Director-Customer Solutions Delivery - Greater Toronto Area 47492
Director-Customer Solutions Delivery - Greater Toronto Area 47492
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Job Description
Our team and what well accomplish together
At TELUS our Customer Solutions Delivery (CSD) team is dedicated to creating a connected world where our customers thrive. With a nationwide presence we install maintain and support TV Internet Home Phone and SmartHome and Custom Home Security services leveraging our cuttingedge PureFibre Wireless and Copper networks to drive growth and innovation.
As the face of TELUS our technicians provide exceptional service and personalized recommendations ensuring customers get the most out of our evolving products. As a senior leader within CSD the Director will oversee regional field operations with a $2540 Million annual budget leading teams that enhance service delivery strengthen TELUSs community presence and drive business success
What youll do
Community Engagement & Advocacy
- Support localized of our national go to market plans while representing TELUS in communities across Canada
- Participate in community boards activities and events to strengthen TELUSs presence and advocate for customer needs
Leadership & Team Development
- Lead coach and develop a team of Community & Service Excellence Managers and Technicians fostering a highperformance safetyfirst culture
- Build a strong talent pipeline ensuring diversity and inclusion reflect the communities we serve
- Drive a culture of accountability and continuous performance management ensuring teams meet operational and service excellence goals
Strategic Growth & Competitive Positioning
- Drive market share growth for Custom Home security developing strategies to outperform competitors
- Represent TELUS Field Operations nationally enhancing brand recognition and positioning TELUS for longterm success
- Partner with marketing teams to create and execute master community plans that leverage TELUS market leadership to drive adoption and penetration
Operational & Business Performance
- Oversee national profit and loss (P&L) ensuring financial targets performance KPIs and customer satisfaction metrics are met
- Manage critical outages and service disruptions leading response efforts to restore service quickly while communicating with key stakeholders
- Partner with the National Resource Strategy team to maximize workforce availability and productivity ensuring the best possible customer experience
Travel Requirement: The successful candidate will dedicate approximately 20 of their time to travel encompassing both regional and national commitments. This strategic leadership position requires regular travel to oversee operations engage with key stakeholders and represent TELUS across various locations throughout Canada. The ability to travel flexibly and maintain a strong regional presence while participating in national initiatives is essential for success in this role.
What you bring
Leadership & Experience
- Degree in Management Business or a related Technology field (Masters or MBA preferred)
- 10 years of leadership experience in customer service sales or service delivery with a proven ability to build and lead highperforming matrix teams
- Experience leading geographically dispersed teams while fostering a culture of safety innovation collaboration and accountability
- Track record of managing multimilliondollar budgets with direct P&L accountability and a focus on driving financial and operational performance
Strategic & Business Acumen
- Deep business and financial expertise including operational leadership budget management and performance optimization
- Enterpriselevel strategic thinking with the ability to address complex business challenges negotiate solutions and drive organizational chang
- Strong problemsolving skills with a proactive resultsdriven approach to identifying opportunities and overcoming competitive challenges
- Demonstrated ability to implement enterprisewide initiatives and lead transformational change while maintaining agility in a fastmoving environment
CustomerCentric & ResultsDriven Approach
- Customerfirst mindset ensuring that every decision and action is rooted in delivering exceptional experiences and value.
- Skilled at simplifying complex concepts and translating them into clear compelling narratives for customers employees and stakeholders.
- Ability to anticipate future needs and market trends strategically positioning TELUS for longterm success while driving immediate business impact.
Communication Influence & Relationship Management
- Advanced communication skills (verbal written and storytelling) with expertise in public speaking media relations and executivelevel facilitation
- Strong consultative and interpersonal skills building trusted relationships across all levelsfrom frontline teams to executive leadership government agencies and community partners
- Proven ability to negotiate influence and collaborate across diverse stakeholders to align business objectives and community priorities
Adaptability & Visionary Leadership
- Thrives in dynamic rapidly evolving environments balancing strategic longterm vision with tactical
- Highly resilient with the ability to navigate ambiguity solve unforeseen challenges and keep teams aligned through uncertain or highpressure situations
- Passion for coaching mentoring and fostering talent to ensure strong leadership succession and a highperformance culture
What YOU get:
- A highprofile leadership role that connects TELUS with communities shaping the future of customer experience and business success
- Direct ownership of a multimilliondollar portfolio influencing financial operational and communitydriven outcomes
- A career path with impactopportunities to develop innovate and lead transformation at TELUS
- Plus the usual TELUS perks: competitive salary profit sharing stock options career development programs a flexible benefits plan pension and more!
Required Experience:
Director
Employment Type
Full-Time
