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Select how often (in days) to receive an alert:Location:Burnaby, BC, CA, V5G 1J9Jobs by Category: Technology SolutionsJob Function: Product Management & UX/UI DesignStatus: Full TimeSchedule: RegularDescriptionBe a part of a transformational journey with innovative talent and leading-edge technologies.Join our teamThe 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.Heres the impact youll make and what well accomplish togetherAs a critical thinker with a passion for leading change, you will identify and quantify continuous improvement opportunities that support and transform our operations. Your in-depth analysis will define business needs and drive projects and initiatives that deliver measurable results for both the business and our customers. You will partner with leaders and stakeholders to advance key strategic and transformational initiatives, enhancing the overall Agent & Tech Experience.As the Agent & Tech Experience Product Manager, you will take ownership of the development and optimization of TELUS Service Assurance Products, including InSight Solvatio and the Sweepr suite. You will collaborate with cross-functional teams to gather requirements, define product roadmaps, and prioritize features that enhance the customer journey. Your role will involve coordinating efforts to identify new opportunities for innovation and efficiency, ensuring that our products meet the evolving needs of our users.Heres howLead the product management lifecycle for agent and tech assisted capabilities ideation to implementation and optimizationOwn and drive the product roadmap, ensuring alignment with business goals and customer needsCollaborate with internal stakeholders and external partners to define product features and enhancements that improve the Agent & Tech ExperienceConduct user research and gather feedback to inform product decisions and prioritize developments based on customer needsAnalyze data to measure product performance and identify areas for improvement, driving actionable insights into the development processFacilitate workshops and discussions to align cross-functional teams on product vision and strategyMaintain clear communication with stakeholders regarding product status, roadmaps, and timelinesStay informed about industry trends and emerging technologies to ensure TELUS remains at the forefront of innovation in service assuranceOwn and monitor key performance indicators impacted by Service Assurance Tools, including:Agent Metrics - Average Handle Time, Dispatch Rate, and Repeat RateTechnician Metrics - Repeat RateBusiness Metrics - Time to deploy changes and quality of changes to systemsTool Usability - Engagement rate, success rate, and time-to-resolveQualificationsYou're the missing piece of the puzzle if you have3-5 years of experience in product management or a related role within a telecommunications or technology environmentProven ability to lead product development initiatives that enhance agent and customer experiencesStrong analytical skills with the ability to translate data into actionable insightsExcellent communication, organization, and time management skillsA collaborative mindset and proven track record of working effectively with cross-functional teamsA passion for understanding customer needs and a commitment to delivering exceptional productsGreat-to-havesExperience with InSight Solvatio and the Sweepr suite or similar productsFamiliarity with Agile methodologies and principles in product managementKnowledge of Lean methodologies and their application in product developmentA positive, collaborative attitude with a knack for continuous improvementUnderstanding of the SAFe framework or experience in scaled Agile environments is a plusSalary Range: $100,000-$150,000Performance Bonus or Sales Incentive Plan: 15%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 familyFlexibility to work in-office, virtually or a combination of both, based on the role's requirementsGenerous company matched pension and share purchase programsOpportunity to give back to communities in which we work, live and serveCareer growth and learning & development opportunities to develop your skillsAnd much more Please note that the compensation shown in the job posting may be subject to change in 2025.A bit about usWere 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.Youll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. Were 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, youre 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 SolutionsWere 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 recognized5GTELUSs fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications6Innovation 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.AccessibilityTELUS 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. #J-18808-Ljbffr