Senior Project Manager | Customer Experience Evolution – Security Technology Migrations – Virtual

Description

Ready to grow a new business and transform an entire industry?

Join Our Team

Peace of mind matters to our customers, so it matters to us. Using our premier networks, technology, and services, we make homes and businesses safer and more convenient for our customers with creative products and service offerings. TELUS’ Customer Experience Evolution team brings the power of smart technology to life for our residential and business customers. As we grow, we will continually strive to improve – and we are seeking an inspiring and forward-thinking Senior Project Manager to successfully lead, transform, and execute key strategic and cross-functional programs.

About the Customer Experience Evolution (CEE) team:

We are an engaged and high-performing team dedicated to helping TELUS become the largest and best security and automation company by driving exceptional growth by offering the best customer and team member experience in Canada.

We are a team of dedicated professionals transforming the security and automation business within a supportive and goal-oriented environment.

Here’s the impact you’ll make and what we’ll accomplish together

This is a transformative career opportunity designed to cultivate your skills as a business athlete by engaging in our comprehensive Smart Security and Automation business. You will thrive in a dynamic start-up environment, collaborating with diverse teams across Marketing, Product & Service Development, Contact Centers, Field Technicians, and Technology Strategy. In partnership with these teams, you will spearhead key project streams and support operations across various customer segments. This journey will distinguish you in your career, as you play a pivotal role in building and expanding a world-class smart home automation business at TELUS.

What you’ll do

As a Senior Project Manager on the Customer Experience Evolution – Security Technology Migrations team, you will oversee key strategic post-acquisition programs to ensure the seamless end-to-end integration of our valued customers and operations. Seize this opportunity to join a dynamic, high-performing, and entrepreneurial team.

Here’s how

Your primary responsibility will be to lead cross-organizational integration programs aimed at maximizing the value derived from acquired companies. You will ensure that we achieve our business objectives while continuously enhancing our best-in-class customer experience.

Your key responsibilities include:

• Lead major transformational projects to support the integration of systems and operations from acquired companies, with a focus on customer account migration
• Collaborate closely with acquired companies to understand the customer journey and facilitate a smooth transition through integration initiatives
• Partner with business and systems teams to define clear requirements and manage risks, ensuring adherence to project schedule, scope, and budget
• Present key decision points and facilitate discussions at the executive level
• Provide thought leadership by addressing complex problem statements and fostering strong engagement across all segments of the organization
• Actively participate in evolving the end-to-end customer service support model
• Promote a high-energy, results-oriented, and inclusive work environment by collaborating with peers across the organization and mentoring junior team members
• Leverage expertise, insights, and creativity to identify new growth opportunities and operational efficiencies

Qualifications

You’re the missing piece of the puzzle

• Minimum of 5+ years of experience delivering complex transformation programs across cross-functional business areas
• Demonstrated problem-solving, strategic, and analytical capabilities with a proven track record of setting and achieving key metrics
• Extensive knowledge, skills, and experience in program and change management
• Exceptional verbal and written communication skills, with the ability to clearly and succinctly convey tactical plans, expectations, and strategy to frontline teams, managers, peers, and support executives
• Passion for working in a dynamic, high-performance culture
• A proactive approach, constantly seeking industry best practices, technology trends, and customer experience opportunities to identify and lead the next transformative initiative

Great-to-haves

• Certifications in performance improvement and/or project management methodologies and practices e.g. Lean Six Sigma, Project Management Professional (PMP)
• Knowledge and experience in the security industry is an asset, particularly as it relates to product and technology knowledge
• Comparable integration experience in migrating customers onto a new service support model and/or technologies 
• MBA or university degree in business, economics, engineering, information management, or equivalent experience

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