Location & FlexibilityOur
Manager, Delivery - Forward Deployed Squads (CXAI), 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 2-3 days weekly. This role can be located in
Toronto, Ontario or Vancouver, BC.The OpportunityAs a
Manager, Delivery - Forward Deployed Squads within our CXAI practice, you'll lead forward-deployed squads partnering with specific accounts and verticals - primarily within TELUS Digital's BPO and External client space. You'll work closely with Solution Architects, Forward Deployed Engineers (AI Engineers, SWEs, and others), Product Researchers, Designers, and other key team members to ideate, discover, build, and implement digital innovation solutions within the CX Operations space for key accounts and verticals.
Your squad(s) will focus on the
POC and Pilot stages, with the goal of identifying successful, scalable solutions - whether that means scaling within the account you're working in, or identifying a broader transformation solution that can extend to other CX clients or verticals globally.
Responsibilities- Lead multidisciplinary squads - Solution Architects, Forward Deployed Engineers, Product Researchers, Designers, and other key team members - driving discovery, ideation, and delivery of digital innovation solutions within CX Operations
- Work closely with CX Operations leadership on discovery and ideation, and with TELUS Digital program leadership to align and execute on program- and company-wide initiatives
- Own the POC-to-Pilot lifecycle for your squad(s), with a clear focus on identifying solutions that are successful and scalable within the account, and potentially across other CX clients or verticals
- Be accountable for ensuring your squad(s) stay focused on measurable solutions, partnering with key cross-functional teams within the transformation and operations org to track metrics and scaling opportunities
- Lean on deep client services experience to drive effective decision-making on complex issues of scope, design, architecture, and process
- Deliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executives
- Create, guide, and communicate the holistic (TELUS Digital, client, 3rd party) project plan and goals to create alignment and drive convergent implementation
- Own weekly squad reporting, status decks, and related reporting cadences
- Translate open-ended asks - from leadership, clients, or emerging needs - into a clear plan of action for your squad, without waiting for a fully scoped mandate
- Leverage, where possible, existing software solutions - internal or external - that could solve for the problem space, or build on top of existing solutions rather than starting from scratch
- Where applicable, leverage existing FueliX, TELUS Digital's internal AI product suite, as a foundation to implement or build upon
- Identify and implement services with third-party partner product solutions where they're the right fit
- Encourage sustainable flow for your team while focusing on key client objectives
- Be flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and product
- Client travel as needed ~10% travel annually
- Engage directly with clients, managing account details, project scope, and relationship
Qualifications- 7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, Team Lead, or Scrum Master in a client services business
- Experience leading Fortune 500 custom software development projects, from discovery through UX design, implementation, and deployment
- Demonstrated empathy, experience, and confidence in managing software projects with complex scope and with multiple external/client executive stakeholders
- An experienced technical problem solver who can adeptly figure out how to address and communicate technical or process issues between systems (e.g., API issues vs. client-side, bug management issues, etc.)
- Expert communicator who regularly runs workshops and structured meetings to align client stakeholder groups on enterprise business goals
- A blend of business, user experience, and software project management acumen, with a mindset of motivating clients and 3rd party counterparts to be collaborative partners
- Experience managing projects in which you mentor other product, development, design, and testing team members
- Comfortable operating with ambiguity, driving digital transformation with AI in the absence of concrete SOWs or fully-defined product requirements - and able to build that same comfort in the squad you lead
- Professional or personal experience utilizing AI tools
Bonus Points- CX (Customer Experience) domain experience
- AI transformation and innovation experience
- Professional experience as a Project or Product Manager and Scrum Master from a major technology consultancy or agency
- Participated in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projects
- Certifications such as CSM, CSPO, PMP, SA, SPC, etc.
