Senior Product Marketing Manager, Fuel iX (CX/CCaaS)

WillowTree; Canada; Hybrid; CAD 110,000 - 138,000; Full time

Job summary

A leading telecommunications provider in Canada is seeking a Senior Product Marketing Manager to lead the positioning of their Generative AI customer experience product suite. The ideal candidate will have deep experience in B2B SaaS and a proven track record in launching AI-driven customer experience solutions. This role offers hybrid or remote work flexibility along with a competitive salary and benefits.

Benefits

Healthcare benefits - Medical, Vision, Dental

401K matching

Employee Share Purchase Plan

Competitive PTO Policy

Employee Assistance Program (EAP)

Life & Disability Insurance

Qualifications

• 5+ years of experience in product marketing or similar roles within enterprise B2B SaaS, preferably in CX tech.
• Strong understanding of CX KPIs and ability to articulate AI's impact on operational efficiency.

Responsibilities

• Conduct in-depth research and analysis of GenAI trends in CX.
• Develop and execute product launch strategies.
• Craft persuasive narratives for AI solutions' value proposition.
• Partner with sales and product teams to enable effective selling.
• Align with cross-functional teams to drive awareness.

Skills

Product marketing experience

Knowledge of contact center operations

Expertise in AI positioning

Exceptional communication skills

Experience in demand generation

Job description

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

Fuel iX is TELUS Digital’s generative AI platform, with applications that improve customer experiences, create custom and shareable copilots, and proactively identify and mitigate GenAI risks. The platform seamlessly integrates company infrastructure with an extensive library of LLM models and generative AI applications, providing complete observability and a single control plane. Designed to address a critical gap in the GenAI landscape, Fuel iX enables enterprise-scale management of AI applications, foundation models and data sources within a framework built to deliver safe, responsible and accurate AI-powered experiences.

Location & Flexibility

This role will have the option to be in a Work From Near (Hybrid) capacity based out of our Vancouver, BC officeOR in a Work From Anywhere (Remote) BC, CA capacity.

Travel (up to 20%) to events, clients and TELUS Digital’s offices is required.

The Opportunity

We're looking for a Senior Product Marketing Manager to lead the positioning of our GenAI customer experience (CX) product suite. Ideal candidates will have deep experience in contact center or in-house support operations, a strong B2B SaaS background, and a track record of launching AI-driven CX solutions. You’ll translate complex AI capabilities into clear, compelling messaging for enterprise buyers and enable go-to-market teams to drive pipeline and revenue growth.

Join us in revolutionizing customer experience through the power of responsible AI!

Responsibilities

• Market Intelligence: Conduct in-depth research and analysis of GenAI trends in CX, focusing on contact center innovation, omnichannel support, and AI-driven customer insights. Includes competitive intelligence.
• Go-to-Market Strategy: Develop and execute product launch strategies that highlight Fuel iX's unique position in the AI-enhanced CX landscape, and ensure sales, marketing, and customer success teams are equipped to win in the market.
• Content Creation and Thought Leadership: Craft persuasive narratives and technical content that showcase our AI solutions' value proposition and positive impact on key CX metrics (e.g., Time to Proficiency, CSAT, NPS, AHT).
• Sales Enablement: Partner with sales and product teams to ensure sales teams have the knowledge and resources needed to effectively sell the product, including market knowledge, messaging, product training and sales tools, such as battle cards, user guides and demos.
• Cross-functional Collaboration: Align with product, sales and marketing teams to drive awareness and adoption of our AI-powered CX offerings.

Qualifications

• 5+ years of experience in product marketing or similar roles within enterprise B2B SaaS, preferably in CX tech
• Extensive knowledge of contact center operations, CCaaS platforms, and BPO market dynamics
• Demonstrated expertise in positioning AI and machine learning solutions for enterprise clients
• Strong understanding of CX KPIs and ability to articulate AI's impact on operational efficiency and customer satisfaction
• Proven track record in creating compelling content across various formats (white papers, case studies, sales enablement materials)
• Experience in managing multi-channel demand generation campaigns for complex tech solutions
• Exceptional communication skills with the ability to distill complex AI concepts into clear, compelling narratives
• Self-starter with a passion for emerging technologies and their application in enhancing customer experiences

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• And more!

Annual Performance Bonus

This position is eligible for anannual performance bonusbased on personal, division/business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.

Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits.

Annual Base Salary Range (Performance Bonus Eligible)

$110,400 - $138,000 (CAD)