Strategy Manager, GTM Adoption & Operations - SMB AI Transformation

TELUS•Toronto, ON

5d•Remote

About The Position

The SMB Agentic AI Sales Team is building the underlying architecture for durable, scalable AI-enabled workflows across TELUS SMB. This team consists of cross-functional product builders, data scientists, engineers, and operations leaders working in agile two-week sprints with radical transparency, clear decision-making, and a bias toward shipping. The Strategy Manager, GTM Adoption & Change Operations is the operational executor of process change, ensuring that when new AI tools are ready to ship, the operational changes actually stick across Product, Pricing, Marketing, and Sales teams. This role involves understanding existing workflows, identifying blockers, escalating decisions, and translating strategic decisions into operational reality. The goal is to ensure that tools create value by changing the processes around them, making those changes documented, adhered to, and enduring.

Requirements

3+ years of hands-on experience in at least one of the following: Process redesign and workflow optimization, Change management in cross-functional environments, Go-to-market operations or program/project management.
Proven ability to influence cross-functional peers without direct authority, with specific examples of leading initiatives across organizational boundaries.
Exceptional written communication skills, demonstrated by the ability to write clear, actionable playbooks, runbooks, and process documentation.
Process and systems thinking, with the ability to think in workflows and systems and figure out how to make operational changes stick.
Comfort with ambiguity and pragmatism, balancing speed with rigor.
Curiosity about how people actually work, with the ability to observe workflows, identify breakdowns, and flag patterns early.

Nice To Haves

Familiarity with Agile/Scrum practices and sprint-based delivery.
Experience with process mapping and documentation tools.
Background in incident management or operational runbook development.
Experience in Sales Operations, GTM, or product launch environments.

Responsibilities

Own adoption execution across all impacted teams when new AI tools ship, ensuring operational changes stick.
Map existing and future state workflows with new tools, identify necessary process changes, and ensure adherence to new ways of working.
Act as the day-to-day integration point between the innovation team and functions impacted by the tool (Product, Customer Marketing, GTM, Pricing, Sales) to coordinate process alignment.
Own the rhythm of process definition and alignment, including weekly syncs, process documentation, and dependency tracking.
Surface process change blockers and escalate appropriately.
Write incident playbooks before go-live, outlining potential issues, on-call responsibilities, and workarounds.
Triage post-launch blockers, determining if they are adoption/training issues, product issues, or ops issues, and unblocking as necessary.
Escalate complex decisions to leadership.
Manage communications across impacted teams regarding process changes (what, why, when).
Monitor process adherence post-launch and surface blockers.
Capture learnings on what works, what breaks, and new use cases, documenting and routing this information appropriately.
Act as the feedback mechanism between user teams and the building team to drive continuous improvement.