Sr Mgr, Process Improvement & Transformation
- Markham, ON, Canada
$90,000 to $130,000 CAD / year · Full-time
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Job details
- Pay
- $90,000 to $130,000 CAD / year
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
SENIOR MANAGER, PROCESS IMPROVEMENT & TRANSFORMATION
About TelMAX Inc.
Based in York Region, telMAX is a private equity-backed all fibre digital infrastructure platform that provides a 21st century alternative to traditional telecom networks. Recognized for four consecutive years as Canada’s Fastest ISP with an industry-leading net promoter score of over fifty, telMAX is continuing its rapid growth plan to bring its all-fibre network to residential and business customers across Southern Ontario.
Your Position & How You Will Contribute
Reporting to the VP, Product Management & Customer Experience, the Senior Manager, Process Improvement & Transformation will be responsible for turning opportunities into simpler, smarter, more scalable ways of working across telMAX. Working horizontally across Product, CEX, Care, Sales, Field Ops, Systems, Network and other teams, this role identifies friction, connects the dots across functions and leads cross-functional improvements from problem definition through execution including helping to define the measurable impact. This is a key resource in actioning Voice of the Customer (VoC) recommendations. Partnering closely with Customer Experience, the role helps translate customer journey strategy and experience blueprints into operational reality - ensuring improvements move beyond ideas and recommendations to implementation, adoption and sustained results. This is a highly collaborative, hands-on role for someone who can see the big picture, get into the details and mobilize others to make change happen.
Responsibilities & Key Duties
Performance & Commitment
telMAX Inc. is an equal opportunity employer committed to fostering an inclusive and accessible workplace, welcoming applications from all individuals. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available on request for candidates during the selection process as well as throughout employment.
About TelMAX Inc.
Based in York Region, telMAX is a private equity-backed all fibre digital infrastructure platform that provides a 21st century alternative to traditional telecom networks. Recognized for four consecutive years as Canada’s Fastest ISP with an industry-leading net promoter score of over fifty, telMAX is continuing its rapid growth plan to bring its all-fibre network to residential and business customers across Southern Ontario.
Your Position & How You Will Contribute
Reporting to the VP, Product Management & Customer Experience, the Senior Manager, Process Improvement & Transformation will be responsible for turning opportunities into simpler, smarter, more scalable ways of working across telMAX. Working horizontally across Product, CEX, Care, Sales, Field Ops, Systems, Network and other teams, this role identifies friction, connects the dots across functions and leads cross-functional improvements from problem definition through execution including helping to define the measurable impact. This is a key resource in actioning Voice of the Customer (VoC) recommendations. Partnering closely with Customer Experience, the role helps translate customer journey strategy and experience blueprints into operational reality - ensuring improvements move beyond ideas and recommendations to implementation, adoption and sustained results. This is a highly collaborative, hands-on role for someone who can see the big picture, get into the details and mobilize others to make change happen.
Responsibilities & Key Duties
- Continuous Improvement & Transformation - Identify, prioritize and lead cross-functional opportunities to simplify how telMAX works, eliminate friction and improve customer, employee and business outcomes.
- E2E Process Improvement - Diagnose root causes, redesign processes, workflows, hand-offs across functional boundaries to deliver simpler, more scalable, effective ways of working.
- CEX Blueprint Activation - Partner with Customer Experience to translate journey strategy, customer insights and experience blueprints into executable operational improvements.
- Cross-Functional Execution - Mobilize cross-functional teams to turn improvement opportunities into action and measurable results.
- Transformation Leadership & Governance - Bring structure, pace and accountability to priority initiatives, establishing clear outcomes, ownership, milestones, dependencies and measures of success.
- Change & Adoption - Drive improvements through implementation and into day-to-day operations, ensuring new processes, ways of working are understood, adopted and sustained.
- Measurement & Optimization - Use customer, operational, performance data to prioritize opportunities, measure impact, continuously refine solutions based on results and learnings.
- Transformation minded - sees opportunities to fundamentally improve how work gets done and can envision a better future state rather than simply optimize what exists today.
- E2E thinker - naturally looks across organizational boundaries, understands how people, process, technology and decisions come together to shape customer and operational outcomes.
- Exceptional problem solver - breaks down complex and ambiguous problems, gets to root cause and translates insights into practical, sustainable solutions.
