Project Manager II | Customer Experience Evolution

Job title:

Project Manager II | Customer Experience Evolution

Company

Telus

Job description

DescriptionReady to grow a new business and transform an entire industry?Join Our TeamPeace of mind matters to our customers, so it matters to us. By using our premier networks, technology and services, we are making homes and businesses safer and more convenient for our customers with creative products and service offerings. TELUS’ Customer Experience Evolution team brings the power of smart technology to life for our residential and business customers. As we grow, we will continually strive to improve – and we are seeking a forward-thinking Project Manager II with a passion for continuous improvement and delivering success on strategic, cross-functional programs.About the Customer Experience Evolution (CEE) team:We are an engaged and high-performing team dedicated to helping TELUS become the largest and best security and automation company by driving exceptional growth through offering the best customer and team member experience in Canada.We are a team of dedicated professionals with the common goal of transforming the security and automation business within a supportive and goal-oriented environment.Here’s the impact you’ll make and what we’ll accomplish togetherThis is a career-shaping opportunity that will truly develop you into a business athlete by working in and across our end-to-end Smart Security and Automation business. We operate in an ambitious start-up environment and collaborate with teams across multiple functions including Marketing, Product & Service Development, Contact Centers, Field Technicians, and Technology Strategy. Together with members of these teams, you will lead key project streams and support operations across multiple customer segments. This is a career shaping journey that will set you apart from many as you will play a critical role in building and growing a world class smart home automation business at TELUS.What you’ll doAs a Project Manager II on the Customer Experience Evolution team, you will be part of a Project Management Office team that achieves successful end-to-end integration of our valued customers by delivering on post-acquisition programs. Don’t miss this opportunity to join a fast-paced, high-performing, entrepreneurial team.Here’s howYour primary responsibility will be to support cross-organizational integration programs to help us achieve and maximize synergistic values stemming from our Smart Security and Automation acquisitions. You will ensure that we deliver on our business objectives without compromising a best-in-class customer experience.Your key responsibilities include:

• Leading key streams on transformational post-acquisition billing migration projects working across functional teams with excellent project management and change management rigour, with a focus on external customer communication campaigns, operational support model, and change management
• Support strategic discussions and recommendations at the manager, director, and VP level
• Facilitate workshops and project meetings to evolve the end-to-end customer service support model to elevate the customer journey
• Identify risks and collaborate to remove program roadblocks
• Enable strong interlock and teamwork across all segments of the organization to ensure strategic and transformational initiatives are aligned
• Apply expertise, insights, and creativity to identify new growth opportunities and/or operational efficiencies
• Analyze and solve business problems by developing insightful, practical, and sustainable solutions to complex problem statements

QualificationsYou’re the missing piece of the puzzle

• 3+ years of experience delivering complex strategic and/or transformational programs across cross-functional business areas
• Excellent storytelling and written communication skills, the ability to succinctly and clearly explain tactical plans, expectations, and strategy to front-line teams and managers, as well as to your peers and supporting executives
• Proven problem-solving, strategic, and analytical capabilities with a convincing track record of setting and delivering against key metrics
• Passion for working in a dynamic, high-performance culture with a strong focus on improving operations and the customer experience
• Proficiency in creating PowerPoint/Google Slides presentations
• Post-secondary degree in business, economics, communications, or equivalent experience

Great-to-haves

• Certifications in performance improvement and/or project management methodologies and practices e.g. Lean Six Sigma, Project Management Professional (PMP)
• Knowledge and experience in the security industry is an asset, particularly as it relates to product and technology knowledge
• Proficiency or willingness to learn data analysis in Excel/Google Sheets

Salary Range: $74,000-$112,000Performance Bonus or Sales Incentive Plan: 12%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:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

A bit about usWe’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.OperationsWe’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.We are honoured to be recognized1.4M
Days volunteered in our communities.70%
Team members that work at home or are mobile.15.2
Million customers that TELUS is serving across Canada.AccessibilityTELUS 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.

Expected salary

$74000 – 112000 per year

Location

Vancouver, BC

Job date

Sun, 25 Aug 2024 02:25:32 GMT

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