Who We Are

In collaboration with our parent company, TELUS Digital, we’ve launched Fuel iX, an enterprise-grade AI engine designed to help companies upgrade their generative AI (GenAI) pilots to production scale, deploy customized solutions faster, and effectively manage the technology responsibly.

Location & Flexibility

The Customer Experience Product Manager role will be an integral part of Fuel iX's hiring success. To help retain our deep culture of collaboration both among ourselves and our stakeholders, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, and Thursdays) at our Vancouver office.

The Opportunity

As a Customer Experience (CX) Product Manager, you’ll partner with our Engineering and Delivery teams to lead a multidisciplinary squad that is part of the customer experience solution that is used today to support critical business processes. This opportunity involves leveraging the power of Generative AI to deliver business outcomes at scale directly. 

Fuel iX is a next-generation platform that helps enterprises manage and accelerate AI-fueled intelligent experiences (iX). This role is pivotal in enhancing and evolving our industry-leading AI application framework, ensuring the delivery of business value to enterprises worldwide.

Responsibilities 

  • Build a product roadmap considering technical lift, dependencies, time, and budget constraints
  • Define, manage, and prioritize requirements in a complex environment
  • Communicate a shared understanding of product requirements among all stakeholders
  • Drive the product vision and roadmap to deliver best-in-class customer experiences
  • Own scope management and feature prioritization discussions
  • Collaborate with designers to create feasible and top-tier user experiences
  • Lead technical discussions with engineers to define system architecture and data flows
  • Use analytics and metrics to drive informed decisions and enhance product strategies
  • Analyze data to identify patterns, trends, and opportunities for optimization
  • Manage and document technical dependencies and API requirements

Qualifications

  • 5+ years of experience in product management, preferably with SaaS products.
  • Proven technical background either in engineering or working with complex technical products
  • Experience working with software governance and agile methodologies.
  • Understanding of how to extend a CCaaS solution with value-added services and capabilities.
  • Ability to analyze market trends, customer needs, and competitive landscape.
  • Proven ability to identify and solve complex problems, leading to measurable business outcomes.
  • Excellent written and verbal communication skills.
  • Ability to articulate complex technical concepts to non-technical stakeholders.
  • Demonstrated ability to lead cross-functional teams and manage multiple stakeholders.
  • Passionate about delivering exceptional customer experiences.
  • Ability to gather and integrate customer feedback into the product development process.

Bonus Points

  • Proven experience in managing AI or machine learning-based products.
  • Experience with Quality Management solutions.
  • Strong understanding of AI technologies and their application in business solutions.
  • Have worked within a human-centered design approach to user experience
  • Experience with cloud-based infrastructure and services.
  • Experience using or building developer platforms.

 

Why WillowTree?

We offer a place to be yourself.

 

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

 

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

WillowTree celebrates our differences and provides equal employment opportunities to all team members and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Diverse teams build better products. We acknowledge that the tech industry especially lacks opportunity for those who are of non-traditional backgrounds and in underrepresented groups. In order to create the best products for everyone, we know that it's important for our team to reflect the diversity of our users, and we are committed to being the change we want to see.

 

 

 

 

#LI-Hybrid

#LI-KS1

What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: 

  • Group Savings Options (GRSP, GTFSA, GIA) with company matching
  • Healthcare benefits - Medical, Vision, Dental (We cover 100% of the employee and dependent(s) medical premiums)
  • Life & Disability Insurance
  • Generous and Flexible Paid Time Off
  • Parental Leave Top-Up
  • Employee Share Purchase Plan
  • Employee Assistance Program (EAP)
  • And more!

*Individual compensation is based on various factors unique to each candidate, including, skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends.  To drive ongoing pay equity for team members, WillowTree conducts regular compensation audits.

 

Canada Pay Range
$105,000—$141,000 CAD

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(Canada) Voluntary Demographic Questions

WillowTree knows incredible talent comes from all backgrounds. Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. We’re deeply committed to building teams that reflect the diversity of the populations we serve.

To ensure we’re reaching talent from all backgrounds, we invite applicants to complete the following VOLUNTARY demographic questions. For each question, you have the option to select "I do not wish to answer." Your responses will be processed separately from your application and will not be used in the hiring process or decision. We use this data (aggregate only) to assess and improve our hiring outreach and processes to better include and support individuals of all backgrounds. 

WillowTree is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. 

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