Mgr-Community & Service Excellence (In-Office)

LifeWorks, Inc. • $86K — $136K *
Edmonton, AB T5A 0A1In-Person
Telecommunications & Hardware
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years in telecommunications or related field service operations
  • Experience leading technical teams in operational and sales execution
  • Strong problem-solving skills for real-time decision-making
  • Advanced English communication for internal and external interaction
  • Outstanding organizational skills in managing time and procedures

Responsibilities

  • Lead a team of 15-20 technicians to drive performance
  • Conduct coaching sessions to develop technical and sales skills
  • Engage and motivate technicians to achieve ASPIRE sales targets
  • Manage daily operations, address escalations, and ensure customer satisfaction
  • Report insights to executives to influence regional strategies

Benefits

  • Comprehensive total rewards package with competitive salary and bonus options
  • Minimum 3 weeks of vacation with a flexible benefits plan
  • Options for remote or hybrid work arrangements
  • Generous matched pension and share purchase programs
  • Opportunities for community involvement and professional development
Full Job Description
Description

About the Role

We are seeking a dynamic Field Manager to lead a frontline team of 15-20 technicians, driving our 2026 North Stars of "Purposeful Growth & Value" and "Unwavering Customer Focus".

This position plays a crucial role in empowering Field Technicians, adapting on the fly to operational challenges, relaying critical information up the chain, and acting as a frontline sales leader. You will be the execution leader in the field, responsible for directing daily operations and protecting the customer experience. By maximizing customer value and wallet share, you will help us evolve into an EBITDA-positive growth engine

Key Responsibilities

  • Team Leadership, Sales Coaching & Development
  • Conduct dedicated team coaching, including 1:1s, ride-a-longs, and career development
    sessions to build both technical and sales competencies
  • Drive technician engagement and lead the local execution of engagement and recognition plans
  • Lead daily technician performance, addressing immediate performance issues and coaching the team on identifying customer needs to maximize field sales opportunities
  • Participate in peer-to-peer mentorship and national or provincial primeships


Service & Sales Excellence

  • Manage key programs in the field, specifically driving our ASPIRE sales program, alongside FTRS and repair reduction initiatives
  • Champion sales leadership by motivating technicians to meet or exceed ASPIRE targets and seamlessly blending service delivery with revenue generation
  • Own day-to-day business operations, issue resolution, and in-day customer escalations
  • Monitor productivity metrics, conduct Voice of the Customer (VOC) check-ins, and own direct customer relationships
  • Support ad hoc sales requests and collaborate cross-functionally to capture new business directly from the field


Operational Management & Strategic Alignment

  • Execute mandatory Start of Day interlocks with dispatch and participate in weekly operational huddles
  • Track and report team expenses while actively submitting necessary budget requests
  • Lead routine safety reviews and ensure complete technician compliance with financial and operational policies
  • Build and maintain strong relationships with local community stakeholders to champion a
    community-first approach
  • Report field-level insights upward to directors to help shape broader regional sales and service strategies


Qualifications

Required Qualifications

  • 5+ years of experience in telecommunications or related field service operations
  • Proven leadership experience managing technical teams and driving operational and sales execution
  • Advanced problem-solving capabilities, specifically in operational triage, real-time decisionmaking, and closing field-level business
  • Advanced knowledge of English is required to interact with internal and external parties, as well as to navigate IT tools with English-only interfaces on a national scope


Required Skills

  • Outstanding communication skills with the ability to provide rapid alignment during exception days
  • Strong organizational skills for managing time, attendance tracking, and fleet or corporate card procedures
  • Crisis management expertise to handle operational escalation support effectively while
    maintaining a customer-centric focus


Preferred Qualifications

  • Experience with field service management software and sales tracking tools
  • Bilingual capabilities (English/French)


Salary Range: $86,000-$136,000

Performance Bonus or Sales Incentive Plan: 15%

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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LifeWorks, Inc. is not just a company; it's a place where careers are nurtured, and futures are built. Join the team and be part of a community that values hard work, creativity, and a commitment to excellence.
Learn more about LifeWorks, Inc.
Industry
Healthcare
* Ladders Estimates

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