WORK LOCATION: Remote, USA

Position Description:

We are seeking a dynamic Crowd Engagement Manager to lead our efforts in optimizing the experience and performance of our vast network of expert contributors. At our company, we believe that exceptional AI systems require exceptional human expertise. Our platform connects a diverse array of subject matter experts - from coders to biologists, mathematicians to poets - who provide crucial training data for our Large Language Models (LLMs). As the Crowd Engagement Manager, you will be the driving force behind creating and maintaining a world-class experience for these contributors, ensuring their satisfaction, productivity, and continued engagement with our platform.

Main Responsibilities:

• Strategic Planning and Execution:

• Develop and implement comprehensive crowd engagement strategies across various specialized projects

• Design and drive end-to-end processes to enhance contributor experience and productivity

• Monitor and analyze crowd performance metrics, providing actionable insights to improve engagement and quality

• Communication and Content Management:

• Oversee the creation and distribution of all communications to contributors

• Ensure consistent messaging and tone across all contributor touchpoints

• Develop content guidelines and templates for various communication channels

• Cross-functional Collaboration:

• Partner with product teams to shape UX/UI copy and contributor communications strategy

• Collaborate with engineering, growth, support, legal, trust and safety, and pay teams to optimize the contributor experience

• Work closely with project managers to align crowd capabilities with project requirements

• Quality Assurance and Performance Management:

• Liaise with the quality team to share crowd questions on guidelines and/or insights gathered from crowd questions around guidelines or other project topics that may impact quality.

• Manage escalations and resolve complex issues affecting crowd performance

• Support quality team upskilling initiatives through crowd engagement support.

• Platform and Process Optimization:

• Liaise with the operations team to share platform insights gathered from contributor interactions.

• Identify and implement communications to facilitate operational readiness from the contributor perspective.

• Stay updated on industry trends and best practices in crowd management and engagement

Requirements:

• Bachelor's degree in Business Administration, Communications, or related field or related work experience

• 3+ years of experience in community management, project management, or related field

• Proven track record of managing large-scale crowd operations or community engagement initiatives

• Excellent written and verbal communication skills, with the ability to craft clear, concise, and tone-appropriate content

• Strong analytical skills with experience in data-driven decision making

• Demonstrated ability to translate complex concepts into simple, accessible language

• Strong understanding of user experience principles and best practices

Preferred Qualifications:

• Experience in AI/ML industry or content moderation

• Knowledge of different subject matter domains (e.g., coding, biology, mathematics)

• Multi-lingual capabilities

• Advanced degree in a relevant field

• Experience with performance metrics and quality assurance processes in a crowd-based environment

• Strong empathy and understanding of contributor needs and motivations

• Ability to thrive in a fast-paced, evolving environment

• Innovative problem-solving skills and strategic thinking abilities

• Proficiency in project management tools and methodologies

• Familiarity with legal and ethical considerations in crowd management

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.  

Equal Opportunity Employer:

At TELUS International, 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 applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.

TELUS Digital will never ask for any monetary deposit, credit card information, or bank account information to complete a job application. When emailing candidates, our recruitment and sourcing teams only use email addresses that end with telusdigital.com or telusdigital.ai. If you are unsure whether a job offer is legitimate or suspect that TELUS Digital’s business name is being used for recruitment fraud, please report this immediately to our Talent Acquisition Team at TINA_TalentAcquisition@telusdigital.com