WillowTree
Manager, Data Insights & Quality - Google CES Practice
WillowTree, Columbus, Ohio, United States, 43224
Overview
TELUS Digital — where innovation drives impact at a global scale. In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, and more. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas. This role can be remote in the United States or Canada or be based out of one of our major North American office locations: Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA.
The Opportunity TELUS Digital is seeking a
Manager, Data Insights & Quality - Google CES
to support the growth and delivery of our Google CES capabilities. This role is a key position within our Global AI team, responsible for supporting solution delivery and enabling exceptional client outcomes through Google's AI technologies for customer engagement by ensuring data driven insights and KPIs are readily available. You will play an important role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital continues to lead in AI-powered customer experience transformation through data-driven optimization and iterative improvements based on analytical insights. The role requires a combination of tactical execution, technical understanding of Google CES products, business acumen, data & analytics, and the ability to manage and mentor a team.
Responsibilities
Practice Support & Growth
Execute components of the Google CES strategic roadmap within TELUS Digital's Global AI team, supporting adoption and measurable business impact
Support senior leadership in identifying new opportunities and maintaining relationships with Google and client stakeholders
Promote the adoption of Google CES solutions with a strong focus on implementing and utilizing Conversational Insights to extract actionable data from voice interactions
Track and report on KPIs related to voice bot effectiveness, customer satisfaction, and containment rates, highlighting project progress and client impact through data-driven insights
Solution Development & Innovation
Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities
Ensure delivery excellence and solution quality by applying best practices and proven technical approaches; continuously refine solutions based on performance data and customer feedback from voice bot interactions
Foster a culture of innovation and continuous improvement within the team
Team Management & Development
Manage and develop a team of AI specialists, solution architects, and delivery professionals
Provide technical and project guidance to ensure delivery success and professional growth
Support training and certification programs for Google CES technologies
Coordinate project prioritization and resource planning to maximize team effectiveness
Client Engagement & Partnership
Serve as a key point of contact for clients, translating business challenges into effective Google CES solutions
Support workshops, presentations, and solution demos that clearly articulate business value
Collaborate with sales, marketing, and delivery teams to support go-to-market strategies and ensure seamless client delivery
Qualifications
Bachelor's degree in Computer Science, Engineering, Business, or related field
3+ years of experience in technology consulting, digital transformation, or customer experience, with exposure to AI/ML solutions
2–3 years of team management experience delivering technology projects
Strong analytical skills with the ability to identify trends, anomalies, and optimization opportunities within large datasets generated by conversational AI platforms, especially voice bots
Working knowledge of Google Customer Engagement Services (formerly CCAI)
Experience in data visualization and reporting tools to present actionable insights on voice bot performance to both technical and business stakeholders
Experience delivering AI/ML-powered customer engagement or contact center solutions
Deep understanding of customer experience design, contact center operations, and the ability to analyze CX metrics, particularly those derived from voice bot interactions
Business acumen with the ability to identify opportunities and support growth initiatives
Strong communication and presentation skills for both business and technical audiences
Collaborative management style with the ability to work effectively across diverse stakeholders
Problem-solver with a practical orientation and ability to manage client needs
Location This role can be remote in the United States or Canada or based in one of our North American office locations: Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA.
What We Offer
Healthcare benefits - Medical, Vision, Dental
401K matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability Insurance
And more!
Annual Performance Bonus This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is the annual base salary. To maintain equity, bonus targets are determined by job level.
Individual base salaries are based on factors including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are reviewed and updated based on market changes. TELUS Digital conducts regular compensation audits to maintain pay equity.
Annual Base Salary Range (Performance Bonus Eligible):
$116,800 — $146,000 USD
Job details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Research, Analyst, and Information Technology
Industries: Software Development
Equal Opportunity Employer TELUS Digital is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.
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The Opportunity TELUS Digital is seeking a
Manager, Data Insights & Quality - Google CES
to support the growth and delivery of our Google CES capabilities. This role is a key position within our Global AI team, responsible for supporting solution delivery and enabling exceptional client outcomes through Google's AI technologies for customer engagement by ensuring data driven insights and KPIs are readily available. You will play an important role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital continues to lead in AI-powered customer experience transformation through data-driven optimization and iterative improvements based on analytical insights. The role requires a combination of tactical execution, technical understanding of Google CES products, business acumen, data & analytics, and the ability to manage and mentor a team.
Responsibilities
Practice Support & Growth
Execute components of the Google CES strategic roadmap within TELUS Digital's Global AI team, supporting adoption and measurable business impact
Support senior leadership in identifying new opportunities and maintaining relationships with Google and client stakeholders
Promote the adoption of Google CES solutions with a strong focus on implementing and utilizing Conversational Insights to extract actionable data from voice interactions
Track and report on KPIs related to voice bot effectiveness, customer satisfaction, and containment rates, highlighting project progress and client impact through data-driven insights
Solution Development & Innovation
Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities
Ensure delivery excellence and solution quality by applying best practices and proven technical approaches; continuously refine solutions based on performance data and customer feedback from voice bot interactions
Foster a culture of innovation and continuous improvement within the team
Team Management & Development
Manage and develop a team of AI specialists, solution architects, and delivery professionals
Provide technical and project guidance to ensure delivery success and professional growth
Support training and certification programs for Google CES technologies
Coordinate project prioritization and resource planning to maximize team effectiveness
Client Engagement & Partnership
Serve as a key point of contact for clients, translating business challenges into effective Google CES solutions
Support workshops, presentations, and solution demos that clearly articulate business value
Collaborate with sales, marketing, and delivery teams to support go-to-market strategies and ensure seamless client delivery
Qualifications
Bachelor's degree in Computer Science, Engineering, Business, or related field
3+ years of experience in technology consulting, digital transformation, or customer experience, with exposure to AI/ML solutions
2–3 years of team management experience delivering technology projects
Strong analytical skills with the ability to identify trends, anomalies, and optimization opportunities within large datasets generated by conversational AI platforms, especially voice bots
Working knowledge of Google Customer Engagement Services (formerly CCAI)
Experience in data visualization and reporting tools to present actionable insights on voice bot performance to both technical and business stakeholders
Experience delivering AI/ML-powered customer engagement or contact center solutions
Deep understanding of customer experience design, contact center operations, and the ability to analyze CX metrics, particularly those derived from voice bot interactions
Business acumen with the ability to identify opportunities and support growth initiatives
Strong communication and presentation skills for both business and technical audiences
Collaborative management style with the ability to work effectively across diverse stakeholders
Problem-solver with a practical orientation and ability to manage client needs
Location This role can be remote in the United States or Canada or based in one of our North American office locations: Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA.
What We Offer
Healthcare benefits - Medical, Vision, Dental
401K matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability Insurance
And more!
Annual Performance Bonus This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is the annual base salary. To maintain equity, bonus targets are determined by job level.
Individual base salaries are based on factors including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are reviewed and updated based on market changes. TELUS Digital conducts regular compensation audits to maintain pay equity.
Annual Base Salary Range (Performance Bonus Eligible):
$116,800 — $146,000 USD
Job details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Research, Analyst, and Information Technology
Industries: Software Development
Equal Opportunity Employer TELUS Digital is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.
#J-18808-Ljbffr