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
