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Senior Program Manager

Location: 

Toronto, ON, CA, M5J 2V5 Vancouver, BC, CA Calgary, AB, CA Montréal, QC, CA Edmonton, AB, CA Ottawa, ON, CA

Req ID:  54848
Jobs by Category:  Operations
Job Function:  Project Management
Status:  Full Time
Schedule:  Regular

Description

 

Join Our Team

 

BCX Service Excellence manages one of TELUS' most strategically important programs: large, multi-workstream business improvement initiatives spanning system transformation, process modernization, and enterprise Agentic AI deployment.

 

If you thrive on mastering complexity across cutting-edge domains—from enterprise system transformation to Agentic AI deployment at scale—this is your role. We are seeking a Senior Program Manager who understands both the rigor of enterprise governance and the fluidity of iterative innovation.

 

In this highly collaborative environment, you will co-create solutions with cross-functional partners, influencing without positional authority to drive measurable outcomes across business units, technology partners, and operational teams.

 

What You'll Do

 

Daily & Weekly Rhythm

 

  • Co-lead delivery stand-ups, surface blockers early, and escalate interdependencies in real time

  • Maintain RACI clarity across all workstreams with single named owners and shared accountability

  • Facilitate collaborative problem-solving sessions where cross-functional teams jointly solve blockers and commit to delivery

 

Monthly Governance Cycles

 

  • Present crisp RAG status and risk narratives to steering committees with headline insights and decisions in unmissable callout boxes

  • Monitor budget variance, explain cost movements, maintain forecasts, and track benefits realization (CapEx/OpEx trade-offs, business case pressure testing)

  • Proactively escalate conflicting priorities, govern dependencies, and lead formal change control processes that protect baseline scope and budget while maintaining sprint backlog flexibility

 

Program Milestones & Phase Gates

 

  • Develop program-level milestone plans and steering committee governance spanning initiation through closure, with mastery across Agile, Waterfall, and Hybrid methodologies

  • Validate benefits realization post-launch and embed lessons learned into future programs

  • Coach team members in program management best practices and delivery methods

 

Program Examples You'll Own

 

  • Enterprise System Transformation: Migrating legacy platforms to modern, scalable architectures

  • Agentic AI Deployment: Scaling AI-driven agents to improve operational efficiency and customer experience

  • Process Modernization: Redesigning end-to-peer business processes to reduce friction and cost

What You Bring

 

  • Hybrid Delivery & Governance Mastery: Expertly manage Waterfall and Agile methodologies, balancing fixed milestones with sprint flexibility

  • Executive Communication: Distill complex health metrics into crisp RAG status reports, risk narratives, and clear decision requests

  • Financial Acumen: Own budget conversations, business case development (CapEx/OpEx), and post-launch benefits realization

  • Strategic Alignment: Drive clarity via RACI matrices and facilitate co-creation sessions to ensure single-owner accountability

Qualifications

 

Education & Certification

 

  • University degree

  • PMP (Project Management Professional—PMI) OR SAFe SPC/RTE certification

 

Experience

 

  • 7–10 years of program or project management in complex, multi-functional environments

  • Demonstrated mastery of hybrid delivery and executive stakeholder management

  • Track record owning program financials, benefits realization, and cross-functional alignment at scale

  • ITIL 4 Foundation Practitioner 

  • Exposure to enterprise system transformation, digital modernization, or Agentic AI initiatives

  • Evidence of coaching/mentoring program teams

 

Nice To Have

 

  • Lean Six Sigma Black Belt or equivalent

  • Own.it certification

  • Google Cloud or AWS Cloud Practitioner

  • Silver level TELUS PM Certification (for internal candidates)

 

 

Advanced knowledge of English is required because you will most of the time interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

 
Salary Range:  $86,000-$136,000
Performance Bonus or Sales Incentive Plan:  15%

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.

Apply now »