- Execution obsessed - moves comfortably from strategy and recommendations through implementation, adoption and follow-through; focused on making change happen and making it stick.
- Cross-functional leader & influencer - builds alignment, accountability and momentum across diverse teams and senior stakeholders without relying on formal authority.
- Customer centric - keeps the customer outcome at the centre while balancing operational, technical, employee and commercial realities.
- Analytical & insight driven - uses data, customer feedback and operational measures to prioritize opportunities, diagnose issues and demonstrate measurable impact.
- Structured but pragmatic - brings discipline, strong facilitation and appropriate transformation methodology without creating unnecessary process or bureaucracy.
- Proven track record leading cross-functional transformation initiatives from problem definition through execution and measurable impact.
- Hands-on experience dignosing root causes and redesigning end-to-end processes, workflows, and hand-offs across functional boundaries.
- Analytical background using data and operational metrics to size and prioritize problems.
- Experience in telecom, ISP, or a similar field is an asset.
- Bachelor’s degree or diploma in Business, Engineering, or equivalent experience.
- Process Design, Journey Design experience and certification an asset.
Performance & Commitment
- We hold ourselves to the highest standards, delivering exceptional results through dedication, accountability, and continuous improvement. Our commitment to excellence drives us to push boundaries, take ownership, and always follow through.
- We move fast, adapt with courage, and work together to solve challenges. Through empowerment and open communication, we foster a culture where bold ideas thrive. We leverage our collective strengths, achieve shared success and deliver exceptional results for our customers and teams.
- In every decision we make, we think through the customer’s lens. We know that anticipating and exceeding their expectations isn’t just good service - it’s the foundation of who we are. By staying deeply connected to our customers’ needs, we build loyalty, enhance our reputation, spark positive word-of-mouth and drive company growth.
- We build trust by acting with integrity, respect, and transparency in everything we do. We communicate with each other openly and presume positive intentions. By upholding these principles, we strengthen relationships, create a culture of respect, and empower teams to succeed together.
- We are a growing, dynamic organization
- We offer a competitive variable compensation package
- Hybrid positions
- Benefits (Medical, Dental, and Vision)
- Health Spending Account (HSA)
- RRSP matching program
telMAX Inc. is an equal opportunity employer committed to fostering an inclusive and accessible workplace, welcoming applications from all individuals. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available on request for candidates during the selection process as well as throughout employment.
More about this job
Responsibilities
Lead cross-functional transformation and process improvement initiatives, from identifying root causes and redesigning workflows to implementation, adoption, and sustained results. Partner with Customer Experience and other teams to activate customer journey insights, establish accountability and success measures, and use data to assess and refine improvements.
Requirements
Candidates should have a proven record leading cross-functional transformation initiatives through execution and measurable impact, along with hands-on experience diagnosing root causes and redesigning end-to-end processes. Strong analytical, problem-solving, customer-focused, and influencing skills are expected; a bachelor’s degree or diploma in Business or Engineering, or equivalent experience, is required, while telecom experience and process or journey design certification are assets.
Skills
- Continuous Improvement
- Business Transformation
- End-To-End Process Improvement
- Root Cause Analysis
- Process Redesign
- Cross-Functional Leadership
- Change Management
- Stakeholder Influence
- Customer Experience
- Customer Journey Design
- Data Analysis
- Operational Metrics
- Project Governance
- Facilitation
- Implementation and Adoption
- Telecommunications
Benefits
- Medical Benefits
- Dental Benefits
- Vision Benefits
- Health Spending Account
- RRSP Matching
- Equity
- Variable Compensation
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Consulting
- Customer Service & Support
- Data & Analytics
- Technology
Keywords
- Continuous Improvement
- Business Transformation
- End-To-End Process Improvement
- Root Cause Analysis
- Process Redesign
- Workflow Design
- Cross-Functional Execution
- Customer Experience
- Voice Of The Customer
- Customer Journey Strategy
- Experience Blueprints
- Change Management
- Change Adoption
- Transformation Governance
- Performance Measurement
- Operational Metrics
- Customer Insights
- Data-Driven Decision-Making
- Stakeholder Management
- Telecommunications
- Internet Service Provider
- Process Design
- Journey Design
- Business
- Engineering