Director-Customer Solutions Delivery - Greater Toronto Area

Director-Customer Solutions Delivery - Greater Toronto Area

Location: Toronto, ON, CA

Status: Full Time

Schedule: Regular

Our team and what we’ll accomplish together

At TELUS, our Customer Solutions Delivery (CSD) team is dedicated to creating a connected world where our customers thrive. With a nationwide presence, we install, maintain, and support TV, Internet, Home Phone, and SmartHome and Custom Home Security services leveraging our cutting-edge PureFibre, Wireless, and Copper networks to drive growth and innovation.

As the face of TELUS, our technicians provide exceptional service and personalized recommendations, ensuring customers get the most out of our evolving products. As a senior leader within CSD, the Director will oversee regional field operations with a $25-40 Million annual budget, leading teams that enhance service delivery, strengthen TELUS’s community presence, and drive business success.

What you’ll do

Community Engagement & Advocacy

• Support localized execution of our national go to market plans while representing TELUS in communities across Canada.
• Participate in community boards, activities, and events to strengthen TELUS’s presence and advocate for customer needs.

Leadership & Team Development

• Lead, coach, and develop a team of Community & Service Excellence Managers and Technicians, fostering a high-performance, safety-first culture.
• Build a strong talent pipeline, ensuring diversity and inclusion reflect the communities we serve.
• Drive a culture of accountability and continuous performance management, ensuring teams meet operational and service excellence goals.

Strategic Growth & Competitive Positioning

• Drive market share growth for Custom Home security, developing strategies to outperform competitors.
• Represent TELUS Field Operations nationally, enhancing brand recognition and positioning TELUS for long-term success.
• Partner with marketing teams to create and execute master community plans that leverage TELUS’ market leadership to drive adoption and penetration.

Operational & Business Performance

• Oversee national profit and loss (P&L), ensuring financial targets, performance KPIs, and customer satisfaction metrics are met.
• Manage critical outages and service disruptions, leading response efforts to restore service quickly while communicating with key stakeholders.
• Partner with the National Resource Strategy team to maximize workforce availability and productivity, ensuring the best possible customer experience.

Travel Requirement: The successful candidate will dedicate approximately 20% of their time to travel, encompassing both regional and national commitments.

What you bring

Leadership & Experience

• Degree in Management, Business, or a related Technology field (Masters or MBA preferred).
• 10+ years of leadership experience in customer service, sales, or service delivery, with a proven ability to build and lead high-performing matrix teams.
• Experience leading geographically dispersed teams while fostering a culture of safety, innovation, collaboration, and accountability.
• Track record of managing multi-million-dollar budgets, with direct P&L accountability and a focus on driving financial and operational performance.

Strategic & Business Acumen

• Deep business and financial expertise, including operational leadership, budget management, and performance optimization.
• Enterprise-level strategic thinking, with the ability to address complex business challenges, negotiate solutions, and drive organizational change.
• Strong problem-solving skills, with a proactive, results-driven approach to identifying opportunities and overcoming competitive challenges.
• Demonstrated ability to implement enterprise-wide initiatives and lead transformational change while maintaining agility in a fast-moving environment.

Customer-Centric & Results-Driven Approach

• Customer-first mindset, ensuring that every decision and action is rooted in delivering exceptional experiences and value.
• Skilled at simplifying complex concepts and translating them into clear, compelling narratives for customers, employees, and stakeholders.
• Ability to anticipate future needs and market trends, strategically positioning TELUS for long-term success while driving immediate business impact.

Communication, Influence & Relationship Management

• Advanced communication skills (verbal, written, and storytelling), with expertise in public speaking, media relations, and executive-level facilitation.
• Strong consultative and interpersonal skills, building trusted relationships across all levels—from front-line teams to executive leadership, government agencies, and community partners.
• Proven ability to negotiate, influence, and collaborate across diverse stakeholders to align business objectives and community priorities.

Adaptability & Visionary Leadership

• Thrives in dynamic, rapidly evolving environments, balancing strategic long-term vision with tactical execution.
• Highly resilient, with the ability to navigate ambiguity, solve unforeseen challenges, and keep teams aligned through uncertain or high-pressure situations.
• Passion for coaching, mentoring, and fostering talent to ensure strong leadership succession and a high-performance culture.

What YOU get:

• A high-profile leadership role that connects TELUS with communities, shaping the future of customer experience and business success.
• Direct ownership of a multimillion-dollar portfolio, influencing financial, operational, and community-driven outcomes.
• A career path with impact—opportunities to develop, innovate, and lead transformation at TELUS.
• Plus, the usual TELUS perks: competitive salary, profit sharing, stock options, career development programs, a flexible benefits plan, pension, and more!

Salary Range: $103,000-$155,000

Performance Bonus or Sales Incentive Plan: 30%

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.