Manager, Delivery - Forward Deployed Squads (CXAI)

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
• Ensure 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
• Drive effective decision-making on complex issues of scope, design, architecture, and process
• 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
• 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

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