Senior Product Manager (Agent & Technician Experience)

Description

Be a part of a transformational journey with innovative talent and leading-edge technologies.

Join our team

The 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.

Here's the impact you'll make and what we'll accomplish together

As 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.

Here's how

• Lead the product management lifecycle for agent and tech assisted capabilities ideation to implementation and optimization
• Own and drive the product roadmap, ensuring alignment with business goals and customer needs
• Collaborate with internal stakeholders and external partners to define product features and enhancements that improve the Agent & Tech Experience
• Conduct user research and gather feedback to inform product decisions and prioritize developments based on customer needs
• Analyze data to measure product performance and identify areas for improvement, driving actionable insights into the development process
• Facilitate workshops and discussions to align cross-functional teams on product vision and strategy
• Maintain clear communication with stakeholders regarding product status, roadmaps, and timelines
• Stay informed about industry trends and emerging technologies to ensure TELUS remains at the forefront of innovation in service assurance
• Own and monitor key performance indicators impacted by Service Assurance Tools, including:
  • Agent Metrics - Average Handle Time, Dispatch Rate, and Repeat Rate
  • Technician Metrics - Repeat Rate
  • Business Metrics - Time to deploy changes and quality of changes to systems
  • Tool Usability - Engagement rate, success rate, and time-to-resolve

Qualifications

You're the missing piece of the puzzle if you have

• 3-5 years of experience in product management or a related role within a telecommunications or technology environment
• Proven ability to lead product development initiatives that enhance agent and customer experiences
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication, organization, and time management skills
• A collaborative mindset and proven track record of working effectively with cross-functional teams
• A passion for understanding customer needs and a commitment to delivering exceptional products

Great-to-haves

• Experience with InSight Solvatio and the Sweepr suite or similar products
• Familiarity with Agile methodologies and principles in product management
• Knowledge of Lean methodologies and their application in product development
• A positive, collaborative attitude with a knack for continuous improvement
• Understanding of the SAFe framework or experience in scaled Agile environments is a plus