Senior Program & Strategy Enablement Manager - Customer Experience Strategy

TELUS Digital; Canada; On-site; CAD 99,200 - 115,000; Full time

Job summary

A leading telecommunications company is seeking a Senior Program & Strategy Enablement Manager to join their Customer Experience Differentiation team. This role involves leading cross-functional initiatives, managing budgets, and mentoring junior managers. Ideal candidates should have over 5 years of program management experience, particularly in a fast-paced tech environment. The position is full-time and based in Canada, offering a competitive salary and opportunities for professional growth.

Qualifications

• 5+ years in program management preferably in telecommunications or technology.
• Experience in strategy and customer experience.
• Strong storytelling and presentation skills.

Responsibilities

• Own the consolidated program plan and manage budgets.
• Develop and maintain the program roadmap.
• Coach and mentor junior strategy & project managers.

Skills

Program management

Leadership

Strategic thinking

Analytical mindset

Project management

Education

Bachelor's degree

Job description

Senior Program & Strategy Enablement Manager - Customer Experience Strategy

Senior Program & Strategy Enablement Manager - Customer Experience Strategy

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This range is provided by TELUS Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$99,200.00/yr - CA$115,000.00/yr

Direct message the job poster from TELUS Digital

Global Talent Acquisition | SHRM-CP & DEI Expert Certified | IT/Cloud, Artificial Intelligence/GenAi & Aviation Enthusiast

Job Profile: Strategy Enablement Manager - Senior

Job Level: Individual Contributor

Our team

We’re the Customer Experience Differentiation team, an agile and entrepreneurial team who’s on a transformative journey to build best-in-class digital-by-design customer experience operations for TELUS’ customers. We sit within the Customer Experience Program Management Office (CX PMO) which is part of the Global Operations, Programs, and Transformation group supporting the TELUS account. We’re curious, innovative, and we love having fun while solving challenges! If that sounds exciting, you might be the perfect addition to our team!

What you’ll do and what we’ll accomplish together

We’re seeking a seasoned program & strategy manager to support the exciting work we’re doing to transform the messaging channel customer experience for TELUS. You will spearhead the delivery of our messaging program composed of multiple cross-functional initiatives by acting as a critical liaison across all delivery teams and managing your own high-impact projects. You will use your leadership and program management expertise to rally stakeholders and ensure we deliver our roadmap scope, timeline, and budget. You will also flex your strategy skills to develop and manage your own initiatives and consult on others. This is a senior-level individual contributor role that will report to the Manager of Customer Experience Strategy.

Here’s how

• Own the consolidated program plan, interlocking with workstream project managers on scope, timeline, and budget.
• Develop and maintain the program & product roadmap in collaboration with cross-functional engineering and operations teams across TELUS Digital and TELUS.
• Define the strategy and act as project manager in the execution of selected high-impact or high-complexity initiatives.
• Monitor all program workstreams and actively support the project managers and teams in removing roadblocks and escalating in a timely manner when required.
• Plan and manage the overall program budget, ensure timely billing from all teams, and provide regular updates.
• Create data-driven business cases and report on program benefits.
• Establish and maintain efficient program governance and executive-level communication enabling swift decision-making and adaptation.
• Nurture strong collaborative relationships with the project teams to proactively identify, raise, and mitigate risk, blockers, and issues.
• Coach and mentor junior strategy & project managers.

What you bring

• Demonstrated extensive (5+ years) program management experience with large-scale programs where priorities, scope, and timeline can change frequently, preferably within the telecommunications or technology industries.
• Demonstrated experience (5+ years) in strategy, product management, or customer experience with a focus on both planning & execution.
• Proven leadership skills to independently and without direct authority drive collaboration across large and highly matrixed organizations with an ability to initiate, develop, and maintain effective relationships.
• Superior strategic thinking skills with the ability to turn customer and business data into insights and develop innovative strategies.
• Developed analytical mindset with ability to frame a problem, formulate hypothesis, realize analysis, and develop recommendations, combined with proficiency in understanding & manipulating data to provide supporting evidence.
• High comfort level in managing & prioritizing multiple initiatives simultaneously and calmly navigate ambiguity and high-pressure situations.
• Agility to frequently switch between strategic-level and hands-on work.
• Ability to gain buy-in from all levels of a large organization including senior leadership by leveraging your strong storytelling, presentation, and negotiation skills.

Great-to-haves

• Certification in project management and/or change management (e.g. PMP, Six Sigma, Agile PMI-ACP, AgilePM, CSM, Prosci, CCMP).
• Familiarity with the Canadian telecommunications, entertainment and technology market.
• Knowledge of French.

About Us

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Strategy/Planning, and Project Management

• Industries

  Telecommunications, IT Services and IT Consulting, and Business Consulting and Services

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