Senior Project Manager – Customer Experience – Technology Operations

Location:
Toronto, ON, CA Barrie, ON, CA Calgary, AB, CA Edmonton, AB, CA Vancouver, British Columbia, CA

Req ID: 28371

Jobs by Category: Technology Solutions

Job Function: Project/Program Management

Status: Full Time

Schedule: Regular

Description

The Customer Experience Technology Operations PMO is currently looking for an enthusiastic individual to join the team as a Senior Project Manager. The PMO team supports our Customer Experience call centers by delivering projects which improve quality, efficiency and customer satisfaction while reducing cost.

Reporting to the Manager of PMO, you will be responsible for:
Leading Customer Experience projects that deliver an exceptional Smart Home Security, Health, and call center technology customer and agent experience

Assessing the impact that projects will have on the customer experience and call center operations

Managing capital budgets

Leading projects that include system changes, operational changes, and network enhancements that drive operational efficiency by enhancing our call center technology

Partnering with stakeholders across the organization to assess, plan, analyze and create solution alternatives to meet project deliverables

Here’s How

You will have the chance to work in a highly collaborative environment with strong support from experienced project managers and business analysts

You will collaborate with cross-functional team members to achieve project objectives and plans and facilitates meetings and working sessions

You will partner with various stakeholders throughout the project lifecycle

You will be encouraged to identify and drive operational improvements to TELUS’ call centers by working with members from different areas of the organization and gain hands-on experience on end-to-end projects

You will collaborate with other program/project owners and leaders to compile appropriate plans to drive technology improvements

You will create actionable project readiness plans covering resourcing, schedule, communication, risks, issues and opportunities

You will prepare and communicate project status updates and reporting for invested stakeholders, program/project sponsors and management that offer actionable insights

You will manage project actions and escalate issues when appropriate

You will manage relationships across delivery teams (Primarily other PMs, Product Managers and Product Owners)

You will be accountable for timely resolution of post-launch support issues for the projects you are assigned to

The position presents a great opportunity to showcase your talents and grow your capabilities!

Qualifications

You’re the missing piece of the puzzle

Ability to work and communicate effectively with various levels of leadership

Solid understanding of TELUS systems, tools and business processes used by the call centers

Ability to influence and negotiate with others and come to a sound resolution quickly

Strong decision making, problem solving skills and the ability to work independently

Reporting expertise across benefits realization and familiarity with business cases

Strong leadership experience with a proven ability to coach and mentor others

Advanced level of productivity tools such Docs, Sheets, Slides

Skilled at relationship building and collaboration

Highly motivated, creative and self-sufficient with ability to work successfully under pressure and in a continually changing environment

Working knowledge of projects lifecycle and methodology for both Agile and Waterfall

Expertise in both project management and business analysis principles and techniques

Ability to distil complex concepts and conflicting objectives into clear and concise requirements

Excellent communication skills including verbal, written, presentation, and facilitation to all levels including senior leadership

Demonstrate thought leadership in recommending next steps forward/actions to address

Demonstrate critical thinking and passion for driving strong results

Solid financial and quantitative skills

Experience managing capital projects

Great to haves

A university degree or equivalent work experience combined with other recognized education

PMP certification

Call center operations experience and telecommunications industry background are desired