Manager, Product – CX AI

Job description

## Manager, Product – CX AI **Who We Are** Welcome to [TELUS Digital](https://www.telusdigital.com/) — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of [TELUS](https://www.telus.com/en/), 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. With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. ## **Location and Flexibility** This is a hybrid role. This model requires the ability to work in a hybrid mode from one of our offices in **São Paulo** (2 times/ week or 8 days/ month) or **Porto Alegre** (3 times/ week or 12 days/ month). Our office culture is designed to foster in-person innovation, collaboration, and connection with team members local and visiting from other global offices. **Our team and what we'll accomplish together** The Manager, Product – CX AI is a highly collaborative role with endless opportunities to impact our teams, clients, and company. You'll form close relationships with client stakeholders to understand their goals and vision for AI-powered customer experience, and will lead product leads to iteratively bring that vision to life. You'll play a key role in shaping the future of the CX AI Product discipline, while coaching individuals and teams, and still having the opportunity to build unique products with our partners. This role sits over a growing portfolio of CX AI solutions, spanning how customer interaction data is captured and put to use, how agents are guided and supported in real time, and how the knowledge behind those experiences is organized and kept current. You'll be a leader of other product professionals, and as the portfolio matures, you'll take on end-to-end ownership of the product vision and execution for how these solutions come together. This is a hands-on role. We expect you to lead by example, while building prototypes, writing specs, and using AI tools directly in your own work, and not just directing others to do so. We understand our responsibility to create a diverse, equitable, and inclusive place within the tech industry, while pushing to make our industry more representative. Because of this responsibility, we need candidates who value diversity and inclusion through their work, team collaboration, or mentorship. So in your cover letter, we encourage you to reflect on diversity, equity, and inclusion. **What you'll do** - Build strong client relationships and guide teams in building solutions that align with product vision and outcomes - Lead by example: personally build lightweight, functional prototypes (using AI-assisted tools) to de-risk ideas and align stakeholders before committing engineering resources - Write clear, unambiguous specs and PRDs that engineers can build directly from, while translating fuzzy client asks into concrete requirements - Use AI tools directly in your own workflow, such as research synthesis, spec drafting, prototyping, and data analysis - Collaborate with cross-functional teams, including data science and engineering, to iteratively deliver products that are in line with time and budget constraints - Coach internal and external teams on improved processes and practices - Establish and manage complex requirement backlogs that consider multiple, interconnected products and platforms - Facilitate discussions and create processes for scope management and feature prioritization - Collaborate with product designers and engineers to create best-in-class user experiences - Lead technical discussions with engineers and data scientists to help define system architecture and data flows in order to guide feature development - Organize and lead journey mapping, user story mapping, and other product-oriented workshops - Manage and mentor other Product Managers to help further their career growth - Own the product vision for how the organization's CX AI solutions fit together into a single, coherent strategy, with an expectation that this ownership will expand over time - Help drive improvement and development of the Product discipline within the organization - Embody a growth mindset and apply it in your leadership style **What you bring** **Must-haves:** - 7+ years of experience in the software or AI product development industry as a Product Owner, Technical Business Analyst, Requirements Manager, Product Manager, or related position - 2+ years of leadership experience, including leading teams and developing individuals in their career; experience leading other product managers or product owners is a plus - Demonstrated ability to lead through influence and example, while setting technical/product direction and building trust with engineers and clients directly - Comfortable building lightweight, functional prototypes to test ideas and communicate intent, using AI coding tools, no-code tools, or scripting - Demonstrated experience managing software or AI-driven projects with complex scope - Experience conducting 1:1s with individuals and coaching product teams, while always contributing toward a psychologically safe environment - Working knowledge of frontend and backend technologies (i.e. web/native apps, APIs, databases), familiarity with core AI/ML product concepts, and the ability to quickly spin up on new technologies - Ability to size solutions based on project constraints, i.e. time/scope/budget - Strong documentation and technical writing skills, with proficiency in using user stories, acceptance criteria, requirements documentation methods, flow diagrams, and API documentation - Experience working with clients to elicit and define requirements across multiple, interconnected products or platforms - An understanding of and deep appreciation for the topic of user experience (UX) and a drive to stay up-to-date with the continually evolving landscape **Great-to-haves:** - Agency and/or consulting experience with a variety of clients and industries - Experience mentoring or setting direction for other product professionals in a peer or informal-leadership capacity (not necessarily as a formal people manager) - Experience with product research and strategy - Knowledge of UI/UX platforms and design thinking - Certified ScrumMaster and/or Certified Scrum Product Owner - Experience with AI/ML-driven products, such as those involving data annotation, real-time assistive experiences, or knowledge management **Bonus Points** - Agency and/or consulting experience with a variety of clients and industries - Experience mentoring or setting direction for other product professionals in a peer or informal-leadership capacity (not necessarily as a formal people manager) - Experience with product research and strategy - Knowledge of UI/UX platforms and design thinking - Certified ScrumMaster and/or Certified Scrum Product Owner - Experience with AI/ML-driven products, such as those involving data annotation, real-time assistive experiences, or knowledge management ## **Why TELUS Digital?** At TELUS Digital, you’ll work with world-class brands like FOX, HBO, PepsiCo, and Domino's, building transformative digital products that impact millions. Our global reach allows you to collaborate with diverse, international teams, solving complex problems and delivering tech-driven solutions that matter. We thrive on engineering excellence, using the latest technologies in cloud computing, AI, machine learning, DevOps, microservices architecture, and data engineering. Our teams embrace Agile methodologies, continuous integration and deployment (CI/CD) pipelines, and a DevOps-first mindset to deliver solutions at scale. In addition to being part of an **international** and **innovative** consultancy company, you will have: - A Global Innovation Hub: Be part of an international consultancy at the forefront of technology - Work-Life Harmony: Enjoy flexible hours and autonomy to balance your professional and personal life - Cutting-Edge Tech Playground: Dive into the latest technologies and shape the future of digital solutions - Prestigious Partnerships: Collaborate with world-renowned brands, making a real impact in the market - Growth-Centric Environment: Thrive in our collaborative ecosystem with a clear career development path - Global Exposure: Embrace optional international travel opportunities to broaden your horizons **Some of our benefits:** - Health and dental plan - Life insurance - Monthly voucher for meals, culture, education, health and mobility - Child care assistance and more! ## **Equality** At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. *We are committed to building an inclusive team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Therefore we provide equal employment opportunities to all employees and applicants regardless of race, color, religion, gender identity, sexual orientation, national origin, age, or disability.* We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that Information with us. For more information on how we use your information, see our Privacy Policy.