Basic Information

Ref Number

Req_00131703

Primary Location

Home Office - Costa Rica

Country

Costa Rica

Description and Requirements

As a Program Leader, you will spearhead the strategic planning, execution, and oversight of a portfolio of projects aimed at achieving organizational objectives. This role demands a seasoned professional who can navigate complex initiatives, foster collaboration among diverse teams, and drive innovation while ensuring alignment with business goals. You will be instrumental in orchestrating resources, managing risks, and delivering sustainable results within a dynamic environment.

 


Key job responsibilities


  • Strategic Planning: Develop a comprehensive program strategy aligned with the organization's vision and goals. Identify key initiatives, prioritize projects, and establish clear objectives and performance metrics.

  • Project Oversight: Provide leadership and direction to project managers and teams throughout the project lifecycle. Monitor progress, resolve issues, and ensure adherence to timelines, budgets, and quality standards.

  • Stakeholder Management: Cultivate strong relationships with stakeholders, including executives, sponsors, and team members. Facilitate communication, manage expectations, and solicit feedback to ensure alignment and support for program initiatives.

  • Resource Allocation: Optimize the allocation of resources, including personnel, budget, and technology, to support program goals. Identify resource gaps, implement contingency plans, and drive efficiency to maximize productivity and minimize risks.

  • Risk Management: Anticipate and mitigate program risks by implementing robust risk management processes and mitigation strategies. Proactively identify potential obstacles, develop contingency plans, and escalate issues as needed to ensure timely resolution.

  • Quality Assurance: Establish and enforce quality standards, best practices, and governance frameworks across all program activities. Conduct regular reviews, audits, and assessments to monitor performance and drive continuous improvement.

  • Change Management: Champion a culture of innovation, adaptability, and continuous improvement within the program and across the organization. Drive change initiatives, promote adoption of new processes and technologies, and foster a growth mindset among team members.

  • Reporting and Analysis: Prepare regular status reports, dashboards, and presentations for executive leadership and stakeholders. Analyze program performance, identify trends, and provide insights to inform decision-making and course corrections as needed.



Qualifications 


  • Bachelor's degree in Business Administration, Project Management, or related field. Master’s degree or PMP certification is a plus.

  • Proven experience working with Amazon Connect - is a must.

  • Proven track record of success in program management, with extensive experience leading complex initiatives in a corporate or enterprise setting.

  • Exceptional leadership and communication skills, with the ability to inspire, influence, and motivate cross-functional teams.

  • Strong strategic thinking and analytical abilities, with a focus on driving results and delivering value to the organization.

  • Proficiency in project management methodologies, tools, and software platforms.

  • Demonstrated expertise in stakeholder management, change management, and risk mitigation.

  • Experience in budget management, financial analysis, and resource planning.

  • Ability to thrive in a fast-paced, dynamic environment with shifting priorities and tight deadlines.


Some of our benefits and perks for you: 
  • Educational support: Udemy for Business 
  • "Work-life balance" culture and flexible schedule
  • Employee Stock Purchase Plan (ESPP)
  • Support global projects in a multicultural environment 



Additional Job Description

As a Program Leader, you will spearhead the strategic planning, execution, and oversight of a portfolio of projects aimed at achieving organizational objectives. This role demands a seasoned professional who can navigate complex initiatives, foster collaboration among diverse teams, and drive innovation while ensuring alignment with business goals. You will be instrumental in orchestrating resources, managing risks, and delivering sustainable results within a dynamic environment.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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