Job Description

DescriptionJoin our dynamic PACE team within the Customer Service Excellence organization to spearhead the transformation of our dispatching operations nationwide. Your role will focus on developing a unified framework for dispatch operations, transitioning from regional segregation to a cohesive, Canada-wide approach. Through process improvement and automation, you will drive efficiency by optimizing resource planning for routing TELUS PureFibre technology to our diverse customer base.Customer Solutions Delivery Spotlight:Working closely with our colleagues across TELUS, the Customer Solutions Delivery & Enablement (CSD&E) team\'s mission is to create a connected world where our customers live and thrive. We are accountable for installing, maintaining and supporting TV, Internet, Home Phone and SmartHome Security services while driving future growth for TELUS leveraging our PureFibre, Wireless and Copper Based Networks. We are dedicated to ensuring that we always put our customers first. As the face of TELUS in our communities and trusted advisors in the home, our technicians provide unparalleled experiences and personalized recommendations to help our customers receive the full benefits of our ever-evolving suite of products and services. With team members and partners across Canada, the CSD&E team is working in our communities to ensure a full portfolio of communication and entertainment services for the benefit of our business and customers.What You\'ll Do:

• Drive actionable insights from key metrics and business performance indicators
• Provide strategic inputs for the broader PACE team\'s strategic path
• Lead people and process changes to enhance operational performance and efficiency
• Develop and present key insights from data analytics
• Create dashboards, forecasts, reports, and insights to influence business decisions
• Build and inspire a culture of "everyday innovation" within the team
• Collaborate with various stakeholders to understand strategic direction
• Oversee performance analysis and reporting, driving strategic initiatives and operational excellence
• Champion process improvement opportunities
• Foster trust and build strong relationships to lead cross-functional teams
• Articulate strategic priorities and progress through executive-level presentations
• Monitor industry and customer trends to identify new opportunities

QualificationsWhat You Bring:

• Strong storyteller, communicator, and collaborator
• Conceptual and analytical skills to interpret large data volumes
• Google Cloud Platform experience, particularly BigQuery
• Expert-level Microsoft Excel/Google Sheets skills
• Ability to manage and lead multiple large projects simultaneously
• Strategic mindset with a focus on the big picture
• Proactive, open-minded, and action-oriented approach
• Continuous improvement mindset with a focus on efficiency
• Strong decision-making abilities with the flexibility to pivot when needed

Must-Haves:

• 7+ years of experience in large-scale program/change management or business process improvement
• Post-secondary degree in Business or a related field
• Experience in service development, customer experience, and operations
• Strong problem-solving, strategic, and analytical capabilities
• Understanding of project lifecycle from ideation to execution
• Excellent communication skills for various audiences
• 5+ years of consulting, business strategy, and/or product management experience
• Strong business acumen and understanding of key financial performance measures
• Passion for storytelling and synthesizing complex business dynamics
• Proven analytical abilities: business modeling, forecasting, and market assessment
• Proficiency with Microsoft Office and Google Suite

Great-to-Haves:

• Telecommunications industry or Field Operations experience
• Post-secondary degree in business management and/or communications
• Experience with visualization tools like Tableau or Looker
• Familiarity with programming languages (SQL, R, Python, Java, SASS)
• Awareness of Artificial Intelligence, Machine Learning, and Robotic Process Automation tools and techniques
• Experience with GitHub and Pulumi/Infrastructure as Code
• Strong SQL skills and relational database experience
• Experience in market insights, accounting, or a related role

Join us and together, let\'s make the future friendly. Apply now to become a pivotal force in our team\'s success and drive profitable growth for TELUS.Salary Range: $82,000-$122,000Performance Bonus or Sales Incentive Plan: 15%Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more \xe2\x80\xa6

A bit about usWe\xe2\x80\x99re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.You\xe2\x80\x99ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We\xe2\x80\x99re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you\xe2\x80\x99re helping us make the future friendly.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.OperationsWe\xe2\x80\x99re the ones that design, build, repair and maintain the billions of dollars\xe2\x80\x99 worth of the infrastructure that keeps more than 15.2 million Canadians connected.We are honoured to be recognized1.4M
Days volunteered in our communities.70%
Team members that work at home or are mobile.15.2
Million customers that TELUS is serving across Canada.AccessibilityTELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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