About TELUS Digital

TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusdigital.com

Position Overview

Reporting to the Vice President of Operations , you will be responsible for the planning, development, implementation and measurement of all AI operations. You will have senior management experience in the Outsourcing Industry and have a thorough understanding of AI  operations in a multinational environment  that has operations globally. 

Responsibilities:

• Ensures the profitability of multiple programs/accounts / LOB's or practice areas / vertical by ensuring the attainment of client-specified and contractual service levels, metrics / KPI's, targets and business objectives.  Has full P&L responsibility for all programs/accounts / LOB's or practice areas/verticals managed and supported.

• Maintains cordial and effective working relations with external clients and serves as the primary interface and escalation point of clients.  Translates client requirements into action plans.  Establishes open and honest communication regarding all aspects of the accounts' / programs' / LOB's performance.  Anticipates the needs of the clients proactively and acts on such requirements before they arise.

• Monitors account / program / LOB performance as contributed by individual and team efforts to ensure that profitability and efficiency are maintained and improved. 

• Conducts interval business reviews, ensuring that contract metrics and service level and KPI agreements are met.  Ensures that individual and global metrics are consistently improving for the account / program / LOB

• Identify opportunities for process improvement, cost reduction, and increased operational efficiency. Implement best practices and drive continuous improvement initiatives.

• Seeks and coordinates for the assistance of internal support functions (i.e. HR, WorkForce, Learning Services, Customer Experience, I.T., Facilities, etc...) for client requirements as needed and appropriate to ensure profitability and drive for continuous improvement in performance. 

• Participates in the budgeting process and adheres to the established budget for the accounts/programs / LOB's.  Manages costs and expenditures efficiently and wisely within budgeted guidelines.  Actively monitors expenses incurred.

• Maintains a high level of morale and productivity within the LOB's / accounts/programs.  Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies.  Provides direction, mentoring, coaching, and counselling to direct reports and to the rest of the team as necessary and appropriate. 

• Oversee resource allocation, including staffing, training, and workload distribution, to ensure optimal utilisation and alignment with client demands.

• Manage vendor relationships, negotiations, and performance evaluations to ensure timely and quality service delivery from external partners.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field; Master's degree preferred

• 10+ years progressive experience in Operations roles.

• BPO Ops director for 2+ years, managing 1000+ BPO team

• Experience using Performance and Productivity Metrics (metrics, KPIs) and Reporting Strategy and systems.

• Excellent project management and organisational skills; proven ability to manage multi-project complexity.

• Experience of start-up business in a geographical market to enable the company to grow a distinct advantage.

• Excellent Team Management and Development Strategies

• Outstanding communications (oral, written, and presentation in English) skills.

• Interpersonal skills to operate effectively in a one-on-one setting or a team-based setting.

• Detail-oriented and comfortable with a fast-paced, high pressure environment.

• Analytical thinker with excellent quantitative and superior problem-solving skills.

• Team player with strong interpersonal skills and the ability to articulate ideas clearly in oral and written communication.

• Ability to work under pressure

• Proven ability to take on full accountability of P&L and ROI analysis.

Competencies

• Work quickly and efficiently

• Result oriented

• Be resilient, open to feedback and suggestions

• Competitive

• Adaptable

• Flexible

• Positivity

Location: US - Remote

Pay:

The base compensation range for this position is $145,000 - 200,000 USD Annually commensurate with experience. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and applicable laws.

Telus Digital Values: 

TELUS International 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 change and innovate courageously

• We grow together through spirited teamwork 

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