Director – Operational Transformation Capability

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location

This role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MA

The Opportunity

As the Director, Operations Transformation, you will lead one of our fastest-growing service offerings within Business Operations Modernization (BOM). You will drive the development and delivery of large-scale, cross-functional operational transformation programs — reimagining business processes, integrating enabling technologies, and delivering measurable outcomes. 

This role is both strategic and executional. You will shape our OT playbook, scale delivery capabilities, and lead high-impact client engagements across industries. You’ll partner with executive stakeholders, coach cross-functional teams, and bring a consulting-led mindset to uncover operational inefficiencies and unlock value.

Responsibilities

Lead Client Impact 

• Serve as the executive sponsor on complex transformation engagements, ensuring delivery excellence, stakeholder alignment, and measurable ROI 
• Guide clients in redesigning core operations, modernizing workflows, and embedding process excellence through data and automation 
• Translate strategic priorities into operational outcomes using lean methods, journey mapping, service blueprinting, and digital enablers 

Scale the Practice 

• Build and evolve the OT offering — codifying IP, frameworks, accelerators, and GTM assets aligned to our BOM vision 
• Establish scalable delivery models with blended global teams (onshore, nearshore, offshore)
• Collaborate with Sales and Account leaders to shape pursuit strategy, craft proposals, and close new logos and expansion deals 

Enable Growth 

• Mentor and develop 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 — representing TELUS Digital at industry forums, partner events, and client advisory boards 

Competencies

• 12+ years of experience in operations, business transformation, or process improvement leadership roles 
• Track record of leading large-scale transformation programs across industries (preferably in telecom, Agriculture, or consumer sectors) 
• Demonstrated expertise in contact center customer journey mapping and optimization
• Proven experience in process simplification and automation within contact center environments
• Strong expertise in operating model redesign, process automation, CX-driven transformation, and change management 
• Experience in supply chain optimization, cost management, and change management
• Exceptional project and program management skills 
• Experience leveraging analytics, workflow tools, and automation platforms to enable transformation
• Ability to simplify complex information and streamline data into compelling presentations and recommendations 
• Executive presence with the ability to influence C-level stakeholders and simplify complex ideas. 
• Certifications in Lean Six Sigma (Black Belt preferred), Prosci (Change Management), or PMP are strong assets
• Background in consulting or advisory environments preferred

Why Join Us

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 puts innovation, inclusion, and impact at the core of everything we do.

Equal Opportunity Employer

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, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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