Location:
Burnaby, BC, CA Toronto, ON, CA Vancouver, BC, CA
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Req ID: 54445
Jobs by Category: Digital
Job Function: Product Management & UX/UI Design
Status: Full Time
Schedule: Regular
Join our team and what we'll accomplish together
Product Operations is building the customer digital solutions engine to drive TELUS forward. We are moving from strategy into execution by implementing a standardized, automated operating framework that enables our teams to work smarter and faster.
Our portfolio focuses on three domains:
Digital Customer Experiences — seamless journeys for external users
Team Member Enablement — tools that simplify the daily lives of staff
Developer Platforms — scalable foundations for our technical teams
Unlike traditional revenue-focused product teams, our CIO portfolio treats internal solutions with the same rigour as external ones.
You'll join the Product Operations team as the "Knowledge Infrastructure" builder, building the enablement ecosystem that transforms how product teams work at TELUS. You'll be the bridge between process design and people's adoption—taking complex process workflows and turning them into engaging, multi-modal content that helps teams understand and adopt the new operating model. But this isn't traditional technical writing and static documentation. You'll think creatively about how to deliver learning through multiple channels—interactive tools, AI-powered content, embedded learning within workflows, and other innovative approaches. Your success will be measured by adoption: you'll create content that product teams actually use and find valuable, not just content that exists in a knowledge base.
What you'll do
Interpret and translate complex process documentation into user-friendly, engaging, multi-modal content (videos, e-learning modules, interactive tools, playbooks, infographics) that makes abstract concepts concrete and actionable
Think creatively about how to deliver learning—exploring opportunities to embed learning in workflows (tooltips, in-app guidance), leverage AI-powered tools, and create interactive experiences that go beyond traditional documentation
Deliver the right content at the right time when people need it—understanding user personas and use cases to ensure content is accessible and valuable when teams are actually trying to apply new processes
Maintain a consistent "Product Ops" brand voice and visual style across all training materials to ensure a professional and cohesive learner experience
Partner with the Enablement Lead to prioritize content based on upcoming process rollouts and identified skill gaps, ensuring your content aligns with overall development strategies
Measure content effectiveness through adoption metrics and user feedback, iterating on materials to ensure they're actually being used and valued by product teams
What you bring
5+ years of experience creating engaging, multi-modal content (video, e-learning, interactive tools, playbooks) with a focus on adoption and user engagement—not just documentation
Demonstrated ability to think creatively about content delivery—exploring innovative approaches like AI-powered tools (i.e. RAG-based assistants), embedded learning, interactive experiences, and other non-traditional methods to help people learn and adopt new processes
Understanding of user personas, adoption metrics, and how to create content that drives behavior change—you think about "what's in it for the user" and measure success by adoption, not just content creation
Strong writing and editing skills with ability to translate complex technical information into clear, engaging content
Experience working collaboratively with subject matter experts, process designers, and stakeholders to gather, refine, and validate content
Understanding of learning principles, adult learning theory, and how to design effective learning experiences
Strong attention to detail with precision in ensuring accuracy, consistency, and quality across all materials
Genuine curiosity about product operations and how TELUS works—you're willing to learn about the business, ask questions, and create content that's contextually relevant
Bachelor's degree in Communications, Education, Instructional Design, Technical Writing, or related field, OR equivalent professional experience demonstrating creative content creation
Great-to-haves
Familiarity with product operations, product management, or product-driven organizations
Experience with Learning Management Systems (LMS) or e-learning platforms
Experience with video production, graphic design, or multimedia content creation
Knowledge of Agile, product management, or software delivery processes
Portfolio of training materials or learning content you've created demonstrating creative, engaging approaches
Background in telecommunications or technology industry
What Success Looks Like in Year One
Content exists that people actually use — adoption metrics prove it, not just page view counts
Complex process docs have been transformed into multi-modal formats teams find intuitive and engaging
We have AI-powered or embedded learning experiences live and being iterated on
A consistent Product Ops brand voice runs across all materials — new and existing
The content backlog is prioritized, not just growing — tied to real rollout milestones and skill gaps
Salary Range: $86,000-$136,000
Performance Bonus or Sales Incentive Plan: 15%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
