Position Overview

As a Senior Strategy & Operations Manager, Global Operations Strategy, you will be a senior individual contributor responsible for shaping and driving TELUS Digital’s operational transformation agenda. This role requires full ownership of initiatives that improve First Contact Resolution (FCR), reduce Repeat Calls, and deliver measurable improvements in customer experience and business performance.

You will be expected to operate with autonomy, influencing leaders across functions and geographies, while ensuring execution with minimal guidance. Success in this role means taking complex challenges, building clear strategies, and converting them into tangible, measurable outcomes.

Key Responsibilities

·       End-to-end accountability for FCR and Repeat Call performance across TELUS Digital Global Operations.

·       Independently design, lead, and execute strategic initiatives, from identifying root causes to delivering measurable improvements.

·       Develop and present business cases that connect operational performance to financial outcomes and customer experience impact.

·       Influence and align cross-functional stakeholders in operations, product, marketing, and customer experience to ensure solutions are executed effectively.

·       Champion AI and advanced analytics use cases, ensuring business requirements are well-defined and outputs are adopted at scale.

·       Create executive-ready dashboards and reporting frameworks that highlight actionable trends and guide leadership decisions.

·       Proactively anticipate risks and drive corrective actions, ensuring operational resilience and continuity.

·       Lead and facilitate operational forums and interlocks, keeping global stakeholders aligned and accountable.

·       Serve as a subject matter authority on FCR, Repeat Calls, and their relationship to other KPIs such as churn, customer satisfaction, and cost efficiency.

Core Competencies

·       Ability to influence and engage stakeholders at senior levels across functions and geographies.

·       Proven record of owning initiatives from strategy through execution with minimal oversight.

·       Advanced analytical and problem-solving skills, with a strong ability to translate insights into enterprise-level actions.

·       Strong business acumen and execution mindset, balancing speed with impact.

·       Exceptional communication and executive storytelling skills, able to simplify complexity and drive alignment.

·       Comfortable working in fast-paced, ambiguous environments with competing priorities.

Qualifications

·       5+ years of experience in strategy, operations, management consulting, or business performance improvement.

·       Bachelor’s degree in Business, Analytics, Operations, or related discipline; Master’s degree preferred.

·       Demonstrated success leading cross-functional strategic initiatives with measurable outcomes.

·       Advanced proficiency in data visualization and reporting tools (e.g., Tableau, Looker).

·       Process improvement certifications (Lean Six Sigma, Agile, etc.) strongly preferred.

·       Proficient oral and written English

Why TELUS Digital?

·       We passionately put our customers and communities first

·       We embrace change and innovate courageously

·       We grow together through spirited teamwork