About the role
Job Profile: Strategy Enablement Manager - Senior
Location: Canada (Remote)
Job Level: Individual Contributor
Our Team
We’re the Customer Experience Differentiation team, an agile and entrepreneurial team who’s on a transformative journey to build best-in-class digital-by-design customer experience operations for TELUS’ customers. We sit within the Customer Experience Program Management Office (CX PMO) which is part of the Global Operations, Programs, and Transformation group supporting the TELUS account. We’re curious, innovative, and we love having fun while solving challenges! If that sounds exciting, you might be the perfect addition to our team!
What you’ll do and what we’ll accomplish together
We’re seeking a seasoned program & strategy manager to support the exciting work we’re doing to transform the messaging channel customer experience for TELUS. You will spearhead the delivery of our messaging program composed of multiple cross-functional initiatives by acting as a critical liaison across all delivery teams and managing your own high-impact projects. You will use your leadership and program management expertise to rally stakeholders and ensure we deliver our roadmap scope, timeline, and budget. You will also flex your strategy skills to develop and manage your own initiatives and consult on others. This is a senior-level individual contributor role that will report to the Manager of Customer Experience Strategy.
Here’s how
- Own the consolidated program plan, interlocking with workstream project managers on scope, timeline, and budget.
- Develop and maintain the program & product roadmap in collaboration with cross-functional engineering and operations teams across TELUS Digital and TELUS.
- Define the strategy and act as project manager in the execution of selected high-impact or high-complexity initiatives.
- Monitor all program workstreams and actively support the project managers and teams in removing roadblocks and escalating in a timely manner when required.
- Plan and manage the overall program budget, ensure timely billing from all teams, and provide regular updates.
- Create data-driven business cases and report on program benefits.
- Establish and maintain efficient program governance and executive-level communication enabling swift decision-making and adaptation.
- Nurture strong collaborative relationships with the project teams to proactively identify, raise, and mitigate risk, blockers, and issues.
- Coach and mentor junior strategy & project managers.
What you bring
- Demonstrated extensive (5+ years) program management experience with large-scale programs where priorities, scope, and timeline can change frequently, preferably within the telecommunications or technology industries.
- Demonstrated experience (5+ years) in strategy, product management, or customer experience with a focus on both planning & execution.
- Proven leadership skills to independently and without direct authority drive collaboration across large and highly matrixed organizations with an ability to initiate, develop, and maintain effective relationships.
- Superior strategic thinking skills with the ability to turn customer and business data into insights and develop innovative strategies.
- Developed analytical mindset with ability to frame a problem, formulate hypothesis, realize analysis, and develop recommendations, combined with proficiency in understanding & manipulating data to provide supporting evidence.
- High comfort level in managing & prioritizing multiple initiatives simultaneously and calmly navigate ambiguity and high-pressure situations.
- Agility to frequently switch between strategic-level and hands-on work.
- Ability to gain buy-in from all levels of a large organization including senior leadership by leveraging your strong storytelling, presentation, and negotiation skills.
Great-to-haves
- Certification in project management and/or change management (e.g. PMP, Six Sigma, Agile PMI-ACP, AgilePM, CSM, Prosci, CCMP).
- Familiarity with the Canadian telecommunications, entertainment and technology market.
About TELUS Digital
TELUS Digital (formerly TELUS International) designs, builds and delivers innovative solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high growth industry verticals, including tech and games, communications and media, ecommerce and fintech, healthcare, and travel and hospitality.
About the role
Job Profile: Strategy Enablement Manager - Senior
Location: Canada (Remote)
Job Level: Individual Contributor
Our Team
We’re the Customer Experience Differentiation team, an agile and entrepreneurial team who’s on a transformative journey to build best-in-class digital-by-design customer experience operations for TELUS’ customers. We sit within the Customer Experience Program Management Office (CX PMO) which is part of the Global Operations, Programs, and Transformation group supporting the TELUS account. We’re curious, innovative, and we love having fun while solving challenges! If that sounds exciting, you might be the perfect addition to our team!
What you’ll do and what we’ll accomplish together
We’re seeking a seasoned program & strategy manager to support the exciting work we’re doing to transform the messaging channel customer experience for TELUS. You will spearhead the delivery of our messaging program composed of multiple cross-functional initiatives by acting as a critical liaison across all delivery teams and managing your own high-impact projects. You will use your leadership and program management expertise to rally stakeholders and ensure we deliver our roadmap scope, timeline, and budget. You will also flex your strategy skills to develop and manage your own initiatives and consult on others. This is a senior-level individual contributor role that will report to the Manager of Customer Experience Strategy.
Here’s how
- Own the consolidated program plan, interlocking with workstream project managers on scope, timeline, and budget.
- Develop and maintain the program & product roadmap in collaboration with cross-functional engineering and operations teams across TELUS Digital and TELUS.
- Define the strategy and act as project manager in the execution of selected high-impact or high-complexity initiatives.
- Monitor all program workstreams and actively support the project managers and teams in removing roadblocks and escalating in a timely manner when required.
- Plan and manage the overall program budget, ensure timely billing from all teams, and provide regular updates.
- Create data-driven business cases and report on program benefits.
- Establish and maintain efficient program governance and executive-level communication enabling swift decision-making and adaptation.
- Nurture strong collaborative relationships with the project teams to proactively identify, raise, and mitigate risk, blockers, and issues.
- Coach and mentor junior strategy & project managers.
What you bring
- Demonstrated extensive (5+ years) program management experience with large-scale programs where priorities, scope, and timeline can change frequently, preferably within the telecommunications or technology industries.
- Demonstrated experience (5+ years) in strategy, product management, or customer experience with a focus on both planning & execution.
- Proven leadership skills to independently and without direct authority drive collaboration across large and highly matrixed organizations with an ability to initiate, develop, and maintain effective relationships.
- Superior strategic thinking skills with the ability to turn customer and business data into insights and develop innovative strategies.
- Developed analytical mindset with ability to frame a problem, formulate hypothesis, realize analysis, and develop recommendations, combined with proficiency in understanding & manipulating data to provide supporting evidence.
- High comfort level in managing & prioritizing multiple initiatives simultaneously and calmly navigate ambiguity and high-pressure situations.
- Agility to frequently switch between strategic-level and hands-on work.
- Ability to gain buy-in from all levels of a large organization including senior leadership by leveraging your strong storytelling, presentation, and negotiation skills.
Great-to-haves
- Certification in project management and/or change management (e.g. PMP, Six Sigma, Agile PMI-ACP, AgilePM, CSM, Prosci, CCMP).
- Familiarity with the Canadian telecommunications, entertainment and technology market.
About TELUS Digital
TELUS Digital (formerly TELUS International) designs, builds and delivers innovative solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high growth industry verticals, including tech and games, communications and media, ecommerce and fintech, healthcare, and travel and hospitality.