Learning & Development - General Team Leader
Top Benefits
About the role
Description
Partner Relations Specialist
About TELUS Digital
TELUS Digital is at the forefront of digital innovation, focusing on customer-centric solutions and leveraging cutting-edge technologies. We prioritize agile thinking, spirited teamwork, and a culture that puts customers and communities first. Our environment encourages bold thinking and calculated risk-taking, providing team members with the resources needed to drive significant change.
Role Overview:
The Partner Relations Specialist within the Global Care Operations Excellence team is a strategic individual contributor responsible for bridging the gap between operational performance and excellence. You will work directly with leadership to transform data into action, ensuring our front-line teams are equipped to provide world-class service while adhering to core ethical principles.
Key Responsibilities:
AI Enablement & Copilot Governance: Lead the operational adoption and governance of Copilot across Lines of Business by partnering with Operations, AI Engineers, and Enablement teams to identify performance improvement opportunities, prioritize and validate enhancements, and ensure AI-enabled solutions drive measurable improvements in agent performance, quality, coachability, and customer outcomes. Operational Performance Strategy: Partner directly with operations leadership to analyze complex performance data. Implement targeted strategies designed to improve critical key metrics, including resolution rates, sales conversion, and repeat call rates. Talent Development & Coaching: Collaborate with operations managers to co-develop and execute coaching and development plans. These plans will focus on closing agent skill gaps identified through PSO-driven performance analysis. Quality & Ethics Advocacy: Champion and enforce service quality standards through regular call calibrations. Provide actionable feedback to teams and ensure strict adherence to core principles such as ethical sales and the "Promise Made, Promise Kept" commitment fulfillment framework. Strategic Liaison: Serve as the primary link between front-line operations and support teams. Translate Voice of the Customer (VOC) and Voice of the Agent (VOA) insights into concrete recommendations for marketing and process improvement initiatives. Go-To-Market (GTM) Leadership: Act as the operational lead for GTM strategies. Collaborate on the launch of new products and services to ensure front-line readiness, clear communication channels, and successful execution.
Required Qualifications & Skills:
Experience: Proven experience in operations management, partner relations, or a performance-focused analyst role. Data Proficiency: Ability to analyze performance metrics and translate them into actionable operational strategies. Leadership & Communication: Exceptional stakeholder management skills with the ability to facilitate communication between technical teams and executive leadership. Agile Mindset: Ability to thrive in a fast-paced, high-growth environment that prioritizes digital transformation. Customer Centricity: A deep commitment to the "customer first" philosophy and ethical business practices. Product Knowledge: Strong knowledge of the FFH Care line of business is required; previous experience with Mobility is considered an asset.
What We Offer:
Opportunity to work on cutting-edge digital transformation projects. A collaborative and innovative work environment that fosters spirited teamwork. Continuous learning and professional development opportunities. Competitive salary and a flexible benefits package (Team TELUS Flex Benefits). A chance to make a significant impact on customer experiences and global business operations.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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Similar Jobs
Learning & Development - General Team Leader
Top Benefits
About the role
Description
Partner Relations Specialist
About TELUS Digital
TELUS Digital is at the forefront of digital innovation, focusing on customer-centric solutions and leveraging cutting-edge technologies. We prioritize agile thinking, spirited teamwork, and a culture that puts customers and communities first. Our environment encourages bold thinking and calculated risk-taking, providing team members with the resources needed to drive significant change.
Role Overview:
The Partner Relations Specialist within the Global Care Operations Excellence team is a strategic individual contributor responsible for bridging the gap between operational performance and excellence. You will work directly with leadership to transform data into action, ensuring our front-line teams are equipped to provide world-class service while adhering to core ethical principles.
Key Responsibilities:
AI Enablement & Copilot Governance: Lead the operational adoption and governance of Copilot across Lines of Business by partnering with Operations, AI Engineers, and Enablement teams to identify performance improvement opportunities, prioritize and validate enhancements, and ensure AI-enabled solutions drive measurable improvements in agent performance, quality, coachability, and customer outcomes. Operational Performance Strategy: Partner directly with operations leadership to analyze complex performance data. Implement targeted strategies designed to improve critical key metrics, including resolution rates, sales conversion, and repeat call rates. Talent Development & Coaching: Collaborate with operations managers to co-develop and execute coaching and development plans. These plans will focus on closing agent skill gaps identified through PSO-driven performance analysis. Quality & Ethics Advocacy: Champion and enforce service quality standards through regular call calibrations. Provide actionable feedback to teams and ensure strict adherence to core principles such as ethical sales and the "Promise Made, Promise Kept" commitment fulfillment framework. Strategic Liaison: Serve as the primary link between front-line operations and support teams. Translate Voice of the Customer (VOC) and Voice of the Agent (VOA) insights into concrete recommendations for marketing and process improvement initiatives. Go-To-Market (GTM) Leadership: Act as the operational lead for GTM strategies. Collaborate on the launch of new products and services to ensure front-line readiness, clear communication channels, and successful execution.
Required Qualifications & Skills:
Experience: Proven experience in operations management, partner relations, or a performance-focused analyst role. Data Proficiency: Ability to analyze performance metrics and translate them into actionable operational strategies. Leadership & Communication: Exceptional stakeholder management skills with the ability to facilitate communication between technical teams and executive leadership. Agile Mindset: Ability to thrive in a fast-paced, high-growth environment that prioritizes digital transformation. Customer Centricity: A deep commitment to the "customer first" philosophy and ethical business practices. Product Knowledge: Strong knowledge of the FFH Care line of business is required; previous experience with Mobility is considered an asset.
What We Offer:
Opportunity to work on cutting-edge digital transformation projects. A collaborative and innovative work environment that fosters spirited teamwork. Continuous learning and professional development opportunities. Competitive salary and a flexible benefits package (Team TELUS Flex Benefits). A chance to make a significant impact on customer experiences and global business operations.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Back to previous page