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Mgr-Community & Service Excellence (In-Office)

Location: 

Edmonton, AB, CA, T6H 1J5

Req ID:  55109
Jobs by Category:  Technology Solutions
Job Function:  Technology
Status:  Full Time
Schedule:  Regular

Description

 

About the Role

 

We are seeking a dynamic Field Manager to lead a frontline team of 15-20 technicians, driving our 2026 North Stars of "Purposeful Growth & Value" and "Unwavering Customer Focus".

 

This position plays a crucial role in empowering Field Technicians, adapting on the fly to operational challenges, relaying critical information up the chain, and acting as a frontline sales leader. You will be the execution leader in the field, responsible for directing daily operations and protecting the customer experience. By maximizing customer value and wallet share, you will help us evolve into an EBITDA-positive growth engine

 

Key Responsibilities

 

  • Team Leadership, Sales Coaching & Development
  • Conduct dedicated team coaching, including 1:1s, ride-a-longs, and career development
    sessions to build both technical and sales competencies
  • Drive technician engagement and lead the local execution of engagement and recognition plans
  • Lead daily technician performance, addressing immediate performance issues and coaching the team on identifying customer needs to maximize field sales opportunities
  • Participate in peer-to-peer mentorship and national or provincial primeships

 

Service & Sales Excellence

 

  • Manage key programs in the field, specifically driving our ASPIRE sales program, alongside FTRS and repair reduction initiatives
  • Champion sales leadership by motivating technicians to meet or exceed ASPIRE targets and seamlessly blending service delivery with revenue generation
  • Own day-to-day business operations, issue resolution, and in-day customer escalations
  • Monitor productivity metrics, conduct Voice of the Customer (VOC) check-ins, and own direct customer relationships
  • Support ad hoc sales requests and collaborate cross-functionally to capture new business directly from the field

 

Operational Management & Strategic Alignment

 

  • Execute mandatory Start of Day interlocks with dispatch and participate in weekly operational huddles
  • Track and report team expenses while actively submitting necessary budget requests
  • Lead routine safety reviews and ensure complete technician compliance with financial and operational policies
  • Build and maintain strong relationships with local community stakeholders to champion a
    community-first approach
  • Report field-level insights upward to directors to help shape broader regional sales and service strategies

 

Qualifications

 

Required Qualifications

 

  • 5+ years of experience in telecommunications or related field service operations
  • Proven leadership experience managing technical teams and driving operational and sales execution
  • Advanced problem-solving capabilities, specifically in operational triage, real-time decisionmaking, and closing field-level business
  • Advanced knowledge of English is required to interact with internal and external parties, as well as to navigate IT tools with English-only interfaces on a national scope

 

Required Skills

 

  • Outstanding communication skills with the ability to provide rapid alignment during exception days
  • Strong organizational skills for managing time, attendance tracking, and fleet or corporate card procedures
  • Crisis management expertise to handle operational escalation support effectively while
    maintaining a customer-centric focus

 

Preferred Qualifications

 

  • Experience with field service management software and sales tracking tools
  • Bilingual capabilities (English/French)
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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