Manager, Delivery - CX AI

Location & Flexibility

Our Manager, Delivery - CX AI, 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 3 days weekly. This role can be located in Charlottesville, VA, Columbus, OH, or Durham, NC.

The Opportunity

As a Manager, Delivery - CX AI, you’ll partner with engineering and product leaders to drive contact center and customer experience technology programs from start to finish. We seek an experienced delivery lead with exceptional program management skills who is comfortable connecting the dots across many stakeholders to drive business value. You’ll lead a cross-functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers, and is highly client-facing, requiring confidence leading executive discussions, delivering governance forums, and working in complex stakeholder environments. ## Responsibilities

• Lead end-to-end delivery of business-critical contact center and customer experience technology solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams. - for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting. - to cross-functional, globally distributed onshore and offshore delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement. - by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical. - appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones. - between delivery teams and long-term operations or client support organizations, ensuring no-surprise handoffs and operational readiness. - , including weekly status reporting, release readiness reviews, production support escalation, and executive reporting to program sponsors. - , including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding. - , applying appropriate frameworks to suit the contact center’s evolving needs and the team's working style. - that celebrates wins, learns from setbacks, and fosters a sense of shared purpose. - , proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for success. ##