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Manager - Program Office (Proactive Assurance)

Location: 

Vancouver, BC, CA, V6B 0M3 Toronto, ON, CA, M5J 2V5 Edmonton, AB, CA, T6C 3C4 Calgary, AB, CA, T2A 4Y2

Req ID:  45124
Jobs by Category:  Technology Solutions
Job Function:  Product Management & UX/UI Design
Status:  Full Time
Schedule:  Regular

Description

 

Join our team and what we'll accomplish together

The Service Reliability & Technology team drives high reliability and low cost-to-serve in our Home Solutions products by embedding reliability principles into the release process, improving existing products, and optimizing operational support processes. Our goal is to minimize support contacts and repairs, with an emphasis on proactively resolving problems that do occur. Our impact spans national products including internet, television, smart home, home phone, and fixed wireless internet. You will lead the Proactive Assurance team, creating exceptional proactive support experiences leveraging predictive data models, compelling customer notifications and intuitive self-serve experiences.

 

What you’ll do

 

  • Lead and Inspire: Lead a dynamic program team to deliver new proactive campaigns that delight customers and reduce operational costs
  • Strategic Growth Management: Design and execute scalable solutions with measurable ROI, including resource planning, technology investments, and process automation to support our expanding customer base
  • Cross-functional Leadership: Build and maintain strategic partnerships with Data Science, Engineering, and Customer Experience teams to deliver integrated proactive support solutions that improve customer satisfaction.
  • Motivate and Empower: Create a motivating environment where team members feel valued and encouraged to to stay ahead in the fast-changing technology and industry landscape
  • Strategic Problem Resolution: Lead root cause analysis and implementation of systematic solutions for complex technical and operational challenges, resulting in measurable improvements in service reliability.
  • Prioritize for Impact: Prioritize the team’s work in alignment with our support strategy and to maximize measurable business outcomes
  • Data-driven Value Assessment: Enhance comprehensive metrics framework to quantify both direct and indirect impacts of proactive support initiatives

 

 

Qualifications

 

What you bring
 

  • Program Scaling Expertise: 5+ years of scaling technical programs, with experience managing projects impacting millions of customers
  • Business Development: Proven experience in developing new strategies and identifying business opportunities that result in efficiencies and positive financial outcomes.
  • Team Leadership: 3+ years of experience in guiding and influencing people. Excellent communicator with a track record of building strong relationships, driving a culture of high engagement, and delivering outstanding program results.
  • Business & Financial Acumen: Strong ability to own the overall strategy around people, processes, and technology
  • Educational Background: Bachelor’s degree in Engineering, Data Science, Computer Science, Business, Finance or related fields

 

Great-to-Haves
 

  • Proven Track Record: Over 10 years of demonstrated success in strategy, consulting or product roles, with a focus on driving innovation and business growth in technology-centric industries
  • Advanced Education: Master’s degree in Business, Engineering or related fields
  • Cloud Computing Expertise: Practical understanding of cloud computing environments and the associated analytics opportunities and challenges
  • Industry Insight: Strong knowledge of industry pressures and trends within the telecommunications sector

 

 
Salary Range:  $95,000-$143,000
Performance Bonus or Sales Incentive Plan:  20%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits 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, based on the role's requirements
  • 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 …

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.

 

 

 

 

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

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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