Location:
Mississauga, ON, CA Sherbrooke, QC, CA Montréal, QC, CA
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Req ID: 55437
Jobs by Category: Technology Solutions
Job Function: Technology
Status: Full Time
Schedule: Regular
Description
Join our team
TELUS Business Customer Experience (BCX) team brings the power of smart technology to life for our business customers. We are seeking an inspiring Director of Operations to lead our Customer Service & Support Wireless Operations. This team plays the critical role of directly supporting the Wireless suite of services for our Small and Medium Business as well as our Enterprise customers. With your expertise and guidance, we will revolutionize the way we deliver exceptional customer service and exceed expectations.
Here’s the impact you’ll make and what we’ll accomplish together:
Reporting to the Vice-President, Customer Service & Support, you will lead a high-performing team dedicated to delivering a best-in-class customer experience across our Wireless Care and Repair portfolios. In this role, you will inspire and empower team members to drive transformational initiatives that enhance operational efficiency, elevate service quality, and create exceptional outcomes for our business customers.
You will work closely with Operations, Sales, and Marketing partners to continuously evolve and transform critical areas of the wireless business. This includes leveraging AI capabilities to create more effortless customer experiences, advancing proactive support models, enabling sales and dealer channels during high-demand periods such as Black Friday/Cyber Monday, End-of-Quarter sales, and Boxing Day, optimizing operational processes, and driving cost transformation initiatives.
This role calls for a dynamic and results-oriented leader with a strong track record of leading high-performing teams, fostering cross-functional collaboration, and delivering meaningful business impact in a fast-paced environment.
Responsibilities Include:
Lead the day-to-day operational performance of the Business Contact Centre, ensuring delivery of exceptional customer experiences and achievement of key operational metrics including service levels, quality, productivity, and customer satisfaction
Develop and execute operational strategies that support the Wireless business portfolio, aligning resources and capabilities to evolving customer and business needs
Partner cross-functionally with Operations, Sales, Marketing, and Network teams to drive continuous improvement initiatives, resolve customer pain points, and enhance end-to-end customer journeys
Leverage data, insights, and AI-driven capabilities to improve customer experience, reduce customer effort, optimize workflows, and drive operational efficiencies
Lead, coach, and develop high-performing leaders and teams by fostering accountability, engagement, performance excellence, and career development
Oversee operational readiness and execution during critical business periods, including major product launches and high-volume sales events such as Black Friday/Cyber Monday and Boxing Day
Establish and communicate key operational KPIs and business performance insights to senior leadership, while driving transformational initiatives focused on process optimization, escalation reduction, and cost efficiency
Qualifications
What YOU Bring:
5+ years of leadership experience in Contact Centre Operations, Customer Service, or related operational environments, with a strong focus on customer experience and business performance
Proven ability to lead high-performing operational teams in fast-paced, customer-focused environments while driving accountability, engagement, and results
Strong operational acumen with experience managing key performance metrics including service levels, customer satisfaction, quality, productivity, and cost efficiency
Demonstrated success leading transformational initiatives and continuous improvement programs that enhance customer experience, optimize operations, and drive business outcomes
Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively across all levels of the organization
Proven ability to navigate complex or high-pressure situations with sound judgment, agility, and a customer-first mindset
Strong analytical and presentation skills, including the ability to translate operational insights into executive-level recommendations; proficiency with Google Workspace and operational reporting tools
You’re the missing piece of the puzzle
With your strong leadership & team management skills which enable you to lead a successful team in a high pressure, highly visible environment
You are passionate about continuously enhancing the customer's perspective of TELUS Digital capabilities and deliverables and growing long term, sustainable relationships
You have an eye for business and advanced understanding of business practices and concepts relative to revenues, costs and profits
You're a strategic thinker and have the capability to execute on deliverables in a creative manner
You have excellent oral, written and presentation skills, with the ability to communicate at an executive level
With your ability to work independently and get results
You can analyze and understand complex information and to develop clear and relevant communications
You are fluent in English and French (both spoken and written)
Great-to-haves:
Knowledge and experience in the telecommunication industry and its end-to-end operations
University degree in business, economics, engineering, information management or equivalent experience
Innovation-orientation and passion for building, operating, and transforming new businesses
Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
Salary Range: $57,000-$105,000
Performance Bonus or Sales Incentive Plan: 10%
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
A bit about us
We’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.
