Senior Strategy Manager

Description

Manage programs that make a difference to our customer experience within the Enterprise space.

The Customer Management Office (CMO) team in our Service Excellence group is the strategic driving force behind our Service Management organization. As a trusted advisor and Program Manager, you will play a pivotal role in expanding and executing our key programs and initiatives that propel that part of our business unit to new heights of success. With your expertise and guidance, we will revolutionize the way we deliver exceptional customer experiences and exceed expectations, how we look at our customer feedback and generate insights that become actionable plans. Get ready to embark on an exhilarating journey where innovation, collaboration, and excellence are the cornerstones of our success!

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

This Program Manager role is a key, strategic position that will contribute to the execution of the TELUS business strategy, with a focus on customer-impacting initiatives.  The successful candidate will have responsibilities for managing the implementation of enterprise level initiatives in a multi-faceted, challenging, complex, multi-disciplined environment. The Program Manager is highly visible in maintaining control of their multiple initiatives with exceptional leadership ability in resolving conflicting priorities, resource issues, dependencies, risk management, contingency planning and scope change requirements. The primary objective is to ensure that all initiatives effectively deliver the desired outcomes for our organization, while also ensuring that our operations teams are fully prepared and equipped to seamlessly transition during deployments. This entails focusing on robust business readiness and change management practices to facilitate smooth implementation and operational readiness of changes suggested. A key component of the role is communication to Director and VP level stakeholders and management of risks related to delays and conflicting priorities/system deployments.

Your mandate is to partake, construct, own, and execute complex and cross-functional initiatives. This involves managing robust strategies to optimize many functional aspects across all our teams.

We are seeking a highly adaptable individual who boldly champions collaboration, execution, and thrives on collective success. If you excel in a fast-paced, growth-oriented environment and have a knack for solutioning with result-oriented plans, you are the missing piece to our puzzle.

Here is what you will do:

• Lead, manage and prioritize concurrent projects and initiatives
• Identify and involve key stakeholders in projects, and develop effective working relationships
• Manage project dependencies and maintain project roadmaps to create alignment across teams
• Lead storytelling and updates to team members and leaders, with the ability to breakdown complex thoughts and ideas into an easy-to understand, succinct story
• Build a robust business readiness and change management plan for initiatives under your responsibilities
• Produce high quality presentations with a clear story line
• Prepare and communicate status reports
• Deciding on suitable strategies and objectives
• Building/collaborating with other team members and stakeholders
• Lead project/program working team members
• Apply change, risk and resource management
• Tracking project milestones and performance (using Monday.com or other tools)
• Plan and facilitate discussions, meetings and working sessions

Qualifications

Experience

• You have experience in in the telecom space
• Consulted on and managed programs through influencing and negotiating
• Demonstrated proficiency in leading business initiatives that lead to process improvements or transformation delivering significant value to an organization
• Experience managing cross-functional projects and stakeholder groups

Knowledge, Skills and Abilities

• You are a self-starter with curiosity and a passion for working in a dynamic, high performance culture
• You can play the role combining your exceptional collaboration, relationship management, influencing and negotiation skills with your compelling storytelling and an ability to present to executive audiences
• Leveraging your financial & business acumen you will have the ability to comprehend the business value and speak to leadership in terms they understand
• Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations)
• Able to manage all aspects of high risk/complexity projects/programs over the entire life cycle (initiate, plan, execute, control, close), and working as part of a team on these various life cycle pieces
• Known for bringing spirit of teamwork and collaboration to everything you do
• Agile learner with the ability to operate at the intersections of big ideas and small details, thinking and doing, boldness and humility, leading and following
• You are comfortable with data management and leverage analytics (including AI tools) to drive solution identification decision making
• You demonstrate subject matter expertise when providing updates for senior leaders

Advanced knowledge of English is required because you will most of the time interact in English with external and internal parties (clients, suppliers, stakeholders, external partners, colleagues, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities.