Product COP – Digital Content & Enablement Specialist

TELUS

Knowledge Infrastructure builder at TELUS, creating engaging content for digital solutions. Bridging process design with user adoption through innovative multi-modal training materials.

Posted 5/25/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$86,000 - CA$136,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Familiarity with product operations, product management, or product-driven organizations is a great-to-have
Experience with Learning Management Systems (LMS) or e-learning platforms is a great-to-have
Experience with video production, graphic design, or multimedia content creation is a great-to-have
Knowledge of Agile, product management, or software delivery processes is a great-to-have
Portfolio of training materials or learning content you've created demonstrating creative, engaging approaches is a great-to-have

Benefits

Comp & perks

Comprehensive total rewards package highlighting competitive salary and bonus structures
Minimum 3 weeks of vacation
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

multi-modal content creationvideo productione-learning developmentinteractive tools designcontent measurementwritingeditinglearning principlesadult learning theorygraphic design

Soft Skills

creativitycollaborationattention to detailcuriosityuser engagementcommunicationproblem-solvingadaptabilitycritical thinkingstakeholder management