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Senior Program Manager


Vancouver, British Columbia, CA Ottawa, ON, CA Toronto, ON, CA Calgary, AB, CA Montreal, Quebec, CA

Req ID:  24185
Jobs by Category:  Operations
Job Function:  Project Management
Status:  Full Time
Schedule:  Regular


Join our Team and what we’ll accomplish together

As part of the Customer Success team in TELUS Business Solutions, you represent the TELUS brand, values, and promise.  The Customer Success team is a highly engaged and high-performance team that has embarked on a journey to delight customers at every moment of truth, focusing on optimizing relationships to drive profitable growth for TELUS Business Solutions (TBS). 

We are relationship-focused and outcome-driven. We are passionate about our mission to connect with customers in a way that will unlock new growth and retention opportunities in Commercial and Public Sector (1000+ employees) accounts.

Our Customer Success journey will require careful planning and strong interlock with all stakeholders across TBS. As a member of the Customer Success Transformation Office, you will be an integral part of driving the transformation while ensuring we stay well connected to the pulse of the business and our customers.

As part of our transformation, we are improving our tools and systems to scale the Customer Success business benefits. Your focus will be on leading the identification, design, planning, and execution of digital transformation initiatives that shift current legacy tools to scalable digital solutions. You will be responsible for the in-depth analysis of system requirements.  In addition, you will act as the liaison between project teams, the organization, and our external vendors, developing process and system documentation to produce a tangible digital transformation plan.

What you'll do


  • Build and inspire a culture of "everyday innovation" within your team
  • Act as the lead for the Customer Success digital transformation programs
  • Document and prioritize user and business requirements
  • Map business and functional requirements
  • Partner with the stakeholders to maximize tools return on investment
  • Assess business unit systems and tools needs and recommend an appropriate solution
  • Proactively identify opportunities in tools and system improvements
  • Manage, design, develop, assess and implement components of complex solutions, using multiple tools and methodologies to meet business objectives
  • Coach and mentor high performing and developing team members
  • Meet with stakeholders and project team pre and post-implementation to gather feedback and apply those learning in an agile fashion
  • Ensure strong interlock between the Customer Success and Premier Sales Organization
  • Provide regular program updates to stakeholders, including executives
  • Develop business cases in support of systems/tools investments
  • Develop the annual license/maintenance expenditures budget
  • Plan, organize and deliver training on systems to existing and new team members as required in collaboration with Customer Success Academy prime
  • Critical Thinking: In our fast-changing business, you will be required to deep dive into a new area, learn its complexities, present your findings and insights to the leadership team and execute on plan - all within tight timelines
  • Roadmap Implementation: From planning to execution, you will be developing frameworks, pilots, and implementation plans to drive key improvement opportunities to fruition as BAU processes 
  • Project management: Managing projects to plan, execute, monitor, and close system implementation projects
  • Stakeholder Management: Establishing a great partnership with Customer Success Directors, Sales partners (PSO), Product and Marketing, and BCX to inform and influence decisions with senior leadership



What you bring


  • 5+ years of experience in Program Management with a focus on strategy development
  • Experience in implementing new systems/tools at TELUS
  • Ability to manage changing priorities/tight deadlines effectively in a very fast-paced environment; ability to navigate ambiguity, overcome confusion, and simplify complex situations
  • Excellent storytelling and presentation abilities with demonstrated ability to take the message upwards and across the team to senior leaders within and across the organization
  • With your exceptional communication skills, you tactfully collaborate with teams across business areas and can influence decisions with more senior-level audiences
  • Great attention to detail and strong organizational skills
  • You have experience with establishing a performance management framework that identifies trends for impact and opportunity while aligning metrics / KPIs to strategies driving desirable outcomes
  • Recognized for your exceptional interpersonal, problem-solving, financial, and negotiation skills
  • Effective use of Google Suites, Microsoft PowerPoint, Excel, and other collaboration tools in everyday use at TELUS

Great to haves


  • Customer Relationship Management or customer-facing experience an asset
  • Knowledge of TELUS Sales process and systems an asset
  • Professional designation in Project Management (PMI, PMP) is an asset
  • Post-secondary degree

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.






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

Days volunteered in our communities.

Team members that work at home or are mobile.

Million customers that TELUS is serving across Canada.


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.