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Senior Strategy Manager - Strategy and Enablement

Location: 

Toronto, ON, CA

Req ID:  22643
Jobs by Category:  Operations
Job Function:  Operations
Status:  Full Time
Schedule:  Regular

Description

 

Be a part of a transformational journey with innovative talent and leading edge technologies.

 

Join our team

 

The Mobility and Small Medium Business Centre of Excellence is TELUS' premier organization with a focus on driving the best possible customer experience for our business customers. The Strategy and Enablement team is uniquely positioned to lead change and improvements across the customer experience value chain working upstream and downstream. We are looking for a senior leader who is passionate about advancing call centre technology IVR and routing infrastructure while focused on providing business value and an exceptional customer experience.

 

Here’s the impact you’ll make and what we’ll accomplish together (Position Overview)

 

As Senior Strategy Manager, you'll create and oversee the 3 year plan to upgrade our Business IVR from legacy touchtone decision tree to an AI powered conversational IVR with OMNI routing capabilities to better serve our Business Customers. You'll work closely with Business Care/Assurance teams, Business Transformation, TELUS IVR support teams and Consumer to incorporate requirements on a future Google Call Centre AI migration. This high profile and strategically relevant Senior Strategy Manager role will have a long lasting impact on our business and customer experience.

 

Here's how (Responsibilities)

 

As a Senior Strategy Manager, you will lead the strategy and execution of a complex technology platform for our business IVRs, working across a variety of stakeholders and senior leaders. This includes working with technology experts and vendors on the roadmap, implementation timelines and capital costs, as well working through change requests and scope definition.

 

  • Develop a strategic roadmap for complex technology implementations that required collaboration with various stakeholders and business owners
  • Define the scope of the program including phased deliverables, strategic initiatives and measures of success
  • Hosting workshops to gather requirements and design the build
  • Build and deliver executive updates (VP, SVP, and sometimes EVP) leveraging your superb communication and presentation skills with the ability to craft clear, concise, compelling visuals and messages appropriate for the audience
  • Ensure all stakeholders have a solid understanding of the positive impact these technology changes will achieve
  • Identify key priorities for the program and work with project managers to build implementation plans and solutions to meet our measures of success

 

 

Qualifications

 

You're the missing piece of the puzzle (Required Skills & Abilities)

 

  • Strong technology background in call centre IVRs
  • Solid understanding of technical project management methodologies, principles and practices, processes and tools
  • Strong time management and organizational skills; ability to drive multiple priorities, prioritize tasks, and meet aggressive deadlines
  • Ability to lead and guide a scrum team and a team of system analysts

 

Great-to-haves

 

  • Experience working with Genesys and / or Google IVRs
  • Experience working on call centre routing and skilling

 

 

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.

 

 

 

 

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.