Job Description
TELUS Digital is seeking a seasoned Operations Manager to lead Wireless Operations teams supporting the Canadian telecommunications business.

This individual will oversee multiple Team Leaders and a large customer care and technical support operation, while partnering with global leadership teams across Morocco, the Philippines, India, Guatemala, and El Salvador.

This position requires a strategic operational leader who can balance people leadership, business performance, customer experience, and continuous improvement initiatives.

The successful candidate will play a key role in leadership development, operational strategy, escalation management, coaching effectiveness, and cross-functional program execution.

Day-to-Day Responsibilities
Lead a team of 5-8 Operations Team Leaders overseeing approximately 150-250 employees
Drive operational excellence across customer care and technical support functions
Coach and develop leaders to improve team performance and engagement
Analyze business metrics and implement performance improvement initiatives
Lead workforce planning, productivity, quality, and customer experience initiatives
Partner with global stakeholders and executive leadership on strategic priorities
Support and execute operational programs, process improvements, and organizational initiatives
Drive reductions in escalations, customer complaints, and operational inefficiencies
Develop and implement training, coaching, and leadership development programs
Participate in leadership meetings and global business reviews
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We are an equal chance/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Skills and Requirements
2-3+ years of experience as an Operations Manager within a contact center, BPO, telecom, or customer service environment
Experience leading leaders (Team Leaders, Supervisors, or Managers)
Proven experience managing large-scale customer support operations
Bilingual in English and French
Strong coaching, leadership development, and stakeholder management skills
Experience driving operational KPIs and business outcomes
Excellent communication and executive-level presentation abilities
Ability to thrive in a fast-paced, matrixed global environment Telecommunications industry experience
Experience supporting Canadian customers or clients
Sales operations or sales leadership experience
Experience leading business customer support teams
Experience managing global or multi-site operations

📌 Operations Manager (Toronto)
🏢 Insight Global
📍 Toronto