Manager, Digital Product - Customer Care, UPS

Intello Technologies Inc.; Winnipeg; On-site; CAD 110,000 - 166,000; Full time

Job summary

A leading technology company is seeking a Manager, Digital Product to drive the product strategy for customer care. This role involves managing a diverse team, leveraging technologies such as React Native and GenAI, and ensuring customer satisfaction through innovative solutions. The ideal candidate has a strong digital product management background and a passion for transforming customer experiences. The role offers competitive compensation and a flexible work environment.

Benefits

Comprehensive total rewards package

Generous company matched pension

Flexible benefits plan

Qualifications

• 5+ years of digital product management experience.
• Proven success across the full product lifecycle.
• Demonstrated people leadership experience.

Responsibilities

• Lead product strategy and execution for the customer care digital team.
• Oversee capital program spending to drive time to value.
• Coach and grow a diverse Product team.

Skills

Digital product management

People leadership

Data-driven decision making

Collaboration

Strategic thinking

Education

Bachelor's degree or equivalent

Tools

React Native

GenAI tools

Agile methodologies

Job description

Manager, Digital Product - Customer Care, UPS

Location: Toronto, ON, CA Calgary, AB, CA Burnaby, BC, CA Vancouver, BC, CA Edmonton, AB, CA

Jobs by Category: Technology Solutions

Job Function: Technology

Status: Full Time

Schedule: Regular

Join our team and what we'll accomplish together

Are you a strategic product leader passionate about transforming customer experiences at scale? Do you thrive in complex digital ecosystems, bringing together cross-functional teams to unlock innovation, operational efficiency, and business growth? If so, we’d love for you to join our team.

In this role, you will lead the My TELUS App and Digital Support portfolio within the Use, Pay, Support product stream. You will guide product strategy and execution across self-serve customer care, digital marketing journeys, and emerging AI-powered support experiences. By focusing on the innovations that matter, you’ll drive significant cost savings, improve customer satisfaction, and deliver experiences that set TELUS apart.

What you will do

The Customer Care digital team owns the front-end applications and intermediary API layers that power My TELUS Web, App, and Digital Support experiences, in partnership with backend platform and systems teams. Under your leadership, the team will contribute to major innovations, including:

• My TELUS React Native migration – consolidating app platforms to improve development velocity and customer engagement.
• GenAI customer support tooling – Launching Generative AI-powered digital self serve experiences, including AI enabled chatbots and Billing Compare & Explain.
• My TELUS Product enablement – accelerating new product launches through digital-first support journeys.

As these customer journeys enter maturity, your role will be to sharpen our product focus, scale innovations, and build for long-term efficiency. You’ll set a bold vision and agile roadmap, balancing near-term outcomes with long-term strategic imperatives from across the business.

You’ll also coach and grow a diverse Product team while influencing a broader cross-functional group of developers, designers, analysts, QAs, and strategists. Success in this role requires customer obsession, a strong data-driven mindset, and the ability to rally stakeholders around a shared vision.

You’ll be leading strategies and outcomes that benefit TELUS Consumer and TELUS Business customer experiences.

• Oversee capital program spending to ensure best use of spend to drive time to value.
• Critical in evangelizing product-centric thinking, experimentation, and driving a product-based team.
• Support team members in their career progression, skill development, and driving engagement.

What you bring

• 5+ years of digital product management experience, with proven success across the full product lifecycle (vision, strategy, delivery, measurement).
• Demonstrated people leadership experience, including managing and developing large teams (10–20+ direct reports).
• Track record of delivering measurable business impact, including OPEX savings and customer engagement metrics.
• Experience leading enterprise-scale digital transformations, including app modernization (React Native), AI/GenAI implementations, and customer self-serve adoption.
• Strong analytical and strategic thinking skills; you ground decisions in data and prioritize ruthlessly in resource-constrained environments.
• Exceptional collaboration and communication abilities, with a talent for storytelling and influencing executives, business stakeholders, and technical teams.
• Proven ability to navigate complex organizations and balance customer, business, and technical priorities.
• Comfortable with ambiguity and skilled at creating clarity and momentum in evolving situations.

Great to have:

• Understanding of system and API architecture, enabling scalable, resilient digital experiences.
• Experience managing multi-million-dollar portfolios, including budget forecasting, reporting, and compliance.
• Familiarity with both Agile and Waterfall delivery methodologies.
• Appreciation for DevOps practices, automation, and continuous delivery in digital environments.

Salary Range: $110,000-$166,000

Performance Bonus or Sales Incentive Plan: 20%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits 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

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.

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6 Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

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.