Senior Product Manager (Agent & Technician Experience)

TELUS; Burnaby; On-site; CAD 90,000 - 120,000; Full time

Job summary

Join TELUS as a Senior Product Manager to enhance the experience for agents and technicians in the telecommunications sector. You'll lead product initiatives, collaborate with stakeholders, and utilize data to drive improvements. This role requires strong analytical and communication skills, with a focus on delivering exceptional customer experiences.

Qualifications

• 3-5 years of experience in product management or related role.
• Proven ability to lead product development initiatives.

Responsibilities

• Lead the product management lifecycle from ideation to implementation.
• Collaborate with stakeholders to define product features and enhancements.
• Analyze data to measure product performance and drive insights.

Skills

Analytical Skills

Communication

Collaboration

Tools

Agile Methodologies

Lean Methodologies

Job description

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Description

Be a part of a transformational journey with innovative talent and leading-edge technologies.

Join our team

The Assurance Tools Team is focused on enhancing the customer, agent, and field technician technical support experience for home services, including Internet, TV, and Smart Home. We collaborate closely with stakeholders to identify pain points and implement effective solutions. Our team works alongside partners across Customer Service Experience Operations, Customer Service Delivery, and Business Customer Experience, driving customer-focused innovations that positively impact thousands of team members and millions of customers. Our goal is to continuously strengthen our organizational capabilities and develop our team members, ultimately delivering exceptional customer experiences.

Responsibilities

• Lead the product management lifecycle for agent and tech assisted capabilities from ideation to implementation and optimization.
• Own and drive the product roadmap, ensuring alignment with business goals and customer needs.
• Collaborate with internal stakeholders and external partners to define product features and enhancements that improve the Agent & Tech Experience.
• Conduct user research and gather feedback to inform product decisions and prioritize developments based on customer needs.
• Analyze data to measure product performance and identify areas for improvement, driving actionable insights into the development process.
• Facilitate workshops and discussions to align cross-functional teams on product vision and strategy.
• Maintain clear communication with stakeholders regarding product status, roadmaps, and timelines.
• Stay informed about industry trends and emerging technologies to ensure TELUS remains at the forefront of innovation in service assurance.
• Own and monitor key performance indicators impacted by Service Assurance Tools, including agent metrics (Average Handle Time, Dispatch Rate, Repeat Rate), technician metrics (Repeat Rate), business metrics (Time to deploy changes, quality of changes), and tool usability metrics (Engagement rate, success rate, time-to-resolve).

Qualifications

• 3-5 years of experience in product management or a related role within a telecommunications or technology environment.
• Proven ability to lead product development initiatives that enhance agent and customer experiences.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication, organization, and time management skills.
• A collaborative mindset and proven track record of working effectively with cross-functional teams.
• A passion for understanding customer needs and a commitment to delivering exceptional products.

Great-to-haves

• Experience with InSight Solvatio and the Sweepr suite or similar products.
• Familiarity with Agile methodologies and principles in product management.
• Knowledge of Lean methodologies and their application in product development.
• A positive, collaborative attitude with a knack for continuous improvement.
• Understanding of the SAFe framework or experience in scaled Agile environments is a plus.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Product Management and Marketing
• IT Services and IT Consulting, Telecommunications, and Utilities

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