CX AI Delivery Manager

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.