Who We Are

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions. This partnership led to an unparalleled ability to deliver seamless, trusted, digitally enabled experiences across any channel a customer might choose — including mobile apps, websites, voice UI, chatbots, email, customer service agents, and retail associates.

Today, the Digital Solutions division of TELUS Digital operates as a ~6,000-person global consulting firm across various regions, including APAC, North America, South America, Central America, and Europe. This firm delivers expertise across eight comprehensive service offerings: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operation Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

An integral part of this partnership 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

The CX Product Manager role will be an integral part of Fuel iX's hiring success. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, or in a Work From Anywhere (Remote) capacity.

The remote position is open to candidates who are legally authorized to work in the United States and are physically located within the US.

Candidates must be based in or able to fully align their working hours with Eastern Time (ET).

The Opportunity

As a CX Product Manager, 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 a product roadmap considering technical lift, dependencies, time, and budget constraints
• Define, manage, and prioritize requirements in a complex environment
• Lead product feedback sessions and communicate a shared understanding of product requirements among all stakeholders
• Develop clear, actionable product documentation like 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

• 5+ years of experience in product management, preferably with SaaS products.
• Strong understanding of 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 ability to prioritize tasks effectively.
• Passionate about delivering exceptional customer experiences.
• Ability to gather and integrate customer feedback into the product development process.

Bonus Points

• Experience with Quality Management solutions

EEO Statement 

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications, and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources, and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

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.

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