Director, Products & Services for Channels

LifeWorks, Inc. • $128K — $238K *
Toronto, ON M3C 0E3In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Proven experience in technology leadership roles, ideally within retail or high tech industries.
  • Expertise in designing and delivering integrated customer and team experiences in complex environments.
  • Strong problem-solving skills with ability to assess risks and communicate effectively across diverse teams.
  • Demonstrated ability in cross-functional collaboration and decision-making within matrix organizations.
  • Proficient in hiring, coaching, and inspiring diverse teams through change.

Responsibilities

  • Lead a global team in delivering advanced technology solutions for sales channels.
  • Foster partnerships between Channel and CIO teams to align technology with business needs.
  • Drive initiatives to improve sales representative experience and optimize sales processes.
  • Oversee strategic platform management and project support for channel ecosystem.
  • Implement comprehensive testing strategies to enhance channel sales experiences.
  • Manage sales team support and ensure operational continuity of systems.

Benefits

  • Comprehensive total rewards package including competitive salary and bonus structure.
  • Minimum of 3 weeks vacation and flexible benefits plan available.
  • Flexibility to work in-office, remotely, or hybrid as required.
  • Generous pension and share purchase programs from the company.
  • Opportunities for community engagement and giving back.
  • Career growth and continuous learning opportunities.
Full Job Description
Description

Create awesome technology solutions for assisted sales channels.

Here's the impact you'll make and what we'll accomplish together

The Director of Products & Services for Channels plays a critical, strategic leadership role, operating under the VP of System Simplification. This position is central to enhancing the effectiveness and efficiency of our global sales and support channels through advanced technology solutions.

Key Responsibilities and Scope:

  • Technology Strategy and Solution Delivery: You will lead and support a geographically dispersed, global team dedicated to the creation, development, and implementation of best-in-class technology solutions. These solutions will span a diverse portfolio of enterprise platforms and systems, all aimed at empowering sales channels to optimize the selling process and provide superior support to our global customer base
  • Cross-Functional Partnership and Alignment: A core function of this role is fostering deep, collaborative partnerships. Your team will be the primary liaison between the Channel organization and the Chief Information Officer (CIO) teams. This partnership is essential for aligning technology roadmaps with business needs and ensuring seamless execution
  • Simplifying the Channel System Sales Rep Experience: You will own delivering the best sales rep experience, by representing the needs of Channels within the new System Simplification team. This includes ideation, requirements gathering (ensuring Channel priorities are scoped), overseeing development for operational readiness, and post-launch monitoring for continuous improvement and adoption. The core goal is to simplify systems and processes to enhance the sales force's daily effectiveness


Here's how

Channel System Strategic Platforms

  • Oversee capital sustainment and strategic portfolio enablement for the extended channel ecosystem, encompassing: CPMS, NCCS, Channel Portal, QSM, Channel Dashboard, and D2C1/Territory Management
  • Collaborate with the Chief Information Officer (CIO) to develop short-term delivery plans (in-year) and establish the long-term roadmap and North Star vision (3+ years)
  • Ensure the successful delivery of new capabilities through rigorous release change management, comprehensive testing, and close collaboration with channel stakeholders
  • Lead and provide project enablement support for initiatives impacting the platforms within the portfolio
  • Maintain operational continuity ("lights-on" support) for MDU salesforce capabilities, ensuring the support of agreements/contracts and enablement for the CST sales team
  • Partner with the MDU team to define a strategic direction and North Star vision for the platform


Channel System Testing:

  • Provide support for end-to-end testing across channel sales experiences, encompassing all sales channel personas
  • Advocate for the evolution of User Acceptance Testing (UAT) across the various testing teams within the organization, including the transition of increased ownership to Quality Engineering
  • Strategically advance the team's capabilities to reduce capital expenditure through 'shift-left' testing, in partnership with the Chief Information Officer (CIO)
  • Formulate a strategy for simplifying testing automation while preserving the core focus of 'user' testing as distinct from functional testing


Channel System Support

  • Manage and resolve sales representative ticket submissions, triage issues with platform owners/CIO, and serve as the initial point of contact for sales team support
  • System Issues/Bugs: Serve as the central point of contact for escalating system issues across all sales channels and assist in prioritizing defects with the platform teams
  • Collaborate directly with the CIO reliability team, providing on-call support during incidents, participating in post-mortems, and actively representing all sales channels
  • Partner with the Channels business continuity operational team and act as the sole point of contact for system escalations affecting representatives


