Basic Information
Ref Number
Last day to apply
Primary Location
Państwo
Job Type
Work Style
Description and Requirements
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:
Are you a seasoned process improvement leader with a passion for delivering exceptional customer experiences and driving operational excellence? We’re seeking a highly experienced Senior Program Manager with deep expertise in program management and process optimization to spearhead initiatives focused on reducing customer escalations and eliminating root causes of friction across the customer journey.
In this pivotal individual contributor role, you will lead strategic, cross-functional efforts to redesign and streamline processes, enhancing upstream operations to minimize pain points for both customers and call center agents. Your work will directly impact customer satisfaction, agent efficiency, and overall business performance, with a strong focus on rapid execution and the delivery of tangible, measurable improvements.
Key Responsibilities:
Analyze escalation trends and customer feedback to identify recurring issues and pain points
Collaborate with senior leaders and cross-functional teams including Customer Support, Product Management, Operations, and Quality Assurance to design and implement robust process improvements and preventative solutions.
Design and lead targeted initiatives that deliver fast, visible results, reducing the volume and severity of escalations while increasing efficiency
Track, measure, and report on the impact of implemented changes on escalation rates and customer/agent satisfaction
Facilitate root cause analysis sessions and problem-solving workshops leveraging methodologies such as 5 Whys, Fishbone Diagrams, and Failure Mode Effects Analysis (FMEA) to resolve complex operational challenges
Advocate for front-end fixes to prevent issues before they impact customers or agents Communicate clearly with stakeholders about progress, risks, and results of improvement programs
Support and present at governance and cross-functional change management forums
Promote a culture of urgency, ownership and accountability to ensure improvements are not only designed but executed swiftly and effectively
Mentor and guide junior colleagues and teams on best practices in process excellence and escalation management
Qualifications:
3+ years of proven experience in program management and process improvement within customer-facing or operationally complex environments, ideally in telecommunications, technology, or related industries
Strong analytical skills with the ability to translate quantitative and qualitative data into actionable business recommendations
Excellent problem-solving skills and experience with root cause analysis methodologies (e.g., 5 Whys, Fishbone diagrams)
Proven track record of independently leading high-impact, cross-functional projects without direct reporting lines, demonstrating influence and collaboration skills.
Demonstrated success in driving high-velocity execution and delivering real world results in compressed timeframes
Exceptional communication skills, adept at tailoring messaging for diverse audiences—from frontline teams to senior executives.
Familiarity with order management and processing tools, and escalation management processes is a plus
Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities with agility and focus
Why Join Us?
Be a critical force in enhancing customer and agent experiences on a large scale.
Work alongside passionate, high-performing teams dedicated to innovation and excellence.
Access to ongoing professional development and leadership growth opportunities.
Competitive compensation and comprehensive benefits package.
Location: Canada Remote
Pay: The base compensation range for this position is commensurate with experience. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and applicable laws.
TELUS Values:
TELUS Digital 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 Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Additional Job Description
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EEO Statement