Manager, Delivery - Forward Deployed Squads (CXAI)

Job description

WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. LOCATION & FLEXIBILITY Our 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 Charlottesville, VA, Columbus, OH, Boston, MA, or Durham, NC. THE OPPORTUNITY As 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. EQUAL OPPORTUNITY EMPLOYER At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy https://jobs.telusdigital.com/pages/applicant-privacy-notice.