Project Manager II | Customer Experience Evolution

Description

Ready to grow a new business and transform an entire industry?

Join Our Team

Peace 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 together

This 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 do

As 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 how

Your 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

Qualifications

You'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