Basic Information

Ref Number

Req_00132092

Primary Location

Home Office - Mexico

Country

Mexico

Description and Requirements


As the Program Practice Leader, you will be responsible for defining, refining, and championing best practices within our program management framework. Your role will involve developing standardized methodologies, tools, and processes to optimize program delivery across the organization. You will serve as a thought leader, mentor, and coach, guiding project managers and teams in the application of these practices to drive efficiency, consistency, and excellence in program execution.

 


Key job responsibilities


  • Practice Development: Lead the development and refinement of program management methodologies, frameworks, and standards. Continuously assess industry trends, emerging practices, and organizational needs to enhance and evolve the program management practice.

  • Methodology Implementation: Develop and implement standardized program management methodologies, tools, and templates. Provide guidance and support to project managers and teams in adopting and applying these methodologies effectively.

  • Training and Development: Develop and deliver training programs, workshops, and resources to build program management capabilities across the organization. Provide coaching and mentorship to project managers and practitioners to enhance their skills and competencies.

  • Quality Assurance: Establish quality assurance processes and controls to ensure adherence to program management standards and best practices. Conduct audits, reviews, and assessments to monitor compliance and identify areas for improvement.

  • Knowledge Management: Develop and maintain a repository of program management artifacts, lessons learned, and best practices. Facilitate knowledge sharing and collaboration among project managers and teams to leverage collective expertise and experiences.

  • Performance Monitoring: Define key performance indicators (KPIs) and metrics to measure the effectiveness and impact of program management practices. Monitor performance data, analyze trends, and provide insights to drive continuous improvement.

  • Stakeholder Engagement: Engage with stakeholders at all levels of the organization to promote awareness, understanding, and adoption of program management best practices. Build strong relationships and influence stakeholders to support practice initiatives and objectives.

  • Continuous Improvement: Lead continuous improvement initiatives to enhance program management processes, tools, and capabilities. Solicit feedback, conduct post-mortem reviews, and implement lessons learned to drive efficiency and effectiveness.



Qualifications:


  • Bachelor's degree in Business Administration, Project Management, or related field. Master’s degree or relevant certifications (e.g., PMP) preferred.

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

  • Extensive experience in program management, with a focus on methodology development, implementation, and practice leadership.

  • Proven track record of success in driving organizational change and building high-performing teams.

  • Strong knowledge of program management methodologies, frameworks, and best practices (e.g., Agile, Lean).

  • Excellent communication, presentation, and facilitation skills, with the ability to influence and inspire others.

  • Demonstrated ability to develop and deliver training programs and resources to build organizational capabilities.

  • Strategic thinking, analytical mindset, and problem-solving skills to drive continuous improvement and innovation.

  • Proficiency in program management tools and software platforms.

  • Ability to work effectively in a dynamic, fast-paced environment with competing priorities and tight deadlines.


 

We are looking for dynamic people who can join our team and be part of our growing company. 


Some of our benefits and perks for you: 

  1. Educational support: Udemy for Business 

  2. "Work-life balance" culture and flexible schedule

  3. Employee Stock Purchase Plan (ESPP)

  4. Support global projects in a multicultural environment

Additional Job Description

As the Program Practice Leader, you will be responsible for defining, refining, and championing best practices within our program management framework. Your role will involve developing standardized methodologies, tools, and processes to optimize program delivery across the organization. You will serve as a thought leader, mentor, and coach, guiding project managers and teams in the application of these practices to drive efficiency, consistency, and excellence in program execution.


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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