Senior Program Manager

Description

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

You’ll be joining TELUS Health’s Payor and Provider Solutions team to contribute to the growth of our strategic business initiatives and programs. You are a highly motivated self-starter with an engaging style, consistently advocating for our customers’ needs. You will form partnerships with various stakeholders and members of our team. As such, you must have the ability to quickly develop relationships across the organization while contributing to a collaborative work environment and delivering excellence.

As the Senior Program Manager, you'll join the Payvider Program and Project Management Operations team, where your expertise will drive the overall success of complex, multi-stakeholder programs across our growing Payvider business. You'll partner closely with our internal teams to ensure a seamless end to end experience. You bring a robust background in program & project management methodologies and possess the leadership qualities necessary to direct and influence program paths. Most importantly, you're committed to fostering an engaging team culture while consistently delivering excellence.

What you will do

• Champion Everyday Innovation: Foster a dynamic culture of continuous improvement by empowering colleagues to challenge conventional approaches, experiment with new methodologies, and implement creative solutions that drive measurable program outcomes
• Strategic Problem Solving: Proactively identify complex program challenges and develop innovative solutions, even in ambiguous situations. Lead cross-functional teams through difficult decisions by presenting data-driven recommendations and maintaining forward momentum during uncertain periods
• Decisive Leadership & Ownership: Take full accountability for program decisions within your scope of authority. Demonstrate executive presence by asking strategic questions, synthesizing complex information quickly, and making confident decisions that align with organizational objectives and customer success metrics
• Customer-Centric Excellence: Design and execute programs with an unwavering focus on exceptional customer experience. Continuously refine program touchpoints, communication strategies, and deliverables to ensure every interaction exceeds customer expectations and strengthens long-term partnerships
• Trusted Stakeholder Partnership: Establish yourself as the go-to leader for business stakeholders by consistently delivering on commitments, communicating transparently about program status and risks, and providing strategic guidance that supports both immediate needs and long-term business objectives

Where you will focus

• Platform Migration Program Excellence: Architect and implement a comprehensive program management framework for platform migrations that optimizes team capacity, accelerates customer deliverable timelines, and promotes sustainable work-life balance across all delivery teams
• Large-Scale Strategic Program Execution: Lead the planning, execution, and monitoring of critical migration activities across multiple workstreams. Develop governance structure, robust tracking mechanisms and reporting dashboards that provide real-time visibility into program health, risks, and milestone achievement
• Continuous Improvement & Process Optimization: Drive program consistency through standardized methodologies while identifying and implementing process improvements that enhance efficiency, reduce risk, and improve customer satisfaction scores. Establish metrics-driven feedback loops for ongoing refinement. 
• Corporate Priority Management: Evaluate, prioritize, and sequence program activities based on corporate strategic impact, resource allocation, and customer value delivery. Develop executive-level reporting that clearly communicates program ROI and alignment with business objectives
• Cross-Functional Collaboration Leadership: Orchestrate seamless collaboration across Sales, Marketing, Implementation, Data Migration, Product Management, and Customer Success teams. Design integrated workflows that eliminate silos, reduce handoff friction, and create a unified customer journey experience from initial engagement through successful platform adoption
• Program Performance & Analytics: Establish comprehensive KPIs and success metrics that measure both program delivery excellence and customer satisfaction outcomes. Provide regular executive briefings with actionable insights and strategic recommendations for program optimization

Here’s how…

• Collaborates closely with the Managers and Business Leaders to ensure seamless program execution and to assess and mitigate any potential impact on the overall program objectives
• Effectively executes comprehensive program plans, encompassing quality assurance protocols, risk management strategies, and robust communication frameworks, to ensure program outcomes consistently align with stakeholder expectations and industry standards
• Diligently monitors the cost, schedule, and technical performance of all component projects and ongoing operations, identifying and addressing any deviations to maintain program integrity and progress
• Leads the development of the Program Plan in collaboration with the team, fostering a supportive environment that enables the team to meet and exceed go-live commitments
• Maintains stringent control over all projects, adeptly managing conflicting priorities, resolving issues, mitigating risks, navigating dependencies, and effectively managing change to ensure smooth project progression
• Communicates program details with exceptional clarity and effectiveness, fostering strong relationships and transparent information exchange with both internal teams and external stakeholders

Qualifications

You're the missing piece of the puzzle…

• Proven experience leading enterprise programs in program manager position

• 8-10 years of experience leading cross-functional programs and managing stakeholder groups.

• Bachelor's degree from an accredited university in Information Systems, Health Sciences, Business Administration, or equivalent experience/education

• Proven expertise in program and project management methodologies, principles, and practices, with a strong ability to take initiative and drive projects to completion

• Excellent analytical and problem-solving abilities, coupled with strong organization and time management skills

• Demonstrated ability to work effectively with various levels of management across cross-functional teams

• Strong interpersonal, communication (written and verbal), collaborative, presentation, and facilitation skills

• Exceptional customer service orientation, with experience in managing client expectations effectively

• A fast, self-directed learner with exceptional follow-through

• Project Management Professional (PMP) certification