Director-Customer Solutions Delivery - Greater Toronto Area
Toronto, ON, CA
Our team and what we’ll accomplish together
At TELUS, our Customer Solutions Delivery (CSD) team is dedicated to creating a connected world where our customers thrive. With a nationwide presence, we install, maintain, and support TV, Internet, Home Phone, and SmartHome and Custom Home Security services leveraging our cutting-edge PureFibre, Wireless, and Copper networks to drive growth and innovation.
As the face of TELUS, our technicians provide exceptional service and personalized recommendations, ensuring customers get the most out of our evolving products. As a senior leader within CSD, the Director will oversee regional field operations with a $25-40 Million annual budget, leading teams that enhance service delivery, strengthen TELUS’s community presence, and drive business success
What you’ll do
Community Engagement & Advocacy
- Support localized execution of our national go to market plans while representing TELUS in communities across Canada
- Participate in community boards, activities, and events to strengthen TELUS’s presence and advocate for customer needs
Leadership & Team Development
- Lead, coach, and develop a team of Community & Service Excellence Managers and Technicians, fostering a high-performance, safety-first culture
- Build a strong talent pipeline, ensuring diversity and inclusion reflect the communities we serve
- Drive a culture of accountability and continuous performance management, ensuring teams meet operational and service excellence goals
Strategic Growth & Competitive Positioning
- Drive market share growth for Custom Home security, developing strategies to outperform competitors
- Represent TELUS Field Operations nationally, enhancing brand recognition and positioning TELUS for long-term success
- Partner with marketing teams to create and execute master community plans that leverage TELUS’ market leadership to drive adoption and penetration
Operational & Business Performance
- Oversee national profit and loss (P&L), ensuring financial targets, performance KPIs, and customer satisfaction metrics are met
- Manage critical outages and service disruptions, leading response efforts to restore service quickly while communicating with key stakeholders
- Partner with the National Resource Strategy team to maximize workforce availability and productivity, ensuring the best possible customer experience
Travel Requirement: The successful candidate will dedicate approximately 20% of their time to travel, encompassing both regional and national commitments. This strategic leadership position requires regular travel to oversee operations, engage with key stakeholders, and represent TELUS across various locations throughout Canada. The ability to travel flexibly and maintain a strong regional presence while participating in national initiatives is essential for success in this role.
What you bring
Leadership & Experience
- Degree in Management, Business, or a related Technology field (Masters or MBA preferred)
- 10+ years of leadership experience in customer service, sales, or service delivery, with a proven ability to build and lead high-performing matrix teams
- Experience leading geographically dispersed teams while fostering a culture of safety, innovation, collaboration, and accountability
- Track record of managing multi-million-dollar budgets, with direct P&L accountability and a focus on driving financial and operational performance
Strategic & Business Acumen
- Deep business and financial expertise, including operational leadership, budget management, and performance optimization
- Enterprise-level strategic thinking, with the ability to address complex business challenges, negotiate solutions, and drive organizational chang
- Strong problem-solving skills, with a proactive, results-driven approach to identifying opportunities and overcoming competitive challenges
- Demonstrated ability to implement enterprise-wide initiatives and lead transformational change while maintaining agility in a fast-moving environment
Customer-Centric & Results-Driven Approach
- Customer-first mindset, ensuring that every decision and action is rooted in delivering exceptional experiences and value.
- Skilled at simplifying complex concepts and translating them into clear, compelling narratives for customers, employees, and stakeholders.
- Ability to anticipate future needs and market trends, strategically positioning TELUS for long-term success while driving immediate business impact.
Communication, Influence & Relationship Management
- Advanced communication skills (verbal, written, and storytelling), with expertise in public speaking, media relations, and executive-level facilitation
- Strong consultative and interpersonal skills, building trusted relationships across all levels—from front-line teams to executive leadership, government agencies, and community partners
- Proven ability to negotiate, influence, and collaborate across diverse stakeholders to align business objectives and community priorities
Adaptability & Visionary Leadership
- Thrives in dynamic, rapidly evolving environments, balancing strategic long-term vision with tactical execution
- Highly resilient, with the ability to navigate ambiguity, solve unforeseen challenges, and keep teams aligned through uncertain or high-pressure situations
- Passion for coaching, mentoring, and fostering talent to ensure strong leadership succession and a high-performance culture
What YOU get:
- A high-profile leadership role that connects TELUS with communities, shaping the future of customer experience and business success
- Direct ownership of a multimillion-dollar portfolio, influencing financial, operational, and community-driven outcomes
- A career path with impact—opportunities to develop, innovate, and lead transformation at TELUS
- Plus, the usual TELUS perks: competitive salary, profit sharing, stock options, career development programs, a flexible benefits plan, pension, and more!