Description

##Position Overview

As a Senior AI Program Manager, Global Operations, you will lead the design, deployment, and scaling of AI and automation initiatives within TELUS Digital’s call centre ecosystem.
This role combines three capabilities:

• AI program ownership

• Advanced analytics proficiency

• Operational execution discipline

You will independently identify opportunities through data, define AI-driven solutions, lead cross-functional execution, and ensure measurable impact on FCR, repeat calls, cost-to-serve, and customer satisfaction.
Success in this role means AI programs move from concept to production at scale, delivering quantifiable operational and financial outcomes.

##Key Responsibilities

###AI Program Ownership

• Lead end-to-end AI initiatives from problem definition to pilot to scaled rollout.
• Translate operational pain points into structured AI use cases.
• Define program scope, milestones, KPIs, and ROI expectations.
• Ensure AI solutions are embedded into frontline workflows and adopted at scale.

###Advanced Analytics & Insight Development

• Independently pull and analyze operational data using Looker, Tableau, or equivalent tools.
• Identify repeat call drivers, FCR gaps, cost inefficiencies, and behavioral patterns.
• Develop analytical models and dashboards to guide prioritization and decision-making.
• Connect AI program impact to measurable performance improvements.

###Cross-Functional Execution

• Partner with operations, data science, product, policy, technology, and vendor teams.
• Clarify business requirements for AI solutions.
• Remove blockers proactively and drive timeline adherence.
• Manage ambiguity without requiring constant direction.

###Governance & Executive Reporting

• Provide executive-ready updates translating technical outputs into business value.
• Track impact against financial and operational targets.
• Anticipate risks and implement mitigation strategies.

##Core Competencies

• Proven experience leading AI, automation, or advanced analytics programs in operational environments.
• Strong hands-on proficiency in Looker, Tableau, or similar data tools.
• Ability to move from data diagnosis to AI solution design to operational deployment.
• Strong program management discipline with bias toward execution.
• Comfortable operating independently in fast-paced environments.
• Strong executive communication skills.

##Qualifications

• 5+ years in program management, analytics, operations transformation, or related fields.

• Experience deploying AI or advanced analytics solutions in customer operations is strongly preferred.

• Demonstrated impact on KPIs such as FCR, repeat calls, or cost efficiency.

• Strong analytical and visualization skills.

• Lean, Agile, or equivalent certifications an asset.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.