Apply now »

Senior Program Manager - Customer Solutions Delivery

Location: 

Calgary, AB, CA Vancouver, BC, CA Victoria, BC, CA Ottawa, ON, CA Edmonton, AB, CA Toronto, ON, CA

Req ID:  45528
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description

 

Do you want to be part of a team that is focused on leveraging technology, process and change management to improve our customer experience.

 

We are searching for a team member who operates with confidence who will apply their extensive knowledge to effectively and efficiently steer large cross-functional programs.

 

We are seeking an inspiring and forward-thinking person who can motivate teams and continually improve how we manage programs to deliver best-in-class results for our teams, our customers and our business.

 

Your Impact and Our Collective Success

 

In this pivotal role, you will work closely with cross-functional teams and senior executives at TELUS to ensure seamless operations and program effectiveness to help transform our enablement strategies allowing our business and our customers to thrive. As a program manager of this role at TELUS, you will lead large programs and indirectly oversee cross-functional resources to ensure the successful delivery of large, complex projects that are transforming our business.

 

Our goal is to drive improvements in customer and employee experience across TELUS Customer Solutions Delivery (CSD), and the only way we can do that is to continually add the best people to our already great team.

 

What you’ll do:

 

As a Senior Program Manager, you will be part of a high-profile portfolio and report to the Manager, Program Office:

 

  • Development and execution of strategic complex enablement programs to transform our businesses within our communities through a cloud-based, digital first approach while leveraging A.I. and automation opportunities focused on improving our delivery teams and customer experience
  • Hands-on program role requiring strong leadership and people skills
  • Coordinate activities, priorities and timelines across a range of programs & projects ensuring interlock across multiple teams
  • Establish an ongoing method of reporting and sharing of program details effectively with Senior Executives and operational team stakeholders
  • Drive governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
  • Proactively engage internal teams, external parties and vendors to resolve issues
  • Develop effective presentations, reporting and tracking of all program activities, from working-level to executive audiences
  • Coach and consult on financial forecast, actuals and benefits realization
  • Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment

 

 

Qualifications

 

What you bring:

 

  • Easily communicate to different audiences in the language that they understand by leveraging your technical ability coupled with excellent communication skills
  • 5-7 years of experience in program management, delivering multiple complex initiatives simultaneously from creation to implementation. TELUS and/or telecom experience is a distinct asset
  • Presentation to Senior leaders with clear and concise messaging
  • Strong problem-solving skills to clear roadblocks and resolve issues
  • Demonstrate a “can-do” attitude that fosters a positive productive working environment, especially in pressured situations
  • Program management and process improvement methodology
  • Experience working with service delivery teams, call centre agents, project teams, technology teams and other collaborative functional areas
  • Embrace agile thinking and ways of working to be flexible and adaptable
  • Understanding of emerging technologies and industry trends including A.I. and RPA
  • Project Management certification considered an asset
  • Process improvement certification considered an asset
  • You have deep insight of the fundamentals of taking a problem, conducting analysis, building recommendations, and executing on those recommendations
  • Grit, drive for success, and a commitment to delivering promised outcomes
  • You’re a good human, with a sense of humor
  • Business, Engineering, or Computer Science degree considered an asset

 

Join us in shaping the future of customer experience at TELUS. Let's be Unbeatable, together!

 

 
Salary Range:  $94,000-$140,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, 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
  • 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 …

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.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

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.

Apply now »