Manager of Community & Service Excellence Team (Consumer Security and Automation)

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Manager of Community & Service Excellence Team (Consumer Security and Automation)

Location:

Vancouver, BC, CA; Surrey, BC, CA; Burnaby, BC, CA

Jobs by Category: Operations

Job Function: Customer Service

Status: Full Time

Schedule: Regular

Description

Join our team and what we'll accomplish together

We are the Consumer Security and Automation team at TELUS. We are passionate about ensuring that we put our customers first and deliver quality services to their homes. We are excited about technology and have a commitment to unparalleled and personalized customer service excellence. As a Manager-Community & Service Excellence within our team, you will inspire your team to drive continuous improvement through an evolved operational rigor and local regional ownership to drive business outcomes. You are an experienced leader, a motivator, a champion for your team members and a coach that can drive improvement and increase productivity as well as efficiency.

You celebrate the team and business success and identify opportunities to spark creativity and innovation in a continual quest to do better. As a leader you will keep safety at the forefront and will be able to manage the business operational demands in an inspiring and effective manner. You are a community champion, who seamlessly meshes the passion for the community with a desire for business success. You understand that to do well in business, we must do well in our communities that we serve. You will showcase the TELUS values in all your actions and work hard to elevate our brand. Motivating yourself and your team with a strong focus on collaboration is critical to this role.

You are someone who:

• Excels at driving team performance, is highly resilient, and possesses strong critical & strategic thinking skills
• Can demonstrate thought leadership, develop cross-functional partnerships and effect multifaceted change
• Has a demonstrated ability to coach to regional performance as well as value generation/revenue
• Is an experienced leader who is able to have tough conversations and make decisive calls while inspiring and motivating your team to excellence
• Can prioritize demands, and teach others to do the same
• Fosters talent and fills gaps by identifying and acting upon strengths and development areas
• Is passionate about building relationships and driving outcomes for your community and engaging local government

What you'll do

The Manager-Community & Service Excellence represents TELUS as a champion of their community and acts as a single point of contact for their dedicated region - for this position the region is British Columbia. Our industry and technologies are constantly changing, so an essential part of being successful in this role involves being able to adapt and thrive in an environment of change. You will lead a team of solutions experts, supporting internal and external customers seven days a week, and taking responsibility for overall customer satisfaction and district performance. With your sound leadership & mentoring background you will be a leader among your peers who will build and support a high performance culture. You'll be a key driver in our journey towards improved operations, talent attraction and retention, and achieving revenue targets. As a Manager-Community & Service Excellence, you will partner cross-functionally to ensure that the needs of the various business units are delivered upon to meet and exceed customer expectations and organizational goals.

• Lead, coach, and develop a high performing team in solutions/sales acumen to build a sales funnel to successfully achieve revenue, margin and sales targets
• Community Engagement & Ownership:
  • Leverage a business ownership mentality to represent TELUS in communities throughout BC to increase market penetration, reduce churn and drive improved brand awareness and customer sentiment
  • Build and develop relationships with external stakeholders including government officials, municipal and community leaders to better understand regional specific challenges and opportunities and enable the team to deliver on our goals and objectives
• Build and support a highly engaged, energized and inclusive team that inspires to give their best to our customers, fellow team members and, ultimately, our shareholders

Qualifications

What you bring

• You have outstanding leadership skills, the ability to overcome objections and work collaboratively in a team environment
• You have a strong community presence and engagement
• You have sound sales experience and can inspire your team to achieve revenue targets
• You have a bias for action & a proven ability to not only plan and delegate, but to lead initiatives to ensure that actions and projects are on track
• With your exceptional communication skills, you will succinctly and clearly present and explain tactical plans, expectations and strategy to front line team members, your peers, and your supporting executives
• With your talent to lead your team through a performance and incentive program that places emphasis on meeting our evolving customer needs and doing so safely
• You will leverage your business acumen to present and/or develop various business decisions or proposals
• Requirements:
  • Clean and valid Class 5 Driver's License or other provincial equivalent
  • Ability to travel throughout BC on a regular basis
  • Electrical Field Safety Representative (FSR) certification or equivalent; or willingness to obtain

Great-to-haves

• Familiarity or experience with TELUS consumer products and solutions is an asset
• Bachelor’s Degree in Management/Business/Marketing/Sales or related Technology fields

Salary Range: $94,000-$142,000

Performance Bonus or Sales Incentive Plan: 20%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

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. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

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.