We are seeking to hire a Senior Manager of Product Management to grow our Global Portfolio and Customer Experience Management (CXM) offering. The position will report directly to the Sr. Director of the Global Portfolio Office. The primary responsibility of this role is to drive direction, accountability, development & lifecycle management of a dynamic & competitive portfolio which delivers unique value to our clients and supports our strategy.  

 You will work closely with our product marketing, pricing, sales, pre-sales, engineering, operations, solutions, technical architecture, consulting, portfolio enablement and service delivery teams to ensure value creation for both TELUS International and our customers.

We seek a knowledgeable and effective change-agent who is excited by new business models using the latest technologies and is equally passionate about delivering exceptional customer experiences.

Responsibilities:

As part of the Product Management team you will:

• Define product vision and strategy, create roadmaps with timelines for development and deployment

• Identify & assess new opportunities to drive differentiated, compelling, profitable offering, leveraging experience & industry knowledge

• Develop business cases to inform investment decisions.  

• Provide end to end portfolio accountability; including product/service concept, design & lifecycle; working across stakeholder groups, cross-functional teams, partners and vendors.

• Monitor and evaluate current offering performance and potential for new products - Achieve revenue, profitability and customer success targets for products/service lines under management; regularly review and improve the performance metrics.

• Ensure product/portfolio does not dilute TI Brand and is aligned to TI strategy

• Manage partnerships for the portfolio and define the client-facing tool strategy

• Collaborate with product marketing, commercial, and operations on market research, current offering performance and potential for new offerings & features and the GTM plan

• Define pricing strategy based on costs and other driving inputs

• Work with Portfolio Enablement to prioritize new product development through our R&D team and / or Development teams (concept --> product).

• Prioritize product features and manage backlog

• Ensure required portfolio’s PLM deliverables across the value chain are complete and communicated

• Define product value chain

• Analyze market segments and customer base to develop market solutions

• Develop detailed financial analysis, business case and scenario modeling against current state and/or recommended strategy for your portfolio offering

Required Knowledge:

• Demonstrated knowledge of, information technology and outsourcing industry, especially Google cloud and hyper scale ecosystems, digital solutions, deployment models & related managed services.

• Good understanding of product management best practices, including PLM and best practice tools

• Good understanding of the sources of competitive advantage for service providers,

• Strong business acumen and understanding of key financial performance drivers, sales/marketing strategy, customer experience, and value chain sales.

• Knowledge of service delivery, assurance and customer care processes in a call center environment

• Knowledge of how the CXM portfolio will drive new, repeat and growth business

• Knowledge of key CXM functional areas (ex, Operations, Learning Services, Quality)  including business processes, key metrics, technology and requirements

• CXM platform, tools & support knowledge required, including network, ACD/IVR, dialer, omnichannel, self-serve, analytics, workforce management, automation

Required Skills & Abilities:

Applicants most likely to thrive will display the following traits and skills:

• Strong ability to work as part of a virtual global team, with shared objectives, priorities and goals.

• Must be self-motivated with a proactive attitude and high enthusiasm.

• Strong time management skills while maintaining high attention to detail, and prioritizing work and deliverable achievement.

• Strong interpersonal  skills including ability to create clarity & communicate complex concepts to technical and non-technical stakeholders 

• Strong knowledge of development methodologies, and how Product fits into them

• Strong technical background - able to hold useful technical conversations around your products and ability to build trust with key technology partners

• Strong presenter, able to hold credibly discussions with execs, customers, sales & partners

• A customer first mentality - able to engage with customers & partners, understand their business challenges and represent their challenges back to the appropriate teams

• Great knowledge of the wider CXM markets, competitor & features

• Ability to deal with ambiguity and handle escalations & obstacles positively.

• Demonstrated history of creativity, innovation and solid problem solving

Required Professional Designation/Certification:

• Bachelor’s degree (or equivalent) in business, computer science or engineering

• Product Management, Project Management, Marketing, Business, Technical, Telecommunication or Management certifications and/or professional designations, are an asset. 

Required Experience:

• 5+ years years of work experience in product management or related industry experience

• 5+ years Contact Center experience in various roles

• Demonstrated track record of delivering exceptional product experiences in the CXM space

• Experience in launching products to customers

• Experience in various call center platforms and technology as well as call center/telephony data and backend monitoring and reporting tools

• Experience in setting up a call center program

COVID-19 Vaccination Policy

Our trailblazing Work Styles program provides team members with the flexibility to work where and when they are most effective. When they do meet in person, they can be assured that all TELUS team members are fully vaccinated for COVID-19

TELUS Values:

TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.