Senior Strategy Manager (CXAI)

Department: DS Operations

Location: Remote, US, Boston, MA, Charlottesville, VA, Durham, NC, Columbus, OH

Compensation: $117.6K – $147K • Offers Bonus

Employment Type: FullTime

Who We Are

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.

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.

Location & Flexibility

This role will operate remotely in the United States or one of our offices in Boston, Durham, Columbus, or Charlottesville. This position must be able to work 9 AM - 5 PM EDT.

The Opportunity

We're building a centralized Product Management Office (PMO) within TELUS Digital's CXAI Transformation & Product Strategy team. The The Senior CX Strategy Manager will be a founding force in this function, owning end-to-end activation of new partnerships and internal tools, from evaluation through go-to-market and into a steady state. This is a highly cross-functional, senior-facing role that requires the ability to align diverse stakeholders, run structured programs, and drive commercial outcomes within a large enterprise.

Responsibilities

• Lead end-to-end activation of new vendor partnerships and internal tools — from scoping and evaluation through GTM and post-launch

• Own the product strategy roadmap (6/12/18/24-month horizon) developed in collaboration with BD, commercial, GTM, ops, and product marketing teams

• Lead SLT-level updates and cross-functional working sessions; bring structure, visibility, and momentum to complex programs

• Partner with product marketing to develop sales collateral, enablement materials, and external-facing content

• Work with commercial and finance teams to ensure commission structures, pricing logic, and revenue recognition are set up correctly for new products

• Collaborate with operations teams to validate use cases, surface requirements, and ensure new products address real frontline needs

• Identify and secure a CX account for pilot; define pilot scope, success metrics, and exit criteria

• Build and maintain a product catalog and toolkit (playbooks, one-pagers, onboarding guides) to enable internal teams

• Establish and manage the PMO intake and governance process for new product and partnership requests across business units

• Mentor and coach the PM on the team; model best practices in product thinking, stakeholder management, and structured delivery

Qualifications

• 8 - 12 years of experience in product management, program management, or a closely related discipline within large enterprise environments

• Demonstrated experience leading centralized PMO or product operations functions — managing intake, governance, and cross-functional delivery

• Track record of activating partnerships or launching products end-to-end in a complex stakeholder environment

• Strong executive presence; comfortable presenting to and aligning SLT, commercial, and operations leadership

• Experience working across GTM, commercial, marketing, and ops functions to drive product activation outcomes

• Highly organized and structured — able to manage multiple workstreams, track dependencies, and maintain momentum across teams

• Strong written and verbal communicator; able to synthesize complex programs into clear narratives and actionable deliverables

• BPO, contact center, CX technology, or enterprise SaaS background strongly preferred

• Experience with pilot design, partner onboarding, or enterprise deployment programs is a strong asset

Bonus Points

• Familiarity with AI, automation, or workforce management platforms

• Experience in a management consulting or business transformation environment

• Exposure to revenue operations, commercial enablement, or channel partner programs