telus-digital - Business Transformation Project Manager
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Requirements
• 5+ years of project management, operations management, or related leadership experience • 2025 PPR Achieving or above • Demonstrated experience in process improvement, operational transformation, or training operations • Strong analytical skills with the ability to identify root causes and quantify operational inefficiencies • Proven track record of managing end-to-end project delivery, including new launches and rollouts • Experience implementing technology solutions in an operational environment • Skilled in change management and stakeholder engagement at multiple organizational levels • Strong communication skills, both written and verbal • PMP certification preferred • Familiarity with Agile methodologies and project management tools (e.g., Smartsheet, Jira, MS Project) • KEY SUCCESS METRICS • Measurable time savings and cost reductions achieved through discovery and improvement initiatives • Gross margin improvement from implemented process and operational changes • On-time delivery of project milestones across all active initiatives • Successful launches for new clients and new location openings (on time, within scope) • Maintenance of project health metrics (targeting Green status) • Adoption rates for new technology and process deployments • Stakeholder satisfaction scores across clients, internal teams, and leadership • Volume and quality of standardized processes and SOPs delivered
Responsibilities
• 1. DISCOVERY & OPERATIONAL ANALYSIS • Conduct structured discovery projects to assess the current state of training operations • Identify and document inefficiencies, bottlenecks, and gaps across training delivery workflows • Perform time-and-motion studies and data analysis to uncover time savings and cost reduction opportunities • Benchmark training processes to support standardization across locations and accounts • Deliver actionable findings and prioritized recommendations to leadership • 2. PROCESS IMPROVEMENT & STANDARDIZATION • Design and implement improved training processes that reduce waste and increase throughput • Develop standard operating procedures (SOPs) and playbooks for training operations • Drive initiatives that directly improve gross margin through cost efficiency and scalability • Collaborate with Training, Operations, and Finance teams to align process changes with business targets • 3. TECHNOLOGY IMPLEMENTATION • Identify and implement technology solutions that improve the delivery of training results • Lead end-to-end deployment of tools and platforms within the training environment • Coordinate with IT and vendors to ensure seamless integrations • Monitor the adoption and effectiveness of newly implemented solutions post-launch • 4. CHANGE MANAGEMENT • Develop and execute change management plans for training transformation deployments • Engage stakeholders at all levels to build buy-in and reduce resistance to change • Create communication plans, training materials, and enablement resources to support transitions • Measure and report on change adoption to ensure sustainable impact • 5. NEW CLIENT LAUNCHES & LOCATION OPENINGS • Lead end-to-end project management for new client onboarding within the training space • Oversee the operational readiness and successful launch of training delivery at new locations • Define and execute launch checklists, timelines, and risk mitigation plans • Coordinate cross-functional resources to ensure smooth and on-time go-lives • 6. STAKEHOLDER MANAGEMENT & REPORTING • Facilitate regular project status meetings with internal and external stakeholders • Provide timely, clear updates to RVPs and senior leadership on initiative progress • Coordinate with client teams for requirements, customization needs, and feedback • Work closely with Training, Operations, IT, and Finance teams throughout initiative lifecycles • 7. RISK, ISSUE & PERFORMANCE MANAGEMENT • Proactively identify, log, and manage risks and issues across active initiatives • Develop mitigation strategies and escalate blockers as needed • Maintain project health dashboards targeting Green status across all workstreams • Track and report KPIs, including efficiency gains, cost savings, time reductions, and margin impact
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