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An established industry player is seeking a Senior Program Manager to enhance customer experience and drive strategic initiatives. This role involves leading a critical program that reduces customer effort, collaborating with various teams, and providing insights to improve outcomes. The ideal candidate will possess strong leadership skills, a passion for customer success, and the ability to navigate complex challenges. Join a supportive and innovative team dedicated to making a difference in customer relationships and achieving business goals. This position offers the opportunity to work in a dynamic environment where your contributions will be valued and recognized.
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Location:
Calgary, AB, CA
Vancouver, BC, CA
Ottawa, ON, CA
Toronto, ON, CA
Jobs by Category: Operations
Job Function: Customer Service
Status: Full Time
Schedule: Regular
Do you love owning large breadth programs that have an impact on our business, team and customers? Do you have a passion for using your skills and expertise to identify opportunities to improve customer experience and champion our Customers First culture? Do you have a knack for building strong relationships quickly to solve these unique business challenges and achieve desired outcomes?
Join our team
The Customer Success team plays a pivotal role in providing solutions and support in the achievement of the return on investment in our TELUS products & services that our Commercial & Public Sector (C&PS) Enterprise customers expect. We are critical, in partnership with our Sales colleagues, in ensuring the health, retention, and growth of this customer segment base. We leverage best practices to proactively drive customer relationship excellence and are laser focused on TBS’ financial performance through strong account and deal profitability management.
The Senior Program Manager role is a key senior position within our Customer Success Operations team. This team has a strong culture, with commitment to a progressive, warm, and supportive workplace. We have a passion for knowledge, promoting an environment of collaboration, delivering results that make a difference to our business and customers, and challenging ourselves with thought leadership to drive strategic planning, program management and business intelligence initiatives for our peer teams in Customer Success.
Here’s the impact you’ll make and what we’ll accomplish together
As the Senior Program Manager, reporting to the Customer Success Chief of Staff, you will lead our Customers First culture and strategy. You will own the NEXUS customer effort reduction program, working with internal stakeholders to enhance customer experience. By leveraging data, you’ll create insights to identify systemic and programmatic opportunities. This role offers high visibility to the Executive team and collaboration with various Directors across Customer Success, product, BCX, and support organizations. Your passion for improving customer effort and alignment with TELUS values will be key to your success.
What you bring to the table
You also bring
Salary Range: $94,000-$140,000
Performance 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:
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 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.
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.