Qualifications

You are the missing piece of the puzzle

You are likely in a similar technology leadership position today, with many of the following abilities and experience items:

  • You are known for understanding human behaviors and creating exceptional customer and team member experiences for sales channels, with in-depth experience designing and delivering integrated journeys in complex and matrixed environments
  • You are a go to for framing complex business and customer problems into well-defined technology enablement outcomes for the team to effectively execute against
  • You bring critical problem-solving skills with a reputation for effectively anticipating and assessing risks, persevering through challenges, contingency planning, leading change, and effectively communicating business outcomes to diverse leaders in complex environments
  • You are a cross-functional collaborator, driving decision-making and alignment across business units leveraging feedback from channel and stakeholder teams, including the prioritization of decisions in a matrixed organization to manage high-volume workloads
  • You have a knack for hiring, coaching, and growing top talent while leading and inspiring diverse teams through change and ambiguity
  • You have experience in strategic and customer-focused roles, ideally within the retail or high tech industries

Great-to-haves

We are especially motivated to connect with individuals with one or more of the following:

  • 5+ years in a people leader role, with demonstrated leadership performance and career progression
  • You have demonstrated experience in driving targets and outcomes, making prioritization decisions and synthesizing information to enable executive decision-making
  • Your personal brand includes curiosity, adaptability and out-of-the-box thinking, while staying on top of key industry trends around the retail sales landscape and journeys
  • You are a servant leader who is self-reflective with proven coaching and performance management skills while fostering a continuous improvement and open feedback culture


Salary Range: $128,000-$238,000

Performance Bonus or Sales Incentive Plan: 30%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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, based on the role's requirements
  • 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 ...


Job Type: This is for a current vacancy

About LifeWorks, Inc.

LifeWorks, Inc. Careers

Joining LifeWorks, Inc. presents an unparalleled opportunity to become part of a leading team dedicated to professional growth and innovation in the industry. LifeWorks, Inc. is renowned for its commitment to excellence and a culture that fosters diversity and leadership.

Explore Job Opportunities

LifeWorks, Inc. offers a variety of job opportunities that cater to a range of skills and professional interests. Whether seeking an entry-level position or a more senior role, LifeWorks, Inc. provides a platform for career advancement and personal development.

Internship Programs

Embark on a professional journey with LifeWorks, Inc. through its dynamic internship programs. These opportunities allow individuals to gain hands-on experience, enhance their resumes, and develop essential skills in a real-world setting. Internships at LifeWorks, Inc. are a stepping stone to full-time employment and a flourishing career.

Professional Growth and Benefits

LifeWorks, Inc. is dedicated to the professional growth of its team members, offering extensive training and development programs. Employees enjoy comprehensive benefits that support both their professional and personal lives, ensuring a well-rounded employment experience.

Inclusive Culture and Diversity

The company prides itself on a workplace culture rooted in diversity and inclusion. LifeWorks, Inc. believes that a diverse team inspires innovation and enhances problem-solving capabilities. Through diversity training and inclusive hiring practices, LifeWorks, Inc. ensures that all team members have the opportunity to contribute and succeed.

Networking and Leadership Development

LifeWorks, Inc. encourages its employees to engage in networking and leadership development activities. These initiatives are designed to build strong professional networks and develop the leadership skills necessary for career advancement within the company.

Innovation at LifeWorks, Inc.

At the forefront of innovation, LifeWorks, Inc. continually seeks to implement cutting-edge solutions and services. The team at LifeWorks, Inc. is composed of dedicated professionals who bring creativity and expertise to every project, driving the company's success in a competitive market.

Hiring Process

The hiring process at LifeWorks, Inc. is designed to identify and attract top talent. Candidates undergo a thorough interview process that assesses their skills, cultural fit, and potential for growth within the company. LifeWorks, Inc. values transparency and communication, ensuring that all applicants receive timely updates and feedback.

Career Opportunities Await

LifeWorks, Inc. is actively hiring and looking for motivated individuals who are ready to take their careers to the next level. Explore the open positions and find where your skills and passions align with the needs of LifeWorks, Inc.

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Industry
Healthcare
* Ladders Estimates

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