Senior Product Manager

Description

Transform the Future of Home Entertainment at TELUS

About the Team: Join our innovative Video Services team, where we're revolutionizing how Canadians experience entertainment. We own the end-to-end customer experience and product strategy for Optik TV, collaborating across TELUS to deliver exceptional value. As part of our dynamic product management ecosystem, you'll work alongside talented professionals who are passionate about shaping the future of video services.

Role: Senior Product Manager - Optik TV Core Platforms

We're seeking a strategic leader to champion our customers' experience by optimizing support processes, managing platform changes, and driving service reliability improvements. You'll leverage data-driven insights to enhance customer satisfaction while maintaining operational efficiency. In this pivotal role, you'll work alongside talented professionals who are passionate about shaping the future of video services.

Your Impact:

• Lead the optimization of our core TV platforms through strategic innovation and operational excellence
• Drive cost efficiency initiatives while enhancing customer experience
• Transform complex data into actionable insights that guide product decisions
• Champion cross-functional collaboration to deliver seamless product experiences

Key Responsibilities:

• Performance & Analytics Leadership: Own TV performance metrics, develop monthly reporting, and build actionable dashboards
• Root Cause Analysis & Problem Solving: Lead data-driven support trend analysis and proactive issue resolution
• Cross-functional Collaboration: Partner with product, engineering, operations, and frontline teams
• Customer Experience Optimization: Drive automation and self-serve initiatives, including STB communication strategies
• Strategic Project Management: Orchestrate cross-functional initiatives and ensure alignment on objectives
• Financial Leadership: Manage budgets and drive ROI-focused operational improvements

Qualifications

Required Qualifications:

• 3-5 years of experience in product management or a related role within a telecommunications or technology environment
• Post-secondary degree in Engineering, Computer Science, Mathematics, Business Administration, Information Technology, or related field

What Sets You Apart:

• Scrum certified, SAFe agile, lean certifications or relevant experience
• MBA is an asset
• Deep understanding of customer support metrics (AHT, FCR, NPS) and operational frameworks
• Understanding of the SAFe framework or experience in scaled Agile environments is a plus
• Ability to thrive in ambiguous environments
• Proactive risk management and problem-solving skills
• Data-driven decision-making approach
• Strategic thinking combined with tactical execution
• Excellent communication and presentation skills

This role offers the unique opportunity to shape the future of home entertainment while working with cutting-edge technology and an industry-leading team.