Manager, Community and Service Excellence (Hybrid)

Intello Technologies Inc.; Calgary; Hybrid; CAD 86,000 - 136,000; Full time

Benefits offered by this job

Flexible benefits plan

Minimum 3 weeks vacation

Pension and share purchase programs

Hybrid/remote work options

Community involvement opportunities

Career growth and development

Job summary

TELUS in Calgary is seeking a Manager, Community and Service Excellence (Hybrid) to lead a high-performing technician team of 15-20, balancing service delivery with field sales. You will coach, develop and drive engagement while protecting the customer experience.

You will monitor metrics, own escalations, collaborate with dispatch and cross-functional teams, and build community partnerships to strengthen TELUS' presence in Calgary, with flexibility to work in-office or remotely.

Qualifications

• 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.

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 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 Calgary.
• Support ad hoc sales initiatives and collaborate across the organization to capture new business opportunities directly from the field.

Skills

Leadership

Sales leadership

Communication

Problem solving

Organization

English proficiency

Job description

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Manager, Community and Service Excellence (Hybrid)

Location: Calgary, AB, CA, T2A 4Y2

Jobs by Category: Technology Solutions

Job Function: Planning and Analysis

Status: Full Time

Schedule: Regular

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 Calgary
• 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

Salary Range: $86,000-$136,000

Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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, based on the role's requirements
• 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 opportunitiestodevelop your skills
• And much more …

Job Type: This is for a current vacancy

A bit about us

We’re 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’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re 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’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill 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.

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

Accessibility

TELUS 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.