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Manager, WLS Billing Experience & Strategy

Location: 

Toronto, ON, CA, M5J 2V5

Req ID:  53562
Jobs by Category:  Operations
Job Function:  Marketing
Status:  Full Time
Schedule:  Regular

Description

Our team and what we'll accomplish together


Are you a passionate business owner and strategic thinker who can translate complex data into winning business strategies? We are looking for a Manager of WLS Billing Experience & Projects to lead the "Radical Billing Simplification" program for our Wireless portfolio.


Billing is one of the most critical touchpoints in the customer journey, yet it is often the most complex. Currently, billing friction represents a significant EBITDA drag and a primary driver of customer dissatisfaction. We are looking for a leader to reimagine this end-to-end journey—someone who can look at a spreadsheet of deactivation data and "see" the systemic process fix that will solve it.


This is a unique "end-to-end" leadership role. You won't just be managing a pre-defined project plan; you will be the primary architect of the strategy. You will leverage data and financial impacts to identify where we can fix the biggest customer and business challenges, "sell-in" that strategy to the Leadership Team (LT) to secure investment, and then partner with CPO and CIO teams to move those ideas from concept to reality.

 

What you'll do

  • Strategic "Sell-In" & Financial Modeling: You own the "Ideation" phase of the CMO Stage Gating process. This involves driving a data-heavy strategy to identify high-value opportunities, building robust business cases (ROI, EBITDA recovery, churn impact), and presenting these cases to LT-level stakeholders to secure mandate and funding.
  • Architect of the "Predictable First Bill": Drive the roadmap to ensure 100% alignment between sales quotes, the Critical Information Summary (CSA), and the initial invoice. You will start by solving the "First 90 Days" (Early Tenure) experience to eliminate the "blindside" effect of unexpected charges.
  • End-to-End Project Ownership: Transition seamlessly from strategist to execution lead. You will manage projects through the full lifecycle—from initial concept and Gate 1 approval through to technical launch and post-mortem analysis.
  • Data-Driven Advocacy: Use "data as the truth" to prioritize workstreams. You will analyze the drivers behind multi-million dollar annual billing contra (credits) and wireless deactivations to ensure our technical teams are solving the problems that deliver the highest ROI.
  • Stakeholder Influence & Silo Busting: Act as the "connective tissue" between Marketing, Product (CPO), and IT (CIO). You will challenge "sacred cows" in pricing and policy to ensure that technical logic never compromises a simple customer experience.
  • Horizon Planning: Execute Horizon 1 "Quick Wins" (immediate call offload and credit reduction) while simultaneously building the financial justification for Horizon 2 (Mid-term journey fixes) and Horizon 3 (Long-term strategic charging shifts).
  • Team Support: Lead, coach and develop a team of strategy and marketing managers to drive the portfolio forward

Qualifications

What you bring

  • Experience: 5+ years in Strategy, Management Consulting, Financial Analysis, or Project Management. Experience in Telecommunications (Wireless/Wireline) is highly preferred.
  • Financial & Analytical Acumen: A proven ability to build "bankable" business cases. You must be comfortable navigating large datasets to extract financial insights and selling the value of an initiative to executive leadership.
  • Billing & Systems Expertise: A foundational understanding of billing architectures, provisioning logic, and the regulatory landscape (CCTS and CSA requirements).
  • Strategic Influence: A track record of moving an organization from a reactive "fire-fighting" mode to a proactive, strategy-first approach.
  • Exceptional Storytelling: The ability to take a complex billing error or technical limitation and explain its multi-million dollar impact on the bottom line to a non-technical audience.
  • Execution Excellence: Deep knowledge of project management methodologies and the ability to drive cross-functional teams toward a common deadline.


Great-to-haves

  • Experience in telecommunications (wireless or wireline) or billing operations
  • Familiarity with project management methodologies and cross-functional team leadership
  • Knowledge of customer experience design and journey mapping in complex service environments.

 

Why Join Us?


This role sits at the intersection of Business Strategy and Customer Experience. You will have the unique opportunity to define the strategy, prove its worth leveraging cost/benefit-driven business cases to the LT, and then lead the team that brings it to life. If you thrive on having end-to-end ownership to solve a business problem with data and then delivering results, this is your next role.
Salary Range:  $109,000-$202,000
Performance Bonus or Sales Incentive Plan:  20%

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
  • 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.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

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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