Change Program Manager

TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

We are looking for a Global Change Program Manager to support our Airbnb account!

Formal Education:

Bachelor's Degree in any field
Project Management Professional Certification or equivalent
Lean Six Sigma Green Belt Certification (preferable)

Work Experience:
3+ years of experience managing programs in the call center / BPO industry (i.e Operations Management, Training Management, IT development, etc); experience in complex project/program management, new business development or process improvement would be considered a plus

Language Skills:
Spoken and written English 95%

Technical skills:
PMI/PMP Methodology
G-Suite
Microsoft Project Plan or Equivalent project management tool
MS Excel and PowerPoint

Responsibilities

- Apply strong project and change management techniques and skills to ensure successful delivery of project objectives for large, complex initiatives.
- Analyze and deconstruct complicated business problems into manageable process improvement or process design projects ensuring coordination between all elements.
- Lead the investigation, scoping, planning and facilitation of process improvement and process design initiatives, overseeing development and ensuring change management best practices are leveraged.
- Maintain and extend strong positive relationships with Airbnb stakeholders at all times, including interactions with senior leadership on a regular basis. Ensure all interactions, both verbal and written, are professional and display appropriate courtesy.
- Owns and drives all Airbnb projects and commercial and account changes as directed by Airbnb with assigned PMO’s in each TI Location.
- Define project scope and deliverables, consistently adhering to predefined quality measurements to meet business needs and Airbnb direction.
- Build and lead a matrix project team that will deliver the project on time and within scope. This includes various internal cross-functional units whose respective roles and responsibilities will be delineated in the project plan as directed by Airbnb.
- Collect and validate the requirements to estimate the tasks, human resources, cost and time it will take to deliver a project. This will be performed in collaboration with Airbnb.
- Drive TI initiatives and Global standardization for all TI/Airbnb process.
- Drive PMO resource to execute all projects and changes as directed by Airbnb.
- Coordinate all Airbnb tasks at a local PMO level.
- Communicate progress to Airbnb and TI stakeholders (Executives), sponsors (Functional Managers) and team members from project conception through completion.
- Champion continuous improvement of standard processes, procedures, documentation, templates and enhancement within the Global PMO department.
- Stay informed and up to date with project management and process improvement industry best practices and share knowledge with peers and team members.
- Provide global TI high level plan and timelines related to Airbnb project and or change requests.
- Drive the global communication of project/change with all TI Internal and Airbnb stakeholders.
- Coordinate all commercial projects and changes as prioritized by Airbnb.
- Coordinate all internal process improvement programs as a result of Airbnb program changes.