Senior Program Manager - Customer Solutions Delivery (Virtual Position)
Senior Program Manager - Customer Solutions Delivery (Virtual Position)
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Job Description
Description
Do you want to be part of a team that is focused on leveraging technology process and change management to improve our customer experience.
We are searching for a team member who operates with confidence who will apply their extensive knowledge to effectively and efficiently steer large cross-functional programs. We are seeking an inspiring and forward-thinking person who can motivate teams and continually improve how we manage programs to deliver best-in-class results for our teams our customers and our business.
Join our team and what well accomplish together
In this pivotal role you will work closely with cross-functional teams and senior executives at TELUS to ensure seamless operations and program effectiveness to help transform our enablement strategies allowing our business and our customers to thrive. As a program manager of this role at TELUS you will lead large programs and indirectly oversee cross-functional resources to ensure the successful delivery of large complex projects that are transforming our business.
Our goal is to drive improvements in customer and employee experience across TELUS Customer Solutions Delivery and the only way we can do that is to continually add the best people to our already great team.
What youll do:
As a Senior Program Manager you will be part of a high-profile portfolio and report to the Manager Program Office:
- Strategy development and execution of strategic complex enablement programs to transform our businesses within our communities through a cloud-based digital first approach while leveraging A.I. focused on improving our delivery teams and customer experience
- Hands-on program role requiring strong leadership and people skills
- Coordinate activities priorities and timelines across a range of projects ensuring interlock across multiple teams
- Establish an ongoing method of reporting and sharing of program details effectively with Senior Executives and Operational team stakeholders
- Drive governance risk management plans and mitigation strategies to ensure all stakeholders are informed
- Proactively engage internal teams external parties and vendors to resolve issues
- Develop effective presentations reporting and tracking of all program activities from working-level to executive audiences
- Coach and consult on financial forecast actuals and benefits realization
- Quickly develop relationships across the organization while contributing to a fun collaborative and trusting work environment
Qualifications
What you bring
- Easily communicate to different audiences in the language that they understand by leveraging your technical ability coupled with excellent communication skills
5-7 years of experience in program management delivering multiple complex initiatives simultaneously from creation to implementation. TELUS experience is a distinct asset - Presentation to Senior leaders with clear and concise messaging
- Strong problem-solving skills to clear roadblocks and resolve issues
- Demonstrate a can-do attitude that fosters a positive productive working environment especially in pressured situations
- Program management and process improvement methodology
- Experience working with service delivery teams call centre agents project teams technology teams and other collaborative functional areas
- Embrace agile thinking and ways of working to be flexible and adaptable
- Understanding of emerging technologies and industry trends including A.I. and RPA
- Program and/or Project Management certification considered an asset
- Lean six sigma process improvement certification considered an asset (Green Belt or above)
- You have deep insight of the fundamentals of taking a problem conducting analysis building recommendations and executing on those recommendations
- Grit drive for success and a commitment to delivering promised outcomes
- Business Engineering or Computer Science degree considered an asset
Join us in shaping the future of customer experience at TELUS. Lets be Unbeatable together!
Required Experience:
Manager
Employment Type
Full-Time
