WORK LOCATION: Remote, within Guatemala or El Salvador

JOB STATUS: Full-time, Permanent

WORK SCHEDULE: Business Core hours, flexibility required.

TRAVEL FLEXIBILITY: Up to 15% of the time.

Job Profile

Reporting directly to the Global Program Director, the Senior Manager of AI Program Management is responsible for the effective day to day running of a Global AI Expert Rating Program. This person will be a leader that will ensure the future success and development of the program. This person will ensure efficient and effective use of the available resources to ensure that the customer SLA’s for both operational metrics and quality metrics are met and exceeded through effective forecasting/planning and scheduling. Building and maintaining a very positive relationship with our client is paramount for this role. Interactions with our client on a daily basis is a key expectation of this role - staying aligned for day to day business, also strategizing for future development and expansion.

Responsibilities

• Represent Telus International daily on customer interactions

• Coordinate and manage the operational team, facilitate interdepartmental communication and allocate tasks and resources as needed

• Understand the client requirements to ensure long-term relationships are fostered and maintained

• Set SLA targets for both operations and quality to ensure the customers’ requirements are exceeded

• Leadership and organizational skills are required to develop periodic goals, to manage and motivate team members towards the goals set

• Ability to work independently and carry out activities that are large in scope, cross-functional and technically difficult while meeting client’s expectations

• Excellent communication and team management skills

• Strong problem solving, technical and analytical skills

• Coach and develop direct reports to ensure they deliver against the goals and objectives required to deliver superior customer service to our end customer with their teams in line with the strategic direction of the company

• Provide key reporting to the senior management team on a weekly/monthly basis that covers all key areas of the business

• Lead projects and change management to deliver smooth implementations and on-going delivery of services for customers 

• Work and drive continuous improvement initiatives with internal teams and with customer stakeholders

• Ability to work effectively with peers in both the same and different geographical locations

• Provide leadership for projects and change management to deliver smooth implementations and on-going delivery of services for customers

• Ensure the operation is working to continuously improve processes which can add value to the clients business and metrics

• Travel onsite to our US customer site and various Telus International locations as required

Competencies

• Strong management experience and proven leadership capability

• Key focus on people development

• Passionate about delivering exceptional customer service

• Excellent communication, influencing and presentation skills

• A proven track record in maintaining client relationships

• Ability to adapt and quickly adjust to change

• Comfortable to work in fast paced environment and interact with cross-functional teams

• Analytical skills

• Advanced Strategic Planning skills

• Ability to steer operational team to achieve key strategic goals

• Strong Financial acumen

• Proactive ownership and accountability

Qualifications

• Third level qualification and/or advanced in professional studies

• Availability to travel to the USA, in the case that applies, to be a US Visa holder.

• A minimum of 10 years’ experience in customer facing role at Management level

• Management certifications are a distinct advantage

• Experience in Data Annotation is a must

• Advance working knowledge of GSuite

Internal eligibility requirements:

• Manager sign off is required

• Minimum of 1 year as a TELUS International employee

• Minimum of 6 months in your current position or account.

• No active hints for success 

TELUS International Values:

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