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. By using our premier networks, technology and services, we are making homes and businesses safer and more convenient for our customers with creative products and service offerings. TELUS' National Security Enablement 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 Program Manager to successfully lead, transform, and execute key strategic and cross functional programs.About the National Security Enablement (NSE) 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 through offering the best customer and team member experience in Canada.
We are a team of dedicated professionals with the common goal of 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 career-shaping opportunity that will truly develop you into a business athlete by working in and across our end-to-end Smart Security and Automation business. We operate in an ambitious start-up environment and collaborate with teams across multiple functions including Marketing, Product & Service Development, Contact Centers, Field Technicians, Application System Development, and Technology Strategy. Together with members of these teams, you will lead programs and support operations across multiple customer segments including residential, small business, and commercial customers to deliver extraordinary customer experiences. This is a career shaping journey that will set you apart from many as you will play a critical role in building and growing a world class smart home automation business at TELUS. Your primary responsibility as a Senior Program Manager will be to lead top strategic post-acquisition programs to ensure the successful end-to-end integration of our valued customers and teams. Don't miss this opportunity to join a fast pace, high performing, entrepreneurial team.Here's how
As a Senior Program Manager on the National Security Enablement - Security Technology Migrations team, your primary responsibility will be to lead cross organizational integration programs to help us achieve and maximize synergistic values stemming from our acquisitions. You will ensure that we deliver on our business objectives while delivering a best-in-class customer experience.
Your key responsibilities include:
•Strategy development and execution of large scale programs and projects to integrate acquired customers and team members in consultation with stakeholders utilizing the TELUS fair process approach
•Delivery of major transformations across functional teams with excellent project management and chance management rigour
•Manage the priorities, risks and budgets of multi-faceted, large-scale projects that span across major TELUS frontline and internal facing business units
•Transforming the end-to-end customer service support model built to scale and support our ambitious growth targets
•Ensuring the alignment of all integration plans and tactics with the TELUS corporate, customer experience, and Smart Security and Automation strategic priorities
•In collaboration with the lead Post-Acquisition Director, support the business case formulation and successful acquisition of additional security companies by conducting due diligence on their overall operations and end-to-end business processes including customer acquisition and support processes, central alarm monitoring, guard response, and customer premise security equipment
•Responsible for meeting or exceeding the key strategic transformational and operational targets of your programs
•Apply expertise, insights and creativity to identify new growth opportunities and/or operational efficiencies
•Fostering and supporting a high-energy, results-oriented, inclusive work environment that encourages a culture that inspires everyone to give their best to our customers, to our community, to TELUS and ultimately to our shareholders Qualifications:You're the missing piece of the puzzle
•Minimum 8+ years' experience delivering complex transformation programs involving business process engineering, systems development and implementation, and change management in a service delivery environment
•Proven track record and experience leading multiple cross-functional business dimensions: e.g. customer care, technical support, field technician operations, systems deployment, information services, business intelligence, product development, marketing, supply chain, finance, legal etc.
•Unsatisfied with the status-quo and constantly on the lookout for industry best practices, technology trends, and customer experience opportunities to find and lead the next best transformation
•Experience working in a matrix structure using a network of departments to deliver end to end success
•Fantastic business advisor and operator possessing an analytical mindset while striking the right balance when making decisions / taking calculated risks with data vs. instincts
•Demonstrated track record of success delivering remarkable customer experiences at high levels of operational efficiency that are second to none
•Excellent program and change management knowledge, skills, and experience
•Excellent communication and storytelling skills, the ability to succinctly and clearly explain tactical plans, expectations and strategy to front line teams and managers, as well as to your peers and supporting executives
•Passion for working in a dynamic, high performance culture
•Innovative and excited about pioneering a new line of business for TELUS Great-to-haves
•MBA or university degree in business, economics, engineering, information management or equivalent experience
•Security certifications and licensing an asset
•Operational knowledge and leadership experience within the smart home security industry
•Agile, Lean Six Sigma and/or PMP certification A bit about us
Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. 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.
Management and Executive