Description

Be a part of shaping the future of Customer Experiences by leveraging innovative and leading-edge technologies through the power of intelligent routing and AI-powered virtual assistants.

Our team and what we’ll accomplish together

We’re on a journey to create the best in class Customer Experiences, that will deliver on our promise of Trusted Support and Valued Relationships tied to our industry-leading products and services. We manage a large scope of responsibility from strategic planning and operational execution to bringing forward-thinking ideas to life that drive beneficial outcomes with our partners and stakeholders.

We’re looking to simplify interactions, ensuring customers are getting the service/support they need in the channel they chose, as quickly and efficiently as they need it.

What you’ll do

As a valued member of our team, you’ll help define the product strategy and customer experience through the development and creation of a prioritized roadmap. Working with key stakeholders across the organization and assessing industry trends, you’ll partner with teams to understand business needs and design an efficient routing strategy that maximizes customer satisfaction and increases agent efficiency. As well as ensuring the system is scalable, adaptable and able to accommodate changing business needs over time.

Key Responsibilities

• As the Senior program manager
  • Define the strategic product strategy and objectives 
  • Create and prioritize product roadmaps including a product backlog and showcasing the overall expected value of the program to the business
  • Foster strong work relationships with internal and external partners across TELUS, as well as external vendor partners
  • Define, analyze and present product opportunities to senior leadership and stakeholders 
  • Understand the market, customer, regulatory and technology trends 
  • Work with teams to Influence decisions that impact the customer experience, provide feedback on available options to incorporate changes or what is out of the program scope and budget, adjust program delivery and scope

Qualifications

What you bring:

• Known for your passion to drive great experiences for TELUS; by growing and leading a high-performing technology team in an agile development environment that values releasing often, testing and iterating
• 5+ years previous experience as a Program Manager or comparable role
• Recognized for your ability to bring teams together to focus on goals, understand business goals and bring forward solid financial business cases
• Noted for your collaboration and ensuring all voices are heard, you listen to and interpret stakeholder feedback to develop new business processes and identify business issues and/or objectives
• Agile Certification (LeSS, ACP, CSM, SAFe) or equivalent work experience
• Comfort with ambiguity and a continuous improvement mindset
• Excellent interpersonal and communications skills; strong creation and delivery of succinct presentations to executive leaders
• Experience managing roadmaps, reporting and understanding how the work and numbers tie to the business operations that we support
• An expert in using data to inform and drive decisions, using your advanced analytical, critical thinking and problem-solving skills with a sharp eye for quality and detail
• Experience with call center technology, Virtual Assistants and conversational voice and chat designs

Great-to-haves

• Technical or data-driven educational background (computer science, engineering, statistics, data science) and/or Masters of Business Administration (MBA) degree
• A positive, collaborative and friendly attitude
• Experience with Business Casing and KPI
• Previous Technical experience or knowledge of voice platform and voice and chat virtual assistants is an asset
• University degree in Business and/or a similar discipline; MBA or PMP