Job Title

Sr. Director - Global Operations (Enable TELUS)Reporting to the Vice President of Global Operations, the Sr. Director is responsible for leadingteam members to deliver on operational excellence globally. The Sr. Director plays a pivotal role indeveloping and executing operational activities that align with the broader organizational priorities.Operational activities include driving customer service excellence, customer loyalty and sales,agent experience, operational efficiency and service productivity, coaching and performancemanagement, continuous improvement and more.The Sr. Director acts as an ambassador for TELUS Digital with ample opportunity and influencedecisions at senior executive levels. The successful candidate is responsible for all global contactcenter support across the wireline, wireless and smart home operations for customer care, salesthrough service, technical support, retention and back office.The Sr. Director is fully accountable for the strategy, performance and outcomes within globaloperations:1. Leadership - Leads a diverse team of operations leaders across multiple global regions andfunctions to deliver on customer service and performance excellence. Responsible for drivingaccountability and elevating performance among global site leaders as well as removingbarriers to effective execution.2. Primary Point of Client Relationship - Act as the primary point of client engagement,maintaining effective relationships globally, acknowledging opportunities, concerns andescalations. Accountable for maintaining open and honest communication regarding allaspects of performance, as well as anticipating the needs of the client proactively.3. Performance & Outcome-oriented Action Plans - Meet client budgetary commitments whilstmaximizing service profitability through a programmatic approach to performance delivery andaction plans that (a) resolve customer concern on first contact, (b) retain revenue from existingcustomers through “same for more” or “more for more” outcomes, (c) accelerate new sales, (d)inoculate 1P households through cross sell across our entire suite of products and services, (e)ensure operational rigour through simplification and operational excellence, and (f) providecorrective actions and solutions where performance outcomes are not being met.4. Customers First - Rally the global operations team across all levels around our commitmentto putting customers first.5. Technology & Innovation - Champion of Digital / AI tools and systems, ensuring (a) agentexperience solutions are inherently agent first by design, (b) benefits are clearly articulated andunderstood, (c) adoption to drive operational productivity.6. Internal Stakeholders - Build strong relationships within TELUS Digital and work closely withthe Global Operations and Enablement teams to align priorities to achieve the best outcome.What you will bringKey Skills and Experience:● Track record of successfully leading in-house or outsourced customer service teams, with 10years of progressive experience, 5+ years leading multiple locations and lines of business● Deep knowledge of customer service, contact centre operations, performance metrics and bestpractices in scaling B2C● Deep knowledge and experience in the Canadian telecom industry● Strong communications – effective listening, storytelling, presenting● Inspirational leadership with demonstrated ability to galvanize, coach and develop teammembers, from frontline to senior level, in a matrixed organization● Proven ability to successfully lead large teams of people, from frontline to senior level incomplex service and value generating operational teams● Executing on major transformational programs● Problem solving and process orientation● Strong financial and business acumen● Familiarity with contact centre technologies (eg. CCaaS, AI)● Bachelor degree in a relevant discipline, MBA or graduate degree a plus● Flexibility to travel internationallyKey Values:● Leadership courage to try new ideas, make tough decisions balanced with an ability to sortthrough noise and determine the key opportunities● Ability to listen to, empathize with and connect with all stakeholders from frontline through to alllevels of executive leadership internally and with clients● Strong emotional intelligence and resilience● Ability to inspire a large international customer facing front line and leadership team● Ability to thrive in ambiguity (AI and digital change, systems changes, human behaviours)● Ability to work collaboratively with internal partners and external partners (clients)● Perseverance given changes won’t happen overnight but rather over quarters and years● A process orientation and problem solving ability