Senior Product Manager - Optik TV Core Platforms

Intello Technologies Inc.; Edmonton; On-site; CAD 70,000 - 110,000; Full time

Job summary

An innovative company is seeking a strategic leader to enhance the customer experience in home entertainment. This role involves optimizing support processes, managing platform changes, and driving service reliability improvements. You will collaborate with talented professionals to create data-driven insights that elevate customer satisfaction. Join a dynamic team passionate about revolutionizing video services, where your contributions will shape the future of entertainment. If you thrive in a fast-paced environment and have a customer-first mindset, this opportunity is perfect for you!

Qualifications

• 3-5 Jahre Erfahrung im Produktmanagement in der Telekommunikation oder Technologie.
• Kenntnisse in Kundenunterstützungsmetriken und operativen Rahmenbedingungen.

Responsibilities

• Optimierung von Supportprozessen und Verbesserung der Servicezuverlässigkeit.
• Zusammenarbeit mit funktionsübergreifenden Teams zur Markteinführung neuer Produkte.

Skills

Produktmanagement

Agile Methoden

Datenanalyse

Kundenorientierung

Kommunikationsfähigkeiten

Strategisches Denken

Education

Postsekundäre Ausbildung in Ingenieurwesen

Postsekundäre Ausbildung in Informatik

MBA

Tools

Scrum

SAFe

Job description

Description

Transform the Future of Home Entertainment at TELUS

About the Team: Join our innovative Video Services team, where we're revolutionizing how Canadians experience entertainment. We own the end-to-end customer experience and product strategy for Optik TV, collaborating across TELUS to deliver exceptional value. As part of our dynamic product management ecosystem, you'll work alongside talented professionals who are passionate about shaping the future of video services.

We're seeking a strategic leader to champion our customers' experience by optimizing support processes, managing platform changes, and driving service reliability improvements. You'll leverage data-driven insights to enhance customer satisfaction while maintaining operational efficiency. In this pivotal role, you'll work alongside talented professionals who are passionate about shaping the future of video services.

Your Impact:

• Work with cross functional teams to bring new products and services to market using Agile and waterfall methodologies.
• You will unify teams with your vision, inspiration and organization, and offer thought leadership in strategic planning, assessments and overcoming obstacles.
• Applying a customer insights and data-driven approach, you will build the product requirements, plan and assess, design, build, test and launch new features and experiences to our customers.
• Working closely with feature owners and design teams, you will identify and deliver initiatives that improve the customer experience.
• You will monitor and assess performance and feedback post-launch to make ongoing iterations so that we are developing products and services that truly resonate with users.
• Transform complex data into actionable insights that guide product decisions.

What you bring:

• Exceptional communication skills and the ability to confidently present to senior leadership.
• Known for putting customers first, you always have the best customer and business outcomes at the heart of your decision-making.
• Knowledge and understanding of linear TV, OTT entertainment and changing market dynamics.
• Cross-functional Collaboration: Partner with product, engineering, operations, and frontline teams.
• Customer Experience Optimization: Drive automation and self-serve initiatives, including STB communication strategies.

Qualifications

Required Qualifications:

• 3-5 years of experience in product management or a related role within a telecommunications or technology environment.
• Post-secondary degree in Engineering, Computer Science, Mathematics, Business Administration, Information Technology, or related field.

What Sets You Apart:

• Scrum certified, SAFe agile, lean certifications or relevant experience.
• MBA is an asset.
• Deep understanding of customer support metrics (AHT, FCR, NPS) and operational frameworks.
• Understanding of the SAFe framework or experience in scaled Agile environments is a plus.
• Ability to thrive in ambiguous environments.
• Proactive risk management and problem-solving skills.
• Strategic thinking combined with tactical execution.
• Excellent communication and presentation skills.

This role offers the unique opportunity to shape the future of home entertainment while working with cutting-edge technology and an industry-leading team.

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.

With TELUS, you're part of something bigger. Using our technology for good, we help make our world a better place by making healthcare more accessible, creating a safer food supply, giving back to our communities and connecting Canadians in need to what matters most.

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.