WillowTree
Manager, Delivery - CX Transformation
WillowTree, Boston, Massachusetts, United States, 02108
Manager, Delivery - CX Transformation
Welcome to TELUS Digital
where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions. 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: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are
all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. Location and Flexibility
Our Manager, Delivery, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC. The Opportunity
As a Manager, Delivery - CX Transformation, you'll be a key member of our leadership team, working closely with Engineering Managers and Product Managers. Your primary responsibility will be leading multidisciplinary project teams to deliver high-quality solutions for our clients. Together, you'll establish and grow partnerships with clients to deliver world-class products. Responsibilities
Drive product delivery, leading the creation of products that are critical to our clients' businesses Lean on your deep delivery experience to drive effective decision-making on complex issues of scope, design, architecture, and process Deliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executives Create, guide, and communicate the holistic (TELUS Digital, client, third party) project plan and goals to create alignment and drive convergent implementation Manage capital budget and financials to ensure accuracy, compliance, and inform smart investment decision-making and business case development Be flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and product Encourage and lead an engaging team environment, celebrating wins and capitalizing on learnings Engage directly with clients, managing the account details, project scope, and relationship Qualifications
7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, or Team Lead Experience leading custom software development projects from discovery through UX design, implementation, and deployment, including the build and delivery of successful contact center technology and web applications for a high volume of users Demonstrated empathy, experience, and confidence in managing software projects with complex scope and with multiple client executive stakeholders An experienced technical problem solver who can adeptly figure out how to address and communicate technical or process issues between systems (e.g., API issues vs client-side, bug management, and triage) Expert communicator who regularly runs workshops and structured meetings to align client stakeholder groups on enterprise business goals You have a blend of business, user experience, and software project management acumen, and a mindset of motivating clients and third-party counterparts to be collaborative partners You've managed projects in which you mentor other product, development, design, and testing team members Professional or personal experience utilizing AI tools Bonus Points
Professional experience as a Project or Product Manager and Scrum Master from a major technology consultancy or agency You've taken part in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projects Certifications such as CSM, CSPO, PMP, SA, SPC, etc. Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are 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.
Welcome to TELUS Digital
where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions. 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: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are
all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. Location and Flexibility
Our Manager, Delivery, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC. The Opportunity
As a Manager, Delivery - CX Transformation, you'll be a key member of our leadership team, working closely with Engineering Managers and Product Managers. Your primary responsibility will be leading multidisciplinary project teams to deliver high-quality solutions for our clients. Together, you'll establish and grow partnerships with clients to deliver world-class products. Responsibilities
Drive product delivery, leading the creation of products that are critical to our clients' businesses Lean on your deep delivery experience to drive effective decision-making on complex issues of scope, design, architecture, and process Deliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executives Create, guide, and communicate the holistic (TELUS Digital, client, third party) project plan and goals to create alignment and drive convergent implementation Manage capital budget and financials to ensure accuracy, compliance, and inform smart investment decision-making and business case development Be flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and product Encourage and lead an engaging team environment, celebrating wins and capitalizing on learnings Engage directly with clients, managing the account details, project scope, and relationship Qualifications
7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, or Team Lead Experience leading custom software development projects from discovery through UX design, implementation, and deployment, including the build and delivery of successful contact center technology and web applications for a high volume of users Demonstrated empathy, experience, and confidence in managing software projects with complex scope and with multiple client executive stakeholders An experienced technical problem solver who can adeptly figure out how to address and communicate technical or process issues between systems (e.g., API issues vs client-side, bug management, and triage) Expert communicator who regularly runs workshops and structured meetings to align client stakeholder groups on enterprise business goals You have a blend of business, user experience, and software project management acumen, and a mindset of motivating clients and third-party counterparts to be collaborative partners You've managed projects in which you mentor other product, development, design, and testing team members Professional or personal experience utilizing AI tools Bonus Points
Professional experience as a Project or Product Manager and Scrum Master from a major technology consultancy or agency You've taken part in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projects Certifications such as CSM, CSPO, PMP, SA, SPC, etc. Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are 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.