Description Role overview The Chief of Staff is the force multiplier for the CX PMO leader and the operational backbone of the function.

The role turns strategy into a run rhythm: it owns the performance scorecard, the reporting and briefing cadence, and the governance that keeps a multi-team, 70-plus person organization aligned and accountable. It gives the leader capacity by driving decisions to closure across the four functional managers and by translating a large body of CX activity into clear, executive-ready narratives.

This is a high-trust, high-visibility role that operates with discretion across sensitive strategic, financial, and people topics. It is an individual-contributor leadership role: it influences and coordinates across the organization without direct people-management responsibility.

Key Responsibilities Strategy and planning cadence

- Run the CX PMO planning rhythm: Strat Check, big-rock tracking, and quarterly business reviews.
- Keep the leadership team aligned on priorities, dependencies, and timelines; surface risks early and drive them to resolution.
- Lead cross-functional initiatives and special projects, from framing through delivery.

Performance, scorecard and reporting

- Own the corporate and CX scorecards and their cadence; maintain a single source of truth for metric definitions, including First Contact Resolution.
- Produce the monthly CX PMO update, consolidating manager inputs into a concise leadership status report.
- Lead ELT and senior-leadership reporting and briefing preparation; convert CX PMO activity into executive-ready storylines and decision-ready materials.

Governance

- Govern capital deployment and benefits realization across the CX PMO portfolio; track commitments, spend, and realized value.
- Maintain reporting and governance standards across the function, coordinating with data and governance owners.

Executive and operational support

- Act as chief of staff to the CX PMO leader: set agendas, prepare decisions, capture actions, and ensure follow-through across the four functional managers.
- Represent the leader in forums as delegated; prepare board, ELT, and CEO materials.
- Manage the leadership operating rhythm, communications, and stakeholder engagement across Global Operations, Marketing, Product, Digital, Workforce Management, and vendor partners.

Scope boundaries Coordinates with,



but does not manage: the data and reporting resources that feed the scorecard, and the governance and exec-reporting owners embedded in the functional teams. The role leads through influence, standards, and cadence rather than direct reporting lines. What success looks like in the first 6 to 12 months

- A trusted, single source of truth for the CX scorecard and a dependable monthly CX PMO update.
- A reliable ELT and CEO briefing cadence that leaders count on.
- Capital and benefits governance operating with clear tracking and no surprises.
- A leadership operating rhythm that runs smoothly, with decisions made and actions closed on time.

Qualifications

- Seven or more years in strategy, operations, program management, or chief-of-staff roles, ideally in a fast-paced, matrixed environment.
- Proven track record producing executive-ready reporting, scorecards, and briefings for senior leadership.
- Strong analytical skills and comfort with metrics and financial governance (capital and perks).
- Bachelor's degree in business, analytics, or a related field.

Preferred

- Experience in telecommunications, customer experience, or contact-centre operations.
- MBA or equivalent.
- Familiarity with CX metrics such as FCR, escalation rate, CCTS, and cost-to-serve.

Competencies and attributes

- Executive communication and storytelling: makes the complex clear and decision-ready.
- Influence without authority: builds trust and alignment across senior stakeholders.
- Judgment and discretion with confidential and sensitive information.
- Bias for action and ownership: drives issues to closure.
- Systems thinking: connects strategy to execution across many moving parts.

About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness,



and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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📌 Sr. Strategy Manager/Chief of Staff CX PMO (Canada)
🏢 TELUS Digital
📍 Canada