Manager - Operations (Hybrid)

TELUS • Edmonton, AB

5d • Hybrid

About The Position

Part of the Customer Excellence & Field Solutions (CE&FS) organization, the Business Resource Excellence team empowers Canadian businesses to thrive in a digital world. We pair rigorous financial oversight with world class workforce planning, using advanced analytics, precise forecasting, and collaborative budgeting to turn our most valuable asset—time—into exceptional customer experiences. Relentless improvement and innovation drive everything we do; we never settle for the status quo.

You’re a strategic operator who thrives on understanding how things work—and then making them better. In this role, you'll lead the engine that matches technician supply to customer demand across Canada. You’ll collaborate with passionate teams from frontline employees to senior executives, ensuring that every customer appointment is met with the right skill at the right time while driving down cost to serve. Join us and be a key player in delivering outstanding service experiences and operational excellence.

Requirements

• 5+ years of leadership with proven track record anchored in Culture and Engagement
• Advanced expertise in workforce planning, forecasting, and cross departmental process improvement; able to mediate complex, high risk issues affecting customer experience and brand
• Proven capability to build and optimize integrated enterprise resource plans across multiple programs, leveraging data to right size capacity and spend
• Creative thinker who challenges the status quo; identifies and develops innovative planning solutions
• Strong analytical skills to evaluate new opportunities, build business cases, and drive implementation of technology and process change
• Strong proficiency in forecasting/analytics tooling (Excel at scale; BI dashboards; automation mindset) and comfort working with messy data to improve quality at source

Responsibilities

• Lead proactive and reactive workforce planning, scheduling and administration to ensure field service demand is met cost effectively and at scale
• Maintain 24/7 visibility on technician capacity and performance; monitor cycle times, operating costs and customer SLAs, driving corrective action when metrics deviate from targets
• Identify and mitigate resourcing risks, rapidly restore service levels following unplanned events, and continuously improve planning processes, tools, and data quality
• Act as the operational liaison for Product, Marketing, and Systems teams, ensuring new offers and major initiatives are fully supported by right sized, skilled workforce capacity
• Participate and guide implementation of new service introductions guaranteeing operational readiness
• Cultivate robust relationships with internal partners, vendors, and contractors to maximize flexibility, scalability, and cost efficiency
• Build a high performing team: clarify roles, set measurable objectives aligned to departmental goals, and develop talent through coaching and feedback

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed