Manager, Product

PRODUCT MANAGER - FUEL IX 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. The Opportunity 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. RESPONSIBILITIES - 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 QUALIFICATIONS - 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. tim