Manager, Community and Service Excellence

TELUS; Surrey; On-site; CAD 95,000 - 125,000; Full time

Job summary

TELUS in Burnaby and Surrey BC is seeking a frontline execution leader to manage a 15-20 technician team, driving revenue growth while delivering exceptional customer experiences. You will balance service excellence with sales leadership, empowering the team to identify field opportunities and build lasting customer relationships.

The role emphasizes coaching, field sales execution, and operational discipline across safety, budgets, and cross-functional coordination to protect and enhance the

Qualifications

• 5+ years of leadership experience in telecommunications, field service operations, or related industries.
• Proven ability to lead technical teams and drive both operational execution and sales performance.
• Strong problem-solving skills including real-time decision-making and closing field-level opportunities.
• Proven ability to motivate teams to hit sales targets while maintaining service quality.
• Advanced communication skills to provide clear direction and coordinate with stakeholders.
• Strong organizational skills for time, attendance, fleet operations and budget responsibilities.
• Advanced English proficiency to interact with internal and external parties.

Responsibilities

• Lead and develop a high-performing technician team through coaching, mentoring, and career development while driving engagement and accountability.
• Drive revenue growth by championing the technician sales program and exceeding targets by blending service delivery with field sales execution.
• Manage day-to-day field operations, resolve escalations, and own direct customer relationships to protect and enhance the customer experience.
• Monitor team productivity and customer metrics, conduct voice-of-customer check-ins, and report insights to inform regional strategies.
• Execute operational excellence through safety compliance, budget tracking, and coordination with dispatch and cross-functional teams.
• Build and maintain relationships with local community stakeholders to strengthen TELUS' presence in Burnaby and Surrey BC.
• Support ad hoc sales initiatives and collaborate across the organization to capture new opportunities from the field.

Skills

Leadership experience

Telecom/field ops

Problem solving

Sales & service

Communication skills

Time & budget management

English proficiency

Tools

Field service software

Sales tracking tools

Job description

Description

Our team and what we'll accomplish together

Join TELUS, where you'll lead a high-performing technician team of 15-20 that drives revenue growth while delivering exceptional customer experiences. As a frontline execution leader, you'll balance service excellence with sales leadership—maximizing both customer value and wallet share. You'll empower your team to identify and capture field sales opportunities, build lasting customer relationships, and leave a lasting impact on our community and our business.

Description

Our team and what we'll accomplish together

Join TELUS, where you'll lead a high-performing technician team of 15-20 that drives revenue growth while delivering exceptional customer experiences. As a frontline execution leader, you'll balance service excellence with sales leadership—maximizing both customer value and wallet share. You'll empower your team to identify and capture field sales opportunities, build lasting customer relationships, and leave a lasting impact on our community and our business.

What You'll Do

• Lead and develop a high-performing technician team through coaching, mentoring, and career development while driving engagement and accountability
• Drive revenue growth by championing our technician sales program, motivating your team to exceed targets, and seamlessly blending service delivery with field sales execution
• Manage day-to-day field operations, resolve escalations, and own direct customer relationships to protect and enhance the customer experience
• Monitor team productivity and customer metrics, conduct voice-of-customer check-ins, and report field-level insights to inform regional sales and service strategies
• Execute operational excellence through safety compliance, budget management, expense tracking, and coordination with dispatch and cross-functional teams
• Build and maintain strong relationships with local community stakeholders, championing a community-first approach that strengthens TELUS' presence in Burnaby and Surrey BC.
• Support ad hoc sales initiatives and collaborate across the organization to capture new business opportunities directly from the field

Qualifications

What you bring

• 5 or more years of experience in telecommunications, field service operations, or a related industry
• Proven leadership experience managing technical teams and driving both operational execution and sales performance
• Strong problem-solving capabilities, including operational triage, real-time decision-making, and closing field-level business opportunities
• Demonstrated ability to motivate teams to meet or exceed sales targets while maintaining service quality and customer satisfaction
• Advanced communication skills with the ability to provide clear direction, align teams during challenging situations, and interact effectively with internal and external stakeholders
• Strong organizational skills for managing time, attendance, fleet operations, and budget responsibilities
• Advanced knowledge of English required to interact with internal and external parties and navigate English-language systems and tools

Great-to-haves

• Experience with field service management software and sales tracking tools
• Bilingual capabilities (English and French)
• Experience building and maintaining community partnerships or stakeholder relationships in a field-based role