Banner [https://s2-recruiting.cdn.greenhouse.io/job_board_renderer/job_board_configurations/banners/400/055/800/original/Office_-_WM_(1).png?1731607560]WillowTree Logo [https://s2-recruiting.cdn.greenhouse.io/external_greenhouse_job_boards/logos/400/339/400/original/WT_TDX_Logos_Horizontal_Black\_(2).png?1731607559]SENIOR PRODUCT MANAGER, CUSTOMER EXPERIENCE Boston, MA; Charlottesville, VA; Columbus, OH; Durham, NCApplyWHO 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. In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions. With a global team across North America, South America, Central America, Europe, 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. An integral segment of our company is Fuel iX™ [https://www.fuelix.ai/], TELUS Digital's proprietary generative AI engine. Fuel iX™ empowers businesses to transition their generative AI initiatives from concept to operational reality quickly, securely, and responsibly. This powerful tool enhances TELUS Digital’s ability to create and implement solutions that not only elevate customer engagement but also address complex business challenges. LOCATION & FLEXIBILITY TheSenior Product Manager, Customer Experience role will be an integral part of Fuel iX's hiring success. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC. THE OPPORTUNITY As a Senior Product Manager, Customer Experience (CX), you’ll partner with our Engineering and Delivery teams to lead a multidisciplinary squad that is part of the customer experience solution that is used today to support critical business processes. This opportunity involves leveraging the power of Generative AI to deliver business outcomes at scale directly. Fuel iX is a next-generation platform that helps enterprises manage and accelerate AI-fueled intelligent experiences (iX). This role is pivotal in enhancing and evolving our industry-leading AI application framework, ensuring the delivery of business value to enterprises worldwide. 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 QUALIFICATIONS - 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. BONUS POINTS - Learning, Coaching, and Training Systems - Knowledge Management EQUAL OPPORTUNITY EMPLOYER At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity. 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 ourPrivacy Policy [https://www.telusdigital.com/privacy-policy]. What We'll Offer In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: - Healthcare benefits - Medical, Vision, Dental - 401K matching - Employee Share Purchase Plan - Competitive PTO Policy - Employee Assistance Program (EAP) - Life & Disability Insurance - And more! Annual Performance Bonus This position is eligible for anannual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances. Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits. Annual Base Salary Range (Performance Bonus Eligible) $117,600 - $147,000 USD Create a Job Alert Interested in building your career at WillowTree? Get future opportunities sent straight to your email. Create alertAPPLY FOR THIS JOB - indicates a required field Autofill with GreenhouseFirst Name_Last Name_Preferred First NameEmail_Phone_Location (City)_Locate meResume/CV_AttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtf Cover LetterAttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtf LinkedIn URL (Please list N/A if you don't have one)_How did you hear about us?_Select...Where did you hear about us?_Select...Referring WillowTree or TELUS Digital teammate name if applicable.Are you legally authorized to work in the U.S.?_Select...Will you now, or in the future, require TELUS Digital Solutions to provide sponsorship or sponsor an immigration case in order to employ you? (For example, H-1B or other employment-based immigration case)_Select...Please check the box of the location you'll be working from for this position. _Boston, MACharlottesville, VAColumbus, OHDurham, NCAre you committed to working in a hybrid model from the office location selected above? Please be aware that relocation is not covered by TELUS Digital._Select...Please acknowledge that you have seen the posted salary range for this role and confirm that this aligns with your expectations._Select... (USA) VOLUNTARY DEMOGRAPHIC QUESTIONS WillowTree knows incredible talent comes from all backgrounds. Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. We’re deeply committed to building teams that reflect the diversity of the populations we serve. To ensure we’re reaching talent from all backgrounds, we invite applicants to complete the following VOLUNTARY demographic questions. For each question, you have the option to select "I do not wish to answer." Your responses will be processed separately from your application and will not be used in the hiring process or decision. We use this data (aggregate only) to assess and improve our hiring outreach and processes to better include and support individuals of all backgrounds. WillowTree is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. 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