Join Our Team

BCX Service Excellence manages one of TELUS' most strategically important programs: large, multi-workstream business improvement initiatives spanning system transformation, process modernization, and enterprise Agentic AI deployment.

If you thrive on mastering complexity across cutting-edge domains—from enterprise system transformation to Agentic AI deployment at scale—this is your role. We are seeking a Senior Program Manager who understands both the rigor of enterprise governance and the fluidity of iterative innovation.

In this highly collaborative environment, you will co-create solutions with cross-functional partners, influencing without positional authority to drive measurable outcomes across business units, technology partners, and operational teams.

What You'll Do

Daily & Weekly Rhythm

• Co-lead delivery stand-ups, surface blockers early, and escalate interdependencies in real time

• Maintain RACI clarity across all workstreams with single named owners and shared accountability

• Facilitate collaborative problem-solving sessions where cross-functional teams jointly solve blockers and commit to delivery

Monthly Governance Cycles

• Present crisp RAG status and risk narratives to steering committees with headline insights and decisions in unmissable callout boxes

• Monitor budget variance, explain cost movements, maintain forecasts, and track benefits realization (CapEx/OpEx trade-offs, business case pressure testing)

• Proactively escalate conflicting priorities, govern dependencies, and lead formal change control processes that protect baseline scope and budget while maintaining sprint backlog flexibility

Program Milestones & Phase Gates

• Develop program-level milestone plans and steering committee governance spanning initiation through closure, with mastery across Agile, Waterfall, and Hybrid methodologies

• Validate benefits realization post-launch and embed lessons learned into future programs

• Coach team members in program management best practices and delivery methods

Program Examples You'll Own

• Enterprise System Transformation: Migrating legacy platforms to modern, scalable architectures

• Agentic AI Deployment: Scaling AI-driven agents to improve operational efficiency and customer experience

• Process Modernization: Redesigning end-to-peer business processes to reduce friction and cost

What You Bring

• Hybrid Delivery & Governance Mastery: Expertly manage Waterfall and Agile methodologies, balancing fixed milestones with sprint flexibility

• Executive Communication: Distill complex health metrics into crisp RAG status reports, risk narratives, and clear decision requests

• Financial Acumen: Own budget conversations, business case development (CapEx/OpEx), and post-launch benefits realization

• Strategic Alignment: Drive clarity via RACI matrices and facilitate co-creation sessions to ensure single-owner accountability

Qualifications

Education & Certification

• University degree

• PMP (Project Management Professional—PMI) OR SAFe SPC/RTE certification

Experience

• 7–10 years of program or project management in complex, multi-functional environments

• Demonstrated mastery of hybrid delivery and executive stakeholder management

• Track record owning program financials, benefits realization, and cross-functional alignment at scale

• ITIL 4 Foundation Practitioner

• Exposure to enterprise system transformation, digital modernization, or Agentic AI initiatives

• Evidence of coaching/mentoring program teams

Nice To Have

• Lean Six Sigma Black Belt or equivalent

• Own.it certification

• Google Cloud or AWS Cloud Practitioner

• Silver level TELUS PM Certification (for internal candidates)

Advanced knowledge of English is required because you will most of the time interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.