Manager, Community and Service Excellence (Hybrid)

TELUS; Calgary; On-site; CAD 85,000 - 115,000; Full time

Job summary

TELUS in Calgary seeks a frontline execution leader to guide a 15- to 20-member technician team, balancing service excellence with field sales to maximize customer value and revenue. You’ll empower the team to identify opportunities, build relationships with customers, and deliver outstanding service.

You will drive sales integration with operations, manage daily field activities, and ensure safety, budget discipline, and stakeholder alignment while delivering a top-tier customer experience in

Qualifications

• 5+ years of experience in telecommunications or field service operations.
• Proven leadership experience managing technical teams and driving both operational execution and sales performance.
• Demonstrated ability to motivate teams to meet or exceed sales targets while maintaining service quality and customer satisfaction.
• Advanced communication skills to lead and align teams with stakeholders.

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 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, report insights to inform regional sales and service strategies.
• Execute operational excellence through safety compliance, budget management, expense tracking, and cross-functional coordination.
• Build relationships with local community stakeholders to strengthen TELUS' presence in Calgary.
• Support ad hoc sales initiatives and collaborate across the organization to capture new business opportunities.

Skills

Leadership

Telecommunications

Field service operations

Sales leadership

Customer relationship management

Problem solving

Communication

Budget management

Team coaching

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.

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