Job Description

Project Manager

(Forward Deployed Automation Engineering)

Location: Guatemala

Work style: Hybrid

Modality Full-time

Who We Are

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.

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.

About the Role

We are looking for a Project Manager to lead and coordinate the delivery of automation initiatives within our Forward Deployed Automation Engineering (FDAE) program. This role sits at the operational core of an agile Lean Pod and serves as the connective tissue between Forward Deployed Automation Engineers, Workforce Management (WFM) analysts, Operations leaders, and a global network of Project Managers.

The ideal candidate is a structured, people-oriented leader who thrives in fast-paced operational environments. You will manage the full project lifecycle of automation solutions — from discovery and scoping through development, validation, deployment, and impact measurement — ensuring that engineering effort translates into measurable business outcomes.

This role demands strong stakeholder management, a bias for clarity and accountability, and the professional maturity to work embedded on an operations floor alongside frontline teams and leadership alike.

Key Responsibilities:

Team Leadership

Act as the direct line manager for regional FDAEs, providing end-to-end oversight that includes performance management, career development, and the direction of daily operations and workflows to ensure effective task prioritization and alignment with business demands.

Project Delivery & Lifecycle Management

• Own end-to-end delivery of automation projects, managing scope, timelines, milestones, risks, and dependencies across the FDAE Lean Pod.

• Maintain a structured project backlog: prioritize automation opportunities in collaboration with Operations and WFM leaders, and ensure engineers are always working on the highest-impact items.

• Drive prototype-to-production delivery cycles, coordinating sign-off checkpoints, SME validation sessions, and go-live readiness reviews.

• Proactively identify and escalate blockers, ensuring that issues are resolved without disrupting engineering momentum.

Stakeholder Engagement & Communication

• Serve as the primary point of contact for Operations leaders, WFM managers, and Team Leads on all automation project matters.

• Run structured stakeholder touchpoints — including sprint reviews, status updates, and executive briefings — translating technical progress into clear business language.

• Build trusted working relationships with frontline operational staff to surface automation opportunities and ensure solution adoption.

• Prepare and deliver presentations and status reports for both operational and leadership audiences.

Global PM Collaboration

• Collaborate actively with Project Managers across global sites (Guatemala, El Salvador, Philippines, India, Bulgaria) to share learnings, align on standards, and replicate successful automation solutions.

• Participate in global PM forums and contribute to the development of shared delivery frameworks, templates, and best practices.

• Coordinate with global PMs when automation solutions built locally are candidates for cross-site scaling.

Impact Measurement & Business Cases

• Track and report automation outcomes: time savings, FTE impact, productivity improvements, error reduction, and adoption rates.

• Build ROI-driven business cases for proposed automation initiatives to support prioritization and investment decisions.

• Maintain a live impact dashboard or report that communicates the cumulative value delivered by the FDAE team.

Agile Program Coordination

• Facilitate Lean Pod ceremonies: stand-ups, sprint planning, retrospectives, and backlog refinement sessions.

• Track sprint velocity and delivery commitments, helping the team maintain sustainable and predictable delivery cadences.

• Identify process improvements within the Lean Pod's ways of working and drive continuous improvement.

Risk, Governance & Quality

• Maintain project documentation including scope definitions, risk logs, decision records, and deployment sign-offs.

• Ensure automation solutions move through appropriate validation gates (sandbox testing, SME review, UAT) before production deployment.

• Manage change requests and scope adjustments in a structured, transparent manner.

Required Experience:

• Minimum 4+ years of experience in project management, program coordination, or delivery management — ideally in technology, automation, or operational improvement contexts.

• Demonstrated experience managing cross-functional delivery teams in fast-paced, iterative environments.

• Strong stakeholder management skills: equally comfortable presenting to C-level leaders and working alongside frontline operations staff.

• Experience working in agile, Lean, or similar iterative delivery frameworks.

• Excellent written and verbal communication skills, including the ability to translate technical work into clear business impact narratives.

• Strong organizational skills: ability to manage multiple concurrent projects without losing visibility or accountability.

• Ability to build trust quickly in embedded, operational environments.

• Bachelor's degree in Business Administration, Engineering, Information Systems, or a related field. Equivalent practical experience will be considered.

• PMP, PRINCE2, or equivalent project management certification is a plus.

Great to have

• Experience managing automation, RPA, or AI-enabled technology projects - highly desirable

• Exposure to contact center operations, Workforce Management processes, or operational analytics environments.

• Familiarity with platforms such as Verint WFM, Workday, Power Automate, or UiPath — not as a builder, but as an informed stakeholder.

• Experience coordinating with geographically distributed teams across multiple time zones.

• Background in process improvement methodologies (Lean, Six Sigma, or similar).

• Experience building and presenting ROI-focused business cases for technology investments.

What’s in it for you:

• Private medical and life insurance from day one

• Budget for professional growth (certifications)

• Schedule flexibility.

• Extra bonus based on performance.