Description
The Device Protection, Repair & Support team puts the customer at the forefront of our design and decision making processes, ensuring customers have options and journeys that meet their collective needs throughout their lifecycle as a TELUS customer.
The Mobile Klinik Checkup App was launched last year as a carrier agnostic solution to a customer’s device support needs.
The core app functionality today centers around Diagnostic, Trade-in and Repair solutions which can direct customers to visit and take advantage of Mobile Klinik services.
Here’s the impact you’ll make and what we’ll accomplish together
As the Product Manager of the Device Support, you will support the marketing, performance & growth of the carrier agnostic app.
You will be integral to driving app strategy & functionality working closely with Mobile Klinik and key TELUS stakeholders to increase downloads and usage.
You will also be the main point of contact between TELUS and our key partner MCE Systems supporting other initiatives like the Store tool and Wireless content transfer.
Responsibilities :
Collaborate with external partners to design & improve the app functionality and ensure best-in-class customer journeys
Align on prioritization and roadmap to improve our customer experience with cross-functional product, marketing, and enablement teams
Own the marketing programs & GTM activities to drive adoption and downloads of the Mobile Klinik Checkup App
Leverage app features for promotional activities targeting both TELUS and non-TELUS customers with compelling offers
Track and present key performance indicators to leadership and stakeholders and ensure we continue to increase internal / external awareness of the app
Work with the Mobile Klinik Marketing & Operational teams along with Digital, Channel Marketing and other internal stakeholders to support growth and address opportunities
Responsible for oversight of privacy assessments as it relates to protecting customer data
Reporting Relationship
You report to the Manager, Device Protection, Repair & Support who is supported by the Director of Device Services & rolls up to the VP, Wireless Product Marketing and Value Creation
You will be part of a 5 person team and will partner with 20+ team members across Marketing, Digital, Channel, Mobile Klinik, and other functions as well as external partners
What YOU Bring :
A proactive business-owner mentality and can manage initiatives / projects effectively from beginning to end, including workback schedules and stakeholder governance
Ability to build and execute on a digital experience vision, strategy, and roadmap, consistent with business goals
Effective communicator and can tell a compelling story in verbal and written form, including presentations across all levels of the organization
You have great people skills and can work collaboratively in large cross-functional teams with team members with diverse backgrounds
You are resilient, flexible and adaptable; you appreciate that failure and setbacks are a natural way to learn and grow
Strong problem identification skills and outstanding ability to use analytics to distill insights that allow you to make thoughtful, strategic recommendation
Keen ability to influence without authority and to drive action through ambiguity and change
You understand how to build positive, win-win, transparent external partnerships
Experience
3+ years experience in digital or product management
Presentation abilities and comfort interacting with all levels of the organization, as well as external business partners
Bachelor's degree or similar post-secondary degree, MBA is an asset
Partner management and negotiation experience is considered an asset
Wireless industry experience is considered and asset 
