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Operations Manager


The Operations Manager is responsible for developing, aligning and executing the strategies established in his/her program through the proper planning, coordination, development and motivation of Team Leaders, with the aim of providing quality service that meets both the client’s and TELUS International’s standards.

 You will be responsible for overseeing various aspects of the program, collaborating with cross-functional teams, and driving continuous improvement efforts. This role requires a strong blend of technical acumen, project management skills, and leadership abilities. 


Main Responsibilities:

  •  Ensure the management and delivery of all program metrics while driving the team’s performance, development, engagement and retention plans. 
  • Manage the day-to-day operations, ensuring that it aligns with strategic objectives. 
  • Monitor and assess the program’s performance, identifying areas of improvement. 
  • Develop and implement operational policies, procedures, and best practices to enhance efficiency.
  •  Lead and mentor the program’s Team Leads, providing guidance and support for their growth and development, while fostering a culture of collaboration and innovation. 
  • Define project scopes, goals, and deliverables, and monitor progress against key milestones. 
  • Optimize resource utilization and scalability of the operation. 
  • Communicate program updates and results to executive leadership and other relevant stakeholders. 
  • Monitor and assess quality control processes to ensure accuracy and effectiveness.
  •  Assist in selecting expert raters for specific projects depending on their skills. 
  • Minimum of 2 years of proven experience as Team Lead or minimum of 1 year of proven experience as Operations Manager - Required 
  • Schedule flexibility- Required 
  • Able to work on-site- Required



  • Proven track record of managing successful operational teams to ensure results. 
  • Proficiency in analyzing and improving operational processes for increased efficiency. 
  • Knowledge of budgeting, cost management, and financial analysis to make informed decisions. 
  • Leadership skills to guide and motivate a team, fostering a collaborative and innovative environment. 
  • Highly focused on operational discipline, sense of urgency and delivery of results. 
  • Experience in client-facing roles/scope of responsibilities Creativity and innovation, the ability to identify and address operational challenges, often in a time-sensitive manner. 
  • Proactive ownership and accountability Efficient decision-making and problem-solving skills. 
  • Strategic thinking to align operational initiatives with the program's long-term goals. 
  • Excellent communication skills, both written and verbal, with the ability to collaborate effectively with cross-functional teams. 



  • English - B2: Required Oral and written comprehension 
  • Appropriate use of language. Advanced G - suite knowledge
  • Preparation and presentation of advanced graphics 
  • Advanced Strategic Planning Financial acumen - Required
  • Familiarity with ethical considerations and challenges in AI, particularly in the context of advertising. 
  • Google AI learning path - Desirable
  •  Machine learning - Desirable 
  • Bachelor's degree in Business Administration, Linguistics, Communication, Creative Writing, or a related field; relevant experience will also be considered - desired 

Operations Manager