Basic Information

Ref number


Primary Location

Las Vegas

Additional Locations

AFI Building 3, AFI Building 4-5, Araneta, Austin, Capital Trade Center, Cascadas, Craiova, Folsom - Parkshore Drive, Iloilo, Infinity Tower, Market! Market!, McKinley, McKinley West, Merliot, Pradera West, TELUS Tower, Torre Pradera, Xela

Description and Requirements

Position Overview:

Reporting to the Vice President of Operations for TELUS International-US, the Operations Director position is responsible for leading our Las Vegas Operations. Providing an inspired sense of leadership to a large matrixed and non-matrixed team which includes Senior Managers, HR, Finance, IT, Facilities and Contact Center Professionals. As the most senior operations leader in Nevada, this role provides significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management, and program management. The Operations Director ensures operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc.


Specific Responsibilities May Include:

  • Maintaining high levels of morale and productivity through leading by example, mirroring the TELUS values, and creating an inspired sense of purpose by communicating our mission, vision and competencies

  • Establishing open communication about corporate performance, morale, rewards, incentives, succession planning with internal team members

  • Collaborating with other operations executives to anticipate the needs of the clients and act proactively on their requirements

  • Leading business and financial reviews to ensure key metrics and service level agreements are met

  • Supporting business review presentations for TELUS International and implementing action plans resulting from these reviews

  • Acting as overall Operations prime: monitoring performance, and ensuring profitability and efficiency are maintained and / or improved for ourselves and our clients

  • Developing effective relationships with clients; serving as a key point of contact for escalations

  • Reporting grievances or escalations to the executive team, as needed

  • Ensuring proper budgeting, forecasting, and planning and delivery take place.  Managing overall P&L and financial metrics for the Las Vegas site


Required Experience, Skills & Competencies:

  • 10+ years experience in contact center operations

  • 10+ years experience in business process outsourcing would be a definite asset

  • 10+ years experience in a customer facing sales and/or sales support roles

  • 10+ years experience managing large, complex budgets

  • 10+ years experience providing inspired leadership to matrixed and non-matrixed teams

  • Cross cultural agility – ability to partner with international peers and leaders working within multiple countries and various disciplines

  • Strong relationship building skills with leader, peers, direct reports, and customers

  • Strong written and verbal communication skills

  • The successful candidate must live in Las Vegas or be willing to relocate to Las Vegas (reasonable relocation and VISA support expenses to be covered by TI)

  • Willingness and ability to travel domestically and internationally occasionally as required

  • Post secondary education in business and commerce would be a definite asset


TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

  • We embrace change and initiate opportunity 

  • We have a passion for growth 

  • We believe in spirited teamwork 

  • We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.   

Additional Job Description

The Operations Director position is responsible for leading our Las Vegas Operations. Ensures operations, performance, and financial targets are met or surpassed for all programs in the site.

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