Operations Manager, Onsite Data Collection

TELUS Digital

8d•$101,600 - $152,400•Remote

About The Position

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS. They design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team, they offer end-to-end expertise across various service areas including Digital Product Consulting, Data & AI, Strategy Consulting, and more. They enable seamless, trusted, and digitally powered experiences for customers, backed by the secure infrastructure of their parent company.

Requirements

3–5+ years managing global or large-scale onsite/field operations programs supporting Data Collection, User Research, Clinical Research, Machine Learning or a similar environment/domain.
Bachelor's degree in Business, Engineering, Operations, or a related field; relevant experience accepted in place of formal education.
Proven success leading cross-functional teams (Operations, TA, Legal, Finance) and driving high-stakes program delivery.
Prior client-facing program or account management experience required.
Familiarity with program/project management methodologies such as PRINCE2, PMI, or similar preferred.
Translates complex client and technical requirements into scalable, executable delivery models.
Strong financial ownership: forecasting, P&L management, invoicing, and budget accountability.
Manages high-risk, high-volume onsite and in-the-wild environments effectively, including safety and compliance considerations.
Enables cross-functional alignment and speed across Operations, TA, Legal, Finance, and Quality.
Strong stakeholder management and customer-centric mindset; builds trust and alignment across global, distributed teams.
Structured, results-oriented approach to planning, monitoring, and control; confidently manages escalations and executes contingency plans.
Comfortable presenting performance, financials, and risk to both client and internal leadership audiences.

Responsibilities

Own overall program performance, including financial health (forecasting, P&L, invoicing), delivery success, and client satisfaction.
Serve as the primary point of contact and escalation point for operational and client challenges, leading regular client syncs and on-site or virtual business reviews (weekly/quarterly).
Drive consistent reporting through weekly status updates, dashboards, and progress reviews to internal leadership and client stakeholders.
Lead and develop project teams with direct people management responsibility, monitoring performance metrics and productivity across teams and addressing gaps through coaching and development.
Collaborate with Legal and Liability to ensure onsite and in-the-wild collection activities meet compliance, safety, and insurance standards.
Work with Talent Acquisition to define hiring strategy and job profiles for collectors, including hybrid full-time, part-time (FTC/PTC), and crowd-based staffing models.
Guide execution strategy across staffing, vendor engagement, equipment, and day-to-day operations.
Evaluate and deploy the right mix of staffing models — full-time collectors, part-time collectors, and crowd-based resourcing — to match program scale, coverage needs, and cost targets.
Lead Project Managers to ensure timelines, budgets, and milestones are met across both facility-based and field collection workstreams.
Support facility sourcing, setup, and readiness for onsite data collection, and own logistics for in-the-wild collection sites.
Oversee procurement strategy for equipment and staffing to match approved program scope.
Support the launch of new workstreams and oversee integration of third-party contributions into the overall delivery model.
Proactively identify and mitigate delivery risks, recommending interventions or contingency plans to close gaps or resolve quality and yield issues before they affect the client.
Align Operations, Talent Acquisition, Legal, Finance, Quality, and vendors around a single delivery plan.
Partner closely with the client — translating their requirements on approach, calibration, and equipment into staffing plans, timelines, and budgets, and ensuring field execution reflects the agreed technical standard.
Ensure alignment between execution and financial expectations, and drive clear communication across stakeholders for accountability.
Contribute to strategic planning with the client account and broader leadership team, identifying opportunities to scale the data collection delivery model to new accounts and programs.