
Here's the impact you'll make and what we'll 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: Bachelor's degree in Business, Computer Science, Engineering, or related field (Master's a plus)

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: $100,000-$150,000
Performance Bonus or Sales Incentive Plan: 15%
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
• 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
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.
Operations
We're the ones that design, build, repair and maintain the billions of dollars' worth of the infrastructure that keeps more than 15.2 million Canadians connected.
We are honoured to be recognized
1.4M
Days volunteered in our communities.
70%
Team members that work at home or are mobile.
15.2
Million customers that TELUS is serving across Canada.
Accessibility
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.
We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Skills Required