Senior CX Strategy Manager

We're building a centralized Product Management Office (PMO) within TELUS Digital's CXAI Transformation & Product Strategy team. 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.