Manager, Data Insights & Quality - Google CES Practice

WillowTree; Vancouver, Toronto; Hybrid; CAD 146,000 - 203,000; Full time

Job summary

A leading digital product consultancy is seeking a Manager for Data Insights & Quality to support AI capabilities. This role includes managing a team, enhancing customer engagement through Google CES, and ensuring strong relationships with clients. The ideal candidate will have extensive experience in technology consulting and team management. Join us for an opportunity to innovate customer experiences with cutting-edge AI technologies.

Benefits

Healthcare benefits - Medical, Vision, Dental

401K matching

Employee Share Purchase Plan

Competitive PTO Policy

Employee Assistance Program (EAP)

Life & Disability Insurance

Annual performance bonus

Qualifications

• 3+ years of experience in technology consulting or customer experience.
• 2–3 years of team management experience delivering technology projects.
• Experience delivering AI/ML-powered customer engagement solutions.

Responsibilities

• Execute components of the Google CES strategic roadmap.
• Manage and develop a team of AI specialists.
• Serve as a key point of contact for clients, translating business challenges into solutions.

Skills

Analytical skills

Team management

Business acumen

Technical understanding of Google CES

Communication skills

Education

Bachelor's degree in Computer Science, Engineering, Business, or related field

Tools

Google Customer Engagement Services

Data visualization and reporting tools

Job description

Manager, Data Insights & Quality - Google CES Practice

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS , one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location

This role will operate remotely in the United States or CanadaOR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MA

The Opportunity

TELUS Digital is seeking a Manager, Data Insights & Quality - Google CES to support the growth and delivery of our Google CES capabilities. This role is a key position within our Global AI team, responsible for supporting our solution delivery, and enabling exceptional client outcomes through the application of Google's AI technologies for customer engagement by ensuring data driven insights and KPIs are readily available.

You will play an important role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital continues to lead in AI-powered customer experience transformation through data-driven optimization and iterative improvements based on analytical insights. The role requires a combination of tactical execution, technical understanding of Google CES products, business acumen, data & analytics, and the ability to manage and mentor a team.

Responsibilities

Practice Support & Growth

• Execute components of the Google CES strategic roadmap within TELUS Digital's Global AI team, supporting adoption and measurable business impact
• Support senior leadership in identifying new opportunities and maintaining relationships with Google and client stakeholders
• Promote the adoption of Google CES solutions with a strong focus on implementing and utilizing Conversational Insights to extract actionable data from voice interactions
• Track and report on key performance indicators (KPIs) related to voice bot effectiveness, customer satisfaction, and containment rates, highlighting project progress and client impact through data-driven insights.
• Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities
• Ensure delivery excellence and solution quality by applying best practices and proven technical approaches and continuously refine solutions based on performance data and customer feedback from voice bot interactions.
• Foster a culture of innovation and continuous improvement within the team

Team Management & Development

• Manage and develop a team of AI specialists, solution architects, and delivery professionals
• Provide technical and project guidance to ensure delivery success and professional growth
• Support training and certification programs for Google CES technologies
• Coordinate project prioritization and resource planning to maximize team effectiveness

Client Engagement & Partnership

• Serve as a key point of contact for clients, translating business challenges into effective Google CES solutions
• Support workshops, presentations, and solution demos that clearly articulate business value
• Collaborate with sales, marketing, and delivery teams to support go-to-market strategies and ensure seamless client delivery
• Bachelor's degree in Computer Science, Engineering, Business, or related field
• 3+ years of experience in technology consulting, digital transformation, or customer experience, with exposure to AI/ML solutions
• 2–3 years of team management experience delivering technology projects
• Strong analytical skills with the ability to identify trends, anomalies, and optimization opportunities within large datasets generated by conversational AI platforms, especially voice bots.
• Working knowledge of Google Customer Engagement Services (formerly CCAI)
• Experience in data visualization and reporting tools to present actionable insights on voice bot performance to both technical and business stakeholders.
• Experience delivering AI/ML-powered customer engagement or contact center solutions
• Deep understanding of customer experience design, contact center operations, and the ability to analyze key CX metrics, particularly those derived from voice bot interactions, to drive improvements.
• Business acumen with the ability to identify opportunities and support growth initiatives
• Strong communication and presentation skills for both business and technical audiences
• Collaborative management style with the ability to work effectively across diverse stakeholders
• Problem-solver with a practical orientation and ability to manage client needs

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our Privacy Policy .

#LI-TW1

What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• And more!

Annual Performance Bonus

This position is eligible for anannual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.

Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits.

Annual Base Salary Range (Performance Bonus Eligible)

$146,000 - $202,052 CAD

Create a Job Alert

Interested in building your career at WillowTree? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Preferred First Name

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn URL (Please list N/A if you don't have one) *

How did you hear about us? * Select...

Where did you hear about us? * Select...

Referring TELUS Digital or WillowTree teammate name (current or former) if applicable.

Are you legally authorized to work in Canada? * Select...

If applicable, which consulting firm are you currently at or were most recently a part of? *

(Canada) Voluntary Demographic Questions

WillowTree knows incredible talent comes from all backgrounds. Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. We’re deeply committed to building teams that reflect the diversity of the populations we serve.

To ensure we’re reaching talent from all backgrounds, we invite applicants to complete the following VOLUNTARY demographic questions. For each question, you have the option to select "I do not wish to answer." Your responses will be processed separately from your application and will not be used in the hiring process or decision. We use this data (aggregate only) to assess and improve our hiring outreach and processes to better include and support individuals of all backgrounds.

WillowTree is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law.

Please indicate your gender (the binary gender language used here is based on government determined categorizations and differs from the identity language we prefer to use internally at WillowTree) * Select...

Please indicate your race/ethnic group: * Select...

Please indicate your disability status: * Select...

Please indicate if you are currently serving in a military or have served in the past: * Select...