Senior Product Manager, Customer Experience

WillowTree

Boston, MA

Full Time

Senior

118k-147k

7 days ago

Job Description

About the Role

Welcome to TELUS Digital - where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. We have a global team across North America, South America, Central America, Europe, and APAC, offering expertise across multiple service areas including Digital Product Consulting, Data & AI, Strategy Consulting, and more. Our proprietary generative AI engine, Fuel iX, empowers businesses to transition their AI initiatives quickly, securely, and responsibly, enhancing customer engagement and addressing complex business challenges.

Key Responsibilities

Build and drive strategic product roadmaps considering business value, technical lift, dependencies, time, and budget constraints
Articulate the problem to be solved in a clear, understandable manner
Define requirements and manage backlogs across multiple platforms
Build a shared understanding of product requirements among all stakeholders
Develop clear, actionable product artifacts: 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

Requirements

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

Nice to Have

Learning, Coaching, and Training Systems
Knowledge Management

Qualifications

Educational background not explicitly specified in the description

Benefits & Perks

Healthcare benefits - Medical, Vision, Dental
401K matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability Insurance
Annual Performance Bonus

Working at WillowTree

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. We value qualifications, merits, competence, and performance without regard to characteristics related to diversity. We foster a culture of collaboration, growth, and innovation, emphasizing a people-first approach.

Apply Now