Director of Field Operations - Eastern Canada

Description

Lead the transformation of our field operations to drive strategic growth and operational excellence. 

Join our team 

Reporting to the Vice President, Customer Excellence, the Director of Field Operations will be responsible for transforming and optimizing all Business Field Operations in Eastern Canada. You will lead the delivery of Business Services to TELUS customers across all provinces in Eastern Canada, driving strategic initiatives that leverage our best-in-field resources to achieve market leadership.

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

You’ll be part of the National Business Delivery team, you will play a pivotal role in developing and executing strategic initiatives that drive field best practices and process improvements. You will harness synergies across our National Business Delivery departments to enhance business efficiencies and financial performance while leading a world-class team. Success in this role requires a strategic thinker, natural leader, and innovator who excels in collaboration and problem-solving across multiple business units. You will drive strategic plans that position TELUS as a leader in the competitive business landscape.

Here's how

As the Director of Field Operations – Eastern Canada, your primary responsibility will be to ensure our Field Operations deliver exceptional customer experiences at the highest levels of operational efficiency, while maintaining the highest team engagement. Your key responsibilities will be to:

• Develop and execute strategic initiatives to transform operational efficiency and elevate customer experience across Eastern Canada.
• Collaborate with cross-functional teams to prioritize and implement innovative solutions that drive superior field KPI results.
• Lead performance analysis to identify and address root cause issues impacting customer experience and operational efficiency.
• Oversee the resolution of customer and frontline escalations, implementing necessary changes to field delivery policies, processes, procedures, and technology.
• Proactively manage service and operational disruptions to minimize impacts on customers and frontline team members.
• Lead, mentor, and inspire a high-performing team, fostering a culture of strategic thinking, continuous improvement, and innovation.
• Continue to foster the Field revenue generation engine through the evolution of programs like Trusted Advisor

Qualifications

 Here’s what makes you the ideal candidate:

• Extensive leadership experience with a proven track record of developing and leading high-performing, highly engaged teams.
• Exceptional relationship-building, collaboration, and influence skills at all organizational levels and across multiple teams.
• Demonstrated success in delivering exceptional customer experiences and achieving high levels of operational efficiency.
• Strong organizational, presentation, and communication skills, with the ability to convey complex strategic concepts clearly.
• Superior strategic planning, performance analysis, and program/project management skills, with a focus on transformative initiatives.
• Passion for working in a dynamic, high-performance culture, with a commitment to continuous improvement and innovation.
• Proficiency in both French and English, with strong written and oral communication skills in both languages.
• Bachelor's degree in business, economics, engineering, information management, or equivalent experience. An advanced degree (MBA or equivalent) is preferred.

Great-to-haves

• Strong innovation orientation with a passion for building, operating, and transforming new business models.
• Commitment to continuous learning and development across multiple domains, including industry best practices, technology trends, and customer experience opportunities.
• Extensive knowledge and experience in TELUS business operations, with a deep understanding of field operations.
• Proven experience in managing customer escalations and service outages/disruptions, with a focus on strategic resolution and process improvement.

What We Give Back to You:

• Opportunities to excel and show your stuff – work on high value and high visibility projects
• Flexible work styles with the ability to work in and out of the office
• Work in an organization that actively supports you giving back to the community you live in
• Competitive pay and benefits
• A workplace that lets you be your best everyday and embraces our core values: passionately putting our customers and communities first, embracing change and innovating courageously, and growing together through spirited teamwork

Advanced knowledge of English is required, because you will, on a regular basis, interact in English with external parties (clients, suppliers, candidates, external partners, etc.), interact in English with internal parties (colleagues, internal partners, stakeholders, etc.), as part of this position's main responsibilities, given its national scope.