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Manager, Customer Onboarding (My TELUS) | TELUS Digital

Location: 

Toronto, ON, CA Edmonton, AB, CA Winnipeg, MB, CA Victoria, British Columbia, CA Brandon, MB, CA Halifax, Nova Scotia, CA Ottawa, ON, CA Calgary, AB, CA Saskatoon, SK, CA Regina, SK, CA Vancouver, British Columbia, CA Dartmouth, Nova Scotia, CA

Req ID:  26546
Jobs by Category:  Digital
Job Function:  Product Management & UX/UI Design
Status:  Full Time
Schedule:  Regular

Description

 

Join our team

My TELUS has a big impact on how our customers' experience, manage and interact with their TELUS services. We’re at the centre of all the action working to exceed the needs of our customers, stakeholders and broader digital team. As risk takers and experts in our fields, we’re a team who celebrates our failures and successes equally. Change is embraced and we love to try out new ideas. We are passionate about learning, growing and developing as individuals and as a team. 

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

As Manager, Customer Onboarding (My TELUS Home Solutions), you will act as a people leader for the Home Solutions self-serve account management team within TELUS Digital. You will be responsible for leading and coaching a team of subject matter experts focused on delivering digital web experiences to our customers. You will be accountable for the delivery of your team’s product delivery commitment and expected to strategize and prioritize with your stakeholders across TELUS.

You will report directly into the Director of the My TELUS team and work closely with your peers within the portfolio driving the strategy and evolution of My TELUS’ platform and capabilities across our web and mobile app platforms.

Here’s how

 

  • Lead a diverse product delivery team:
    • Made up of program managers, product owners, scrum masters, designers, developers, testers in delivering key outcomes for our customers and the wider organization
    • Developing our talent with 1:1 coaching, professional development, goal setting and performance management
  • Grow, develop and nurture our people:
    • Ensure team members have access to the tools, knowledge, and resources to do their jobs effectively and easily
    • Communicate “what good looks like” for performance management and metrics
    • Support and coach team members in their professional development, career pathing, and learning interests
    • Partner with People Experience team to help hire diverse talent and ensure new hires are provided with a positive onboarding experience
  • Own the evolution of the My TELUS experience:
    • Building features and experiences that reduce effort for our customers and generate tangible value for TELUS
    • Identifying opportunities for optimization, scaling, and leveraging data to drive continued enhancements
  • Ambassador of digital adoption and engagement opportunities:
    • Building features and experiences that reduce effort for our customers and generate tangible value for TELUS
    • Identifying opportunities for optimization, and leveraging data to drive continued enhancements 

 

 

Qualifications

 

You’re the missing piece of the puzzle

 

  • People Management and Team Building: Extensive experience and demonstrated success as a people leader, with a proven track record of growing and developing teams
  • Delivery Management: Proven success acting as a lead or manager for the agile delivery of work, coordinating with other streams and stakeholders
  • Leadership & Interpersonal Skills: The ability to champion, coach, motivate, and empathize with team members while partnering and building relationships with TELUS leadership
  • Budget Management & Prioritization: Ability to effectively manage and operate team budgets and prioritize work effectively and efficiently across the team
  • Strategic Thinking & Change Management: Ability to connect the dots between the team and broader organizational context and manage change effectively within the team

 

Great-to-haves

 

  • Experience working in a change management role within teams and organizations
  • Familiarity with TELUS Home Solutions products
  • Understanding of TELUS’ digital capabilities and its key opportunities, challenges, and benefits
  • Experience in product development or management working with design and technical concepts
  • Experience with performance measurement of people and developing measurement mechanisms
  • Strong stakeholder management with the ability to traverse complex stakeholder landscape and ability to manage conflicting priorities, bias for action and structuring ambiguous asks 
  • Experience using a range of Agile project/task management software and tools (e.g. JIRA, Confluence) and experience leveraging them to support digital acceleration and change initiatives within a business

 

 

A bit about us

We’re a people-first, 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. When you join our team, you’re helping us make the future friendly.

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Digital

Diverse teams lead the way to innovation. Leveraging different perspectives, experiences and ways of thinking allows us to deliver better insights, decisions, and solutions. Embracing our individuality, and leveraging diversity of thought is an important part of the amazing culture we have built at TELUS Digital.

We are honoured to be recognized

Team TELUS at a glance

1.4M
Days volunteered in our communities

$1.3
Billion contributed to charitable and community organizations since 2000

15.2
Million customer connections

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.