CX AI Service Delivery Manager

The Opportunity

As a Manager, Delivery within our CXAI practice, you'll lead Forward Deployed Squads (FDS) partnering with
specific accounts and verticals — primarily within TELUS Digital's BPO and External client space. You'll work
closely with Solution Architects, Forward Deployed Engineers (AI Engineers, SWEs, and others), Product
Researchers, Designers, and other key team members to ideate, discover, build, and implement digital innovation
solutions within the CX Operations space for key accounts and verticals.
Your squad(s) will focus on the POC and Pilot stages, with the goal of identifying successful, scalable solutions —
whether that means scaling within the account you're working in, or identifying a broader transformation solution
that can extend to other CX clients or verticals globally.

Responsibilities

Lead multidisciplinary squads — Solution Architects, Forward Deployed Engineers, Product Researchers, Designers, and other key team members — driving discovery, ideation, and delivery of digital innovation solutions within CX Operations
Work closely with CX Operations leadership on discovery and ideation, and with TELUS Digital program leadership to align and execute on program- and company-wide initiatives
Own the POC-to-Pilot lifecycle for your squad(s), with a clear focus on identifying solutions that are successful and scalable within the account, and potentially across other CX clients or verticals
Be accountable for ensuring your squad(s) stay focused on measurable solutions, partnering with key cross-functional teams within the transformation and operations org to track metrics and scaling opportunities
Lean on deep client services experience to drive effective decision-making on complex issues of scope, design, architecture, and process
Deliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executives
Create, guide, and communicate the holistic (TELUS Digital, client, 3rd party) project plan and goals to create alignment and drive convergent implementation
Own weekly squad reporting, status decks, and related reporting cadences
Translate open-ended asks — from leadership, clients, or emerging needs — into a clear plan of action for your squad, without waiting for a fully scoped mandate
Leverage, where possible, existing software solutions — internal or external — that could solve for the problem space, or build on top of existing solutions rather than starting from scratch
Where applicable, leverage existing FueliX, TELUS Digital's internal AI product suite, as a foundation to implement or build upon
Identify and implement services with third-party partner product solutions where they're the right fit
Encourage sustainable flow for your team while focusing on key client objectives
Be flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and product
Client travel as needed. 10% travel annually
Engage directly with clients, managing account details, project scope, and relationship

Qualifications

7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, Team Lead, or Scrum Master in a client services business
Experience leading Fortune 500 custom software development projects, from discovery through UX design, implementation, and deployment
Demonstrated empathy, experience, and confidence in managing software projects with complex scope and with multiple external/client executive stakeholders
An experienced technical problem solver who can adeptly figure out how to address and communicate technical or process issues between systems (e.g., API issues vs. client-side, bug management issues, etc.)
Expert communicator who regularly runs workshops and structured meetings to align client stakeholder groups on enterprise business goals
A blend of business, user experience, and software project management acumen, with a mindset of motivating clients and 3rd party counterparts to be collaborative partners
Experience managing projects in which you mentor other product, development, design, and testing team members
Comfortable operating with ambiguity, driving digital transformation with AI in the absence of concrete
SOWs or fully-defined product requirements — and able to build that same comfort in the squad you lead
Professional or personal experience utilizing AI tools

Bonus Points

CX (Customer Experience) domain experience
AI transformation and innovation experience
Professional experience as a Project or Product Manager and Scrum Master from a major technology consultancy or agency
Participated in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projects
Certifications such as CSM, CSPO, PMP, SA, SPC, etc.

CX AI Delivery Manager