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Manager - Operations (Hybrid)

Location: 

Calgary, AB, CA Vancouver, BC, CA Edmonton, AB, CA

Req ID:  52921
Jobs by Category:  Technology Solutions
Job Function:  Technology
Status:  Full Time
Schedule:  Regular

Description

 

Join our team:


Part of the Customer Excellence & Field Solutions (CE&FS) organization, the Business Resource Excellence team empowers Canadian businesses to thrive in a digital world. We pair rigorous financial oversight with world class workforce planning, using advanced analytics, precise forecasting, and collaborative budgeting to turn our most valuable asset—time—into exceptional customer experiences. Relentless improvement and innovation drive everything we do; we never settle for the status quo.

 

Here’s the impact you’ll make and what we’ll accomplish together:

 

You’re a strategic operator who thrives on understanding how things work—and then making them better. In this role, you'll lead the engine that matches technician supply to customer demand across Canada. You’ll collaborate with passionate teams from frontline employees to senior executives, ensuring that every customer appointment is met with the right skill at the right time while driving down cost to serve. Join us and be a key player in delivering outstanding service experiences and operational excellence.

 

Here's how:

 

  • Lead proactive and reactive workforce planning, scheduling and administration to ensure field service demand is met cost effectively and at scale
  • Maintain 24/7 visibility on technician capacity and performance; monitor cycle times, operating costs and customer SLAs, driving corrective action when metrics deviate from targets
  • Identify and mitigate resourcing risks, rapidly restore service levels following unplanned events, and continuously improve planning processes, tools, and data quality
  • Act as the operational liaison for Product, Marketing, and Systems teams, ensuring new offers and major initiatives are fully supported by right sized, skilled workforce capacity
  • Participate and guide implementation of new service introductions guaranteeing operational readiness
  • Cultivate robust relationships with internal partners, vendors, and contractors to maximize flexibility, scalability, and cost efficiency
  • Build a high performing team: clarify roles, set measurable objectives aligned to departmental goals, and develop talent through coaching and feedback

 

 

Qualifications

 

  • 5+ years of leadership with proven track record anchored in Culture and Engagement
  • Advanced expertise in workforce planning, forecasting, and cross departmental process improvement; able to mediate complex, high risk issues affecting customer experience and brand
  • Proven capability to build and optimize integrated enterprise resource plans across multiple programs, leveraging data to right size capacity and spend
  • Creative thinker who challenges the status quo; identifies and develops innovative planning solutions
  • Strong analytical skills to evaluate new opportunities, build business cases, and drive implementation of technology and process change
  • Strong proficiency in forecasting/analytics tooling (Excel at scale; BI dashboards; automation mindset) and comfort working with messy data to improve quality at source

 

 
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, based on the role's requirements
  • 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 …
Job Type:  This is for a current vacancy

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.

 

 

 

 

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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