WORK LOCATION: Hybrid, Los Angeles / San Jose, CA

WORK SCHEDULE: Availability of 40 hours/week, business hours, flexibility requiered

TRAVEL: Flexibility required

JOB STATUS: Full time, Regular 

Compensation: $100,000 -$120,000

Position Summary 

TELUS International is looking for a Program Manager to join our AI team! 

As a Program Manager in TELUS International, you will be responsible for the day-to-day management of one or more complex AI programs. This position will function as a strategic, client-facing, results-driven and innovative operations leader. Along with the Senior Leadership team, you will engage with customers on a senior level and ensure satisfaction with the implementation of continual process improvement, tracking and monitoring the performance of the projects and all team members.

Primary Responsibilities 

• Consistently drive excellent Customer experience and service. Personally engage with customers as a senior operational leader: understand customer business issues and lead the teams to execute defined solutions across all service offerings

• Work with operations leadership to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery

• Track and monitor the team performance and external suppliers to achieve high levels of customer satisfaction, quality, and profitability

• Help support as a key interface with clients at the last stage of the sales cycle, provide thought leadership as solutions are being crafted, and drive transition and onboarding of new clients as appropriate

• Act as the primary communication link and escalation path across the customer program

• Provide executive updates and overview on the overall health of the account to Operations leaders and Global Client

• People management, leading from 5 to 10 direct reports (Project Managers and Project Coordinators)

• Manage global workflow with global teams, including financial processes, technical solutions, and headcount planning

• Establish and monitor KPIs and QBR processes internally and with customers

• Provide guidance and performance coaching to the local and global operations team for this account

• Provide timely and accurate forecasts of our expected revenue with appropriate highlighting of risk(s)

• Cross collaborate with local and global teams

• Provide career development for direct reports

• Collaborate with internal teams to initiate and implement procedural changes and customized workflows

• Optimization through automation – provide innovative solutions to improve processes

Requirements 

• Minimum 5 years of experience in project management or program management, ideally in Machine Learning or a similar environment/domain

• Experience leading data collection projects (must)

• Strong leadership skills with a focus on influencing decision making by using data points

• Experience working in a corporate environment with professional work ethics, preferably in a service company

• Knowledge of key sales processes and tools

• Passionate about our customers, our technology and our people

• Strong project management and negotiation skills while working within established business priorities and constraints

• Strong analytical/problem-solving skills; demonstrated success in driving complex strategies and projects

• Outstanding organizational skills and agility

• Adaptability, flexibility and the ability to deal with ambiguity and jugle multiple assignments and deadlines associated with working in a fast-paced and changing environment

• Strong communication skills (verbal and written)

• Proven experience in effecting change, driving institutional change through effective cross-group collaboration and group evangelization

• Demonstrate creative and innovative capabilities

• A consistent, "can do" attitude, and the ability to act quickly to rally organizations around a common vision

• Technical proficiency in Google Suite products, using G-sheets for data analysis and reporting. (Creating dashboards, Pivot tables, and others) 

• Fluency in English is a must

• Innovative approach

• Ability to optimize tasks and processes

• Proactivity and motivated self-starter

Preferred Experience, Skills & Competencies: 

• Experience in research or data collection projects involving text, speech, image or video, is highly preferred.

• PMP Certification   

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.

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.