Director, Operational Transformation Capability

Job Description

<p><h3>Overview</h3><p>Director, Operational Transformation Capability — TELUS Digital</p><p>Join to apply for the Director, Operational Transformation Capability role at TELUS Digital. TELUS Digital is a digital product consultancy and the digital division of TELUS, delivering transformative customer experiences through technology, agile thinking, and a people-first culture. In January 2023, TELUS Digital acquired WillowTree, expanding service offerings across eight core areas including Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. This role operates remotely in the United States or Canada or can be based in major North American office locations: Charlottesville, VA; Durham, NC; Columbus, OH; or Boston, MA.</p><h3>Responsibilities</h3><ul><li>Lead client impact: Serve as the executive sponsor on complex transformation engagements, ensuring delivery excellence, stakeholder alignment, and measurable ROI.</li><li>Guide clients in redesigning core operations, modernizing workflows, and embedding process excellence through data and automation.</li><li>Translate strategic priorities into operational outcomes using lean methods, journey mapping, service blueprinting, and digital enablers.</li><li>Scale the practice: Build and evolve the OT offering with codified IP, frameworks, accelerators, and GTM assets aligned to the BOM vision.</li><li>Establish scalable delivery models with blended global teams (onshore, nearshore, offshore).</li><li>Collaborate with Sales and Account leaders to shape pursuit strategy, craft proposals, and close new logos and expansion deals.</li><li>Enable growth: Mentor a high-performing team of transformation practitioners, analysts, and process designers; define and track KPIs to measure program impact, customer experience, and operational efficiency; serve as a thought leader at industry forums and client advisory boards.</li></ul><h3>Qualifications</h3><ul><li>12+ years of experience in operations, business transformation, or process improvement leadership roles.</li><li>Track record of leading large-scale transformation programs across industries (telecom, Agriculture, consumer sectors preferred).</li><li>Expertise in contact center customer journey mapping and optimization; experience in process simplification and automation within contact center environments.</li><li>Strong operating model redesign, process automation, CX-driven transformation, and change management skills; experience in supply chain optimization and cost management.</li><li>Exceptional project and program management skills; ability to leverage analytics, workflow tools, and automation platforms to enable transformation.</li><li>Executive presence with ability to influence C-level stakeholders and simplify complex ideas.</li><li>Certifications in Lean Six Sigma (Black Belt preferred), Prosci (Change Management), or PMP are strong assets; consulting or advisory background preferred.</li></ul><h3>Why Join Us</h3><p>This is more than a leadership role — it’s a chance to build a marquee offering in a high-growth portfolio, partner with globally recognized brands, and help shape the future of digital operations. You’ll be part of a purpose-driven team that values innovation, inclusion, and impact.</p><h3>Equal Opportunity Employer</h3><p>At 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 are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. We do not request personal data deemed sensitive. See our Privacy Policy for more information.</p><h3>What We’ll Offer</h3><p>In addition to a great culture and interesting work with opportunities for growth, this position is eligible for the following benefits:</p><ul><li>Healthcare benefits - Medical, Vision, Dental</li><li>Retirement Savings Matching</li><li>Competitive PTO Policy</li><li>Employee Assistance Program (EAP)</li><li>Life & Disability Insurance</li><li>And more!</li></ul><p><strong>Annual Performance Bonus</strong>: This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. Salary bands are determined by job level and other factors; TELUS Digital conducts regular compensation audits to maintain pay equity. Annual base salary range (performance bonus eligible): $132,000 — $165,000 CAD.</p><h3>Job Details</h3><ul><li>Seniority level: Director</li><li>Employment type: Full-time</li><li>Job function: Business Development and Sales</li><li>Industries: IT Services and IT Consulting</li></ul></p> #J-18808-Ljbffr