Regional Product Lead

Regional Product Lead

POSITION OVERVIEW

The Regional Product Lead is the operational owner of Automated Quality Monitoring (AQM) and Voice of the Customer (VOC) Copilot scale within a defined regional portfolio. You are accountable for accelerating deployment velocity, ensuring deployment quality, and translating programme-level ambitions into account-by-account execution. You set the regional deployment roadmap, and serve as the primary point of escalation for technical, commercial, and operational blockers. This role operates at the intersection of product (vendor), operations, and commercial - working closely with QA Team Leaders, Operations Directors, Account Managers, and the central product team to ensure that every AQM and VOC Copilot deployment is adopted, embedded, and generating measurable ROI. You own the regional go/no-go process, track the pipeline of accounts moving from evaluation to scale, and report progress against the QA Transformation scorecard.

KEY RESPONSIBILITIES

Regional Deployment Ownership

Own the end-to-end AQM and VOC Copilot deployment pipeline for an aligned regional portfolio, from account prioritisation through pilot, scale, and steady state.

Maintain a live, accurate view of account readiness - including data access status, PCI/PII clearance, ITSec, Legal and Privacy approvals, client alignment, and technical prerequisites - and drive proactive resolution of blockers.

Coordinate with Quality Design Specialists to sequence deployments, manage workload, and ensure each go-live meets the >90% accuracy gate before exiting the parallel-run phase.

Own the regional go/no-go decision process; escalate to the QA Transformation Lead when accuracy, client, or legal gates are at risk.

Drive usage expectation-setting with TLs and Operations Managers post-deployment. Support the development of minimum usage expectations and tracking frameworks for AQM and VOC tools in conjunction with regional ops and programme management stakeholders.

Ensure AQM and VOC Copilot outputs are actively integrated into TL coaching workflows; monitor whether Team Leaders are using insights from deployed tools and surface adoption gaps to Operations leadership.

Product Feedback & Roadmap Input

Serve as the regional voice of the field to the central product team - synthesizing deployment learnings, failure modes, and feature gaps into structured feedback that informs the Fuel AQM and VOC Copilot roadmap.

Manage the account-level technical evaluation process, ensuring structured evidence is captured for each pilot and fed into product prioritisation decisions.

Identify cross-account patterns and escalate to the product team for systematic resolution rather than account-level workarounds.

Reporting, Governance & Stakeholder Management

Report regional deployment progress, pipeline health, and impact metrics through the QA Transformation biweekly update and relevant governance forums.

Support client-facing engagements as required: executive briefings, QBR input, insight presentations, and transition planning conversations for accounts moving from pilot to scale.

Manage relationships with internal stakeholders - including technology, change management and tracking, and commercial leads - to unblock deployments and ensure aligned execution.

CORE COMPETENCIES

Accountability - owns regional outcomes, not just activities; drives to results and escalates early when trajectory is at risk.

Stakeholder influence - builds credibility with Operations, Commercial, and Product stakeholders through clear communication, reliable delivery, and sound judgment.

Strategic thinking - connects account-level execution to programme-level transformation goals; prioritises where speed and depth matter most.

Change leadership - models positive adoption of AI tools and supports others through the transition from manual QA to AI-augmented quality models.

QUALIFICATIONS

5+ years of experience in contact centre quality management, operations, PMO or AI/technology programme management.

Demonstrated experience leading cross-functional deployments of technology solutions in a BPO, managed services, or enterprise operations environment.

Experience managing or developing teams of analysts, specialists, or coordinators.

Bachelor's degree in Business Administration, Data Analytics, Operations Management, or equivalent experience; advanced degree preferred.

C1+ oral and written English proficiency; additional languages relevant to regional portfolio a strong plus.

Preferred: hands-on experience with AQM or Speech Analytics/ Conversational Intelligence platforms in a programme management or product ownership capacity.

Preferred: Six Sigma Green Belt or equivalent; project management certification (PMP, PRINCE2, or equivalent).

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.