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