Executive leader transforming ABC Fitness's Customer Support leveraging AI and new operational strategies. Responsible for driving enterprise - wide change and overseeing customer experience enhancements.
About the role
- Senior Manager leading digital customer experience and AI transformation initiatives at TELUS Digital. Overseeing complex delivery programs and driving strategic client partnerships.
Responsibilities
- Partner with Architects, CX Strategists, Operation Leaders, and Delivery teams to plan, design, and implement AI-driven solutions that enable meaningful digital and operational transformation.
- Build, lead, and scale high-performing, cross-functional squads focused on identifying and delivering opportunities that improve core CX and operational KPIs, drive revenue growth, and reduce cost across client operations.
- Own delivery excellence across engagements by maintaining strong, consistent communication with project and squad leaders, ensuring progress against milestones, high-quality execution, client satisfaction, and long-term account growth.
- Provide senior technical leadership by guiding strategic decisions across architecture, integration, data, and AI, and by evaluating solution trade-offs in service of durable, high-impact client outcomes.
- Apply deep client-services judgment to resolve complex challenges related to scope, design, architecture, delivery approach, and operating models in enterprise environments.
- Deliver clear, tailored communication to engineering teams, product and marketing partners, operational leaders, and executive stakeholders.
- Create, own, and communicate holistic delivery plans that align teams around shared goals, timelines, and success metrics, driving coordinated and convergent execution.
- Oversee the formation, allocation, and scaling of project teams, proactively identifying resourcing needs and growth opportunities as engagements evolve.
- Lead, mentor, and develop globally distributed teams and leaders across multiple disciplines, fostering strong collaboration, accountability, and technical excellence.
- Promote sustainable delivery practices that balance team health with a strong focus on achieving client objectives and measurable business outcomes.
Requirements
- 10+ years of experience in Data & AI and/or software engineering
- Experience leading large-scale AI and/or CX transformation initiatives spanning data, AI, and software, from discovery and solution design through delivery and value realization.
- Proven success leading large, globally distributed, multi-disciplinary teams across engineering, data, AI, and CX functions.
- Strong understanding of Generative AI and its enterprise applications, with the ability to assess fit, articulate trade-offs, and link initiatives to measurable ROI and business outcomes.
- Demonstrated ability to lead complex programs with multi-layered scope, engaging confidently and empathetically with senior client stakeholders and executive sponsors.
- Experienced technical problem-solving experience across CX ecosystems, including CCaaS, CRM, WFM, and integration platforms, with the ability to communicate issues clearly across teams.
- Exceptional communication and facilitation skills, including leading executive workshops and structured alignment sessions around enterprise goals and delivery plans.
- Fluency in spoken and written English.
Benefits
- 20% annual bonus, subject to the terms and conditions of the annual plan design
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Bilingual AI Training & Business Transformation Specialist teaching AI training sessions for students and employers. Leading facilitation of hands - on AI projects and coaching in a remote setting.
AI Consultant/Freelancer supporting two AI pilots for learning programs at Venture for Canada. Providing strategic AI guidance and implementation support in a nonprofit context.
Senior Business Consultant focusing on AI solutions for digital transformation. Leading consulting projects to optimize business processes and drive adoption of NICE software solutions.
Director of Data and AI Enablement overseeing data engineering and AI capabilities at Pratt & Whitney. Responsible for ensuring secure and reliable data across the enterprise.
AI Operator at saas.group transforming team workflows using AI tools and orchestrations for productivity enhancements. Working remotely, embedding with teams to optimize processes.
Director AI for Defense Canada leading Safran.AI’s operations in the Canadian Defense & Intelligence market. Cultivating relationships with key stakeholders and ensuring alignment with the defense ecosystem.
Artificial Intelligence Strategy Practice Leader driving AI strategic initiatives and collaborations for clients. Engaging with team and delivering AI solutions while overseeing projects and ensuring expectations are met.
FinOps Analyst focusing on cost governance for AI solutions in a cloud environment. Joining a team dedicated to optimizing resources and financial impacts in a hybrid setup.
AI Program Associate developing future artificial intelligence leaders and contributing to data science initiatives at Manulife. Gain hands - on experience with AI and machine learning projects.