Manager, Community and Service Excellence

Description

Our team and what we'll accomplish together

Join TELUS, where you'll lead a high-performing technician team of 15-20 that drives revenue growth while delivering exceptional customer experiences. As a frontline execution leader, you'll balance service excellence with sales leadership - maximizing both customer value and wallet share. You'll empower your team to identify and capture field sales opportunities, build lasting customer relationships, and leave a lasting impact on our community and our business.

What you'll do

• Lead and develop a high-performing technician team through coaching, mentoring, and career development while driving engagement and accountability
• Drive revenue growth by championing our technician sales program, motivating your team to exceed targets, and seamlessly blending service delivery with field sales execution
• Manage day-to-day field operations, resolve escalations, and own direct customer relationships to protect and enhance the customer experience
• Monitor team productivity and customer metrics, conduct voice-of-customer check-ins, and report field-level insights to inform regional sales and service strategies
• Execute operational excellence through safety compliance, budget management, expense tracking, and coordination with dispatch and cross-functional teams
• Build and maintain strong relationships with local community stakeholders, championing a community-first approach that strengthens TELUS' presence in Burnaby and Surrey BC.
• Support ad hoc sales initiatives and collaborate across the organization to capture new business opportunities directly from the field

Qualifications

What you bring

• 5 or more years of experience in telecommunications, field service operations, or a related industry
• Proven leadership experience managing technical teams and driving both operational execution and sales performance
• Strong problem-solving capabilities, including operational triage, real-time decision-making, and closing field-level business opportunities
• Demonstrated ability to motivate teams to meet or exceed sales targets while maintaining service quality and customer satisfaction
• Advanced communication skills with the ability to provide clear direction, align teams during challenging situations, and interact effectively with internal and external stakeholders
• Strong organizational skills for managing time, attendance, fleet operations, and budget responsibilities
• Advanced knowledge of English required to interact with internal and external parties and navigate English-language systems and tools

Great-to-haves

• Experience with field service management software and sales tracking tools
• Bilingual capabilities (English and French)
• Experience building and maintaining community partnerships or stakeholder relationships in a field-based role