Senior Product Manager, Customer Experience

WillowTree; Durham, Charlottesville, Columbus, Boston (NC, VA, OH, MA); Hybrid; USD 117,000 - 147,000; Full time

Job summary

Join WillowTree as a Senior Product Manager, where you will lead a multidisciplinary team in enhancing innovative customer experiences through Generative AI. This hybrid role requires strong product management skillset, with the ability to guide product development and define clear business outcomes. You will leverage your expertise to create impactful solutions that address complex challenges.

Benefits

Healthcare benefits - Medical, Vision, Dental

401K matching

Employee Share Purchase Plan

Competitive PTO Policy

Employee Assistance Program (EAP)

Life & Disability Insurance

Qualifications

• 7+ years of experience in product management, preferably with SaaS products.
• Strong understanding of Generative AI technologies.
• Ability to analyze market trends and deliver business outcomes.

Responsibilities

• Build and drive strategic product roadmaps.
• Define requirements and manage backlogs across platforms.
• Lead technical discussions and manage dependencies.

Skills

Product Management

Generative AI Technologies

Agile Methodologies

Project Management

Analytical Skills

Communication Skills

Problem Solving

Job description

Senior Product Manager, Customer Experience

Boston, MA; Charlottesville, VA; Columbus, OH; Durham, NC

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.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

An integral segment of our company is Fuel iX , TELUS Digital's proprietary generative AI engine. Fuel iX empowers businesses to transition their generative AI initiatives from concept to operational reality quickly, securely, and responsibly. This powerful tool enhances TELUS Digital’s ability to create and implement solutions that not only elevate customer engagement but also address complex business challenges.

Location & Flexibility

TheSenior Product Manager, Customer Experience role will be an integral part of Fuel iX's hiring success. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.

This position requires the candidate to be based in or able to work consistently within the Central Standard Time (CST) or Eastern Standard Time (EST) zones.

The Opportunity

As a Senior ProductManager, Customer Experience (CX), you’ll partner with our Engineering and Delivery teams to lead a multidisciplinary squad that is part of the customer experience solution that is used today to support critical business processes. This opportunity involves leveraging the power of Generative AI to deliver business outcomes at scale directly.

Fuel iX is a next-generation platform that helps enterprises manage and accelerate AI-fueled intelligent experiences (iX). This role is pivotal in enhancing and evolving our industry-leading AI application framework, ensuring the delivery of business value to enterprises worldwide.

Responsibilities

• Build and drive strategic product roadmaps considering business value, technical lift, dependencies, time, and budget constraints
• Articulate the problem to be solved in a clear, understandable manner.
• Define requirements and manage backlogs across multiple platforms
• Build a shared understanding of product requirements among all stakeholders
• Develop clear, actionable product artifacts: briefs, epics, user stories, and feature specifications that guide product development
• Own scope management and feature prioritization discussions
• Work in lockstep with designers and engineers, fostering a tightly integrated team to deliver exceptional user experiences through human-centered design
• Lead technical discussions with engineers to define system architecture and data flows
• Analyze data to identify patterns, trends, and opportunities for optimization
• Manage and document technical dependencies and API requirements

Qualifications

• 7+ years of experience in product management, preferably with SaaS products.
• Strong understanding of Generative AI technologies and their application in business solutions.
• Proven technical background either in engineering or working with complex technical products
• Experience working with product development teams, software development processes, and agile methodologies.
• Ability to analyze market trends, customer needs, and competitive landscape.
• Proven ability to identify and solve complex problems, leading to measurable business outcomes.
• Excellent written and verbal communication skills.
• Ability to articulate complex technical concepts to non-technical stakeholders.
• Demonstrated ability to lead cross-functional teams and manage multiple stakeholders.
• Strong project management skills and the ability to prioritize tasks effectively.
• Ability to gather and integrate customer feedback into the product development process.

Bonus Points

• Learning, Coaching, and Training Systems
• Knowledge Management

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.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see ourPrivacy Policy .

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 bonus based 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)

$117,600 - $147,000 USD

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WillowTree knows incredible talent comes from all backgrounds. Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. We’re deeply committed to building teams that reflect the diversity of the populations we serve.

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