Manager, Delivery - CX Transformation
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 and Flexibility
Our Manager, Delivery, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.
The Opportunity
As a Manager, Delivery - CX Transformation, you'll be a key member of our leadership team, working closely with Engineering and Product Managers. You'll lead a multidisciplinary team focused on a core web application, taking full ownership of the product's long-term success. Your primary responsibility will be building and nurturing a high-performing team to deliver and continuously evolve world-class digital experiences for stakeholders.
Responsibilities
- Lead the delivery and evolution of a critical digital product by driving effective decision-making on complex issues of scope, design, architecture, and process.
- Be a true people leader. Cultivate and mentor a high-performing, multidisciplinary team, providing clear direction and fostering a culture of ownership and continuous improvement.
- Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives.
- Establish and manage product roadmaps, aligning with organizational goals and ensuring a convergent implementation that meets strategic objectives.
- Manage capital budget and financials to ensure accuracy, compliance, and inform smart investment decisions and business case development.
- Be a flexible and adaptive leader, applying appropriate frameworks to suit the product's evolving needs and the team's working style.
- Encourage and lead an engaging team environment, celebrating wins, learning from setbacks, and fostering a sense of shared purpose.
- Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and product are set up for success.
Qualifications
- 7+ years of experience in the software development industry in a role such as Product Manager, Delivery Manager, or Program Manager.
- Experience in building and maintaining software products from inception to long-term ownership, with a strong emphasis on delivering successful web applications for a high volume of users.
- Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders.
- An experienced technical problem solver who can adeptly address and communicate technical or process issues across systems and teams.
- An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals.
- A proven people leader with a track record of mentoring and growing product, development, design, and testing team members.
- Adept at leveraging AI-powered tools and platforms for personal and professional use
Bonus Points
- Professional experience as a Project Manager, Product Manager, or Scrum Master from a major technology consultancy or agency
- You’ve taken part in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projects
- Certifications such as CSM, CSPO, PMP, SA, SPC, etc.
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.
#LI-hybrid
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 (Including an option for 100% coverage of individual employee medical premiums)
- Life & Disability Insurance
- 401K matching
- Flexible paid time off & paid company holidays
- Parental Leave
- Employee Assistance Program (EAP)
- And more!
*Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, TELUS Digital conducts regular compensation audits.
USA Pay Range
$100,000 - $160,000 USD
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