Director, Operational Transformation Capability

Summary

Join TELUS Digital as the Director, Operations Transformation, leading a fast-growing service offering within Business Operations Modernization (BOM). You will spearhead large-scale operational transformation programs, reimagining business processes, integrating technologies, and delivering measurable outcomes. This role demands both strategic thinking and execution, requiring you to shape the OT playbook, scale delivery capabilities, and lead impactful client engagements. You will partner with executive stakeholders, coach teams, and leverage a consulting mindset to identify inefficiencies and unlock value. The position offers the chance to build a marquee offering, partner with global brands, and shape the future of digital operations within a purpose-driven team.

Requirements

• 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)
• 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

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

Preferred Qualifications

• Certifications in Lean Six Sigma (Black Belt preferred), Prosci (Change Management), or PMP are strong assets
• Background in consulting or advisory environments preferred

Benefits

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• Annual Performance Bonus