Strategy Manager, GTM Adoption & Operations - SMB AI Transformation

Description

About the SMB Agentic AI Sales Team

We aren't just building tools. We're building the underlying architecture for durable, scalable AI-enabled workflows across TELUS SMB. And we need someone to make sure we deliver on the promise.

The team consists of cross-functional product builders, data scientists, engineers, and operations leaders working in agile two-week sprints. We operate with radical transparency, clear decision-making, and a bias toward shipping. You'll be expected to understand the existing workflows that our new tools impact, flag blockers early and escalate hard decisions — not to hide them. We provide the autonomy and tools you need to do the work without process theater.

The Impact You'll Make & What We'll Accomplish Together

As a Strategy Manager, GTM Adoption & Change Operations, you are the operational executor of process change. When new AI tools are ready to ship, you own making sure the operational changes actually stick across the company — that Product, Pricing, Marketing, and Sales teams update their processes and follow them.

You understand that tools only create value if the processes around them actually change. You map how current workflows function. You work with every impacted team to understand how the tool changes their workflow and what process updates are needed. You ensure those process updates happen, are documented, and are adhered to. You identify what's blocking process change and you unblock it.

You translate strategic decisions into operational reality. You think like someone building for scale — you believe these tools reshape how we work, and you're committed to making those changes actually stick. You map workflows, coordinate process changes, write playbooks, manage cutover, capture learning, and feed it back. You are trusted because you're biased toward operational reality and making sure change endures.

How You'll Do It

• Own Adoption Execution Across All Impacted Teams. When new AI tools ship, own understanding how they change workflows for Product, Pricing, Marketing, and Sales. Map the existing state. Map the future state with the tool. Identify what processes need to change. Work with each team to update their processes and ensure adherence to the new way of working. You're ensuring the operational change sticks, not selling the tool or training people. That's handled by others. Your job is making sure the process actually changes and people follow it.

• Map & Coordinate Process Changes Across Teams. Act as the day-to-day integration point between the innovation team and every function impacted by the tool. You'll work directly with stakeholders on Product, Customer Marketing, GTM, Pricing, and Sales. Your role is to coordinate these groups toward process alignment. You own the rhythm of process definition and alignment — weekly syncs, process documentation, dependency tracking. Surface process change blockers. Escalate appropriately.

• Build Incident & Blocker Playbooks. Before go-live, write incident playbooks: what can break, who's on call, what's the workaround. Post-launch, triage blockers. Is it an adoption/training issue (you fix), a product issue (escalate), or an ops issue (you unblock)? Escalate hard decisions to leadership.

• Own Change Communications & Process Adherence. Manage comms across impacted teams about process changes: what's changing, why, when. Post-launch, monitor how teams are actually following the new processes. Identify where processes aren't being followed and surface blockers. Feed that intelligence back to leadership.

• Capture Learning & Drive Continuous Improvement. What works? What breaks? What new use cases emerge? Capture it, document it, and route it appropriately. Be the feedback mechanism between the teams using the tool and the team building it. Drive continuous improvement based on what you learn on the ground.

Qualifications

You're the Missing Piece of the Puzzle If You Have:

Must Have

• 3+ years of hands-on experience in at least one of the following:

• Process redesign and workflow optimization

• Change management in cross-functional environments

• Go-to-market operations or program/project management

• (Relevant experience from any of these domains is acceptable; what matters is that you've done this work at scale)

Proven ability to influence cross-functional peers without direct authority. You have specific examples of initiatives you've led across organizational boundaries where you had to negotiate alignment and drive change without direct control.

Exceptional written communication skills. You write clear, actionable playbooks, runbooks, and process documentation that other teams can execute without you present. What gets written actually gets done and followed.

Process and systems thinking. You think in workflows and systems. You ask "what needs to change operationally?" and you figure out how to make it stick. Process mapping and change execution are table stakes for you.

Comfort with ambiguity and pragmatism. You know that a good process with a workaround beats waiting for perfect. You iterate based on what you learn. You balance speed with the rigor needed to make process change stick.

Curiosity about how people actually work. You observe workflows, identify where process changes are breaking down, and flag patterns early. You care about why processes aren't being followed, not just that they aren't. You stay close to the ground.

Nice to Have

• Familiarity with Agile/Scrum practices and sprint-based delivery.

• Experience with process mapping and documentation tools.

• Background in incident management or operational runbook development.

• Experience in Sales Operations, GTM, or product launch environments.

Why Come Work With Us

• High-Impact, High-Visibility Work. You will be part of one of the most visible AI initiatives at TELUS, working on a program targeting significant revenue and productivity impact. You're the person who makes sure that impact actually happens by ensuring process changes stick

• Own the Process Change Layer. You own ensuring that when new tools ship, the processes around them actually change and are followed. You're not a training function or an adoption cheerleader; you're an operations leader making sure the future way of working becomes the default

• Coordinate at Scale. You will manage process changes across multiple teams. You'll learn how large organizations work and how to move them on fundamental operational change

• Be Part of Building Something New. We're not just launching tools. We're building a new way of working with AI. You'll help shape how TELUS changes its processes and practices, and those become the foundation for everything that comes next

• Agile & Entrepreneurial Environment. We operate with agile practices and clear decision-making. No process theater. You have the tools and autonomy to do the work

• Flexible Work. We provide the tools and technology needed to work from wherever you're most productive

• Standard TELUS Benefits. Performance bonuses, matched pension, and training budget