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Vice President, Customer Service Delivery (CSD) Operations

Location: 

Vancouver, BC, CA Edmonton, AB, CA Calgary, AB, CA

Req ID:  51911
Jobs by Category:  Operations
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Our team and what we’ll accomplish together

 

The Vice President, Customer Service Delivery (CSD) Operations is accountable for leading the end-to-end execution, efficiency, and excellence of TELUS’ field and partner operations across Western Canada. This role advances our core CSD mandate by enabling best-in-class installation, repair, and in-home service experiences, while driving productivity, revenue growth, and customer loyalty.

 

As TELUS evolves to meet customer expectations in an increasingly digital and converged landscape, this leader will champion modernization of our field operations, embed sales excellence across the technician experience, and ensure our in-home service model creates meaningful value for customers. The CSD Operations portfolio plays a critical role in delivering on our Customers First commitment - ensuring every home visit and service interaction builds trust, loyalty, and measurable growth.

 

What you will do

 

Community and Customer Experience Leadership

  • Build deep understanding of regional community performance drivers, aligning teams to local needs and competitive realities.
  • Represent TELUS in priority markets, fostering relationships that enhance TELUS’ reputation as a trusted, community-first provider.
  • Partner with Customer Service Excellence and Brand teams to ensure in-home experiences reflect TELUS’ commitment to simplicity, reliability, and care.


Operational and Sales Performance Leadership

  • Lead field and partner delivery performance across BC and AB, ensuring first-visit resolution, operational excellence, and customer satisfaction outcomes.
  • Build a high-performing, sales-enabled field culture where every interaction drives both customer value and revenue growth.
  • Develop and execute in-home attach and upsell programs across Internet, TV, Security, and Connected Home services, ensuring technicians are equipped and motivated to deliver against revenue goals.
  • Partner with Marketing, Channel, and Product teams to align local offers, promotions, and neighbourhood activation priorities.


Workforce Enablement and Partner Management

  • Strengthen Home Team and partner enablement, equipping leaders and technicians with the tools, playbooks, and insights to sell through service.
  • Evolve governance across partner delivery vehicles, driving shared accountability for sales conversion, quality, and efficiency.
  • Collaborate with People & Culture and Learning to ensure sales capability development, recognition, and incentive structures reinforce desired frontline behaviours.


Financial and Operational Stewardship

  • Lead the regional shadow P&L with a focus on optimizing unit cost, driving productivity, and increasing revenue per home visit.
  • Utilize data and analytics to forecast demand, manage workforce efficiency, and measure attach and upsell performance.
  • Drive continuous improvement through digitization, automation, and performance scorecards that link customer, cost, and sales outcomes.

Qualifications

 

What you bring

  • Proven track record driving performance improvement through analytics, workforce optimization, and customer-focused sales strategies.
  • Senior operational leadership experience in field services, telecommunications, cable, or utilities, with strong sales enablement and P&L accountability.
  • Demonstrated ability to balance sales growth with exceptional customer service outcomes, driving improvements in satisfaction, retention, and loyalty metrics.
  • Experience leading distributed teams and partner networks with both cost and revenue accountability.
  • Strong stakeholder management skills and ability to collaborate cross-functionally to deliver unified outcomes.

 

Leadership Attributes

  • Deeply customer-focused, motivated by helping customers discover value in every interaction.
  • Builder of high-accountability, sales- and service-driven cultures that celebrate excellence in both customer outcomes and growth.
  • Strategic and data-driven - able to balance revenue ambition with operational discipline and customer care.
  • Inspirational communicator who empowers and mobilizes large frontline teams — coaches leaders to develop talent, celebrate success, and drive performance at scale.
  • Collaborative and enterprise-minded, with strong commercial acumen and an instinct for connecting customer experience to business impact.

 
Salary Range: 
Performance Bonus or Sales Incentive Plan: 

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, 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 …

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.

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