Manager, Delivery

Manager, Delivery - CX TransformationWelcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.Location and FlexibilityOur Manager, Delivery, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.The OpportunityAs a Manager, Delivery - CX Transformation, you'll be a key member of our leadership team, working closely with Engineering Managers and Product Managers. Your primary responsibility will be leading multidisciplinary project teams to deliver high-quality solutions for our clients. Together, you'll establish and grow partnerships with clients to deliver world-class products.ResponsibilitiesDrive product delivery, leading the creation of products that are critical to our clients' businessesLean on your deep delivery experience to drive effective decision-making on complex issues of scope, design, architecture, and processDeliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executivesCreate, guide, and communicate the holistic (TELUS Digital, client, third party) project plan and goals to create alignment and drive convergent implementationManage capital budget and financials to ensure accuracy, compliance, and inform smart investment decision-making and business case developmentBe flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and productEncourage and lead an engaging team environment, celebrating wins and capitalizing on learningsEngage directly with clients, managing the account details, project scope, and relationshipQualifications7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, or Team LeadExperience leading custom software development projects from discovery through UX design, implementation, and deployment, including the build and delivery of successful contact center technology and web applications for a high volume of usersDemonstrated empathy, experience, and confidence in managing software projects with complex scope and with multiple client executive stakeholdersAn 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, and triage)Expert communicator who regularly runs workshops and structured meetings to align client stakeholder groups on enterprise business goalsYou have a blend of business, user experience, and software project management acumen, and a mindset of motivating clients and third-party counterparts to be collaborative partnersYou've managed projects in which you mentor other product, development, design, and testing team membersProfessional or personal experience utilizing AI toolsBonus PointsProfessional experience as a Project or Product Manager and Scrum Master from a major technology consultancy or agencyYou've taken part in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projectsCertifications such as CSM, CSPO, PMP, SA, SPC, etc.Equal Opportunity EmployerAt 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 applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.#LI-hybridWhat We'll OfferIn addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)Life & Disability Insurance401K matchingFlexible paid time off & paid company holidaysParental LeaveEmployee Share Purchase PlanEmployee Assistance Program (EAP)And moreIndividual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, WillowTree conducts regular compensation audits.USA Pay Range$100,000 - $160,000 USD