Job Specifications
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.
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.
Working Hours: Full-time on-site (5 days / week), Eastern Standard Time hours
The Opportunity
As our AI & Digital Transformation you will be an integral part of our contact centers at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in the Casablanca, Morocco office. In this role, you will lead and mentor a team of highly skilled technical experts who will work closely with clients and operational leaders to accelerate AI adoption, deliver impactful solutions, and drive both revenue growth and operational efficiency. You will serve as the primary point of contact in the region, aligning TELUS Digital Solutions’ AI, digital transformation, and business strategies. As a senior leader, you will champion our core values, cultivate a high-performance culture, and leverage your teams’ expertise in AI adoption, digital transformation, client success, CX innovation, and operational excellence to ensure success.
Responsibilities
Partner with executive leadership to develop and implement AI, digital transformation, and CX strategies in Morocco that align with TELUS Digital’s global goals
Contribute to TELUS Digital’s CX clients and their operations by building teams focused on identifying impactful opportunities to leverage AI and improve key metrics, drive revenue growth, or reduce operational costs.
Maintain consistent communication with project leads to monitor progress on deliverables with the goals of exceptional program execution, client satisfaction, retention, and expansion
Successfully build, allocate, and scale project teams to identify and deliver opportunities, while meeting and exceeding client expectations
Proactively plan and forecast headcount based on incoming demand, along with the existing capacity and capabilities of the team
Advise and oversee hiring success in Morocco, including evaluation and selection processes, headcount planning, compensation, and talent market analysis
Support HR-related functions to include onboarding, new hire training, performance management, employee benefits, terminations, and offboarding
Coach people leaders and individual contributors around performance management, professional growth and development, delivering feedback, and short/long-term goal setting
Foster TELUS Digital Solution's core values and culture of continuous innovation and collaboration across teams
Identify gaps in knowledge within the current workforce to plan Learning & Development programs to up-skill and reskill teams to tackle the ever-changing technical challenges of our clients
Create internal programs for employee engagement and retention that resonate with teams
Qualifications
8+ years of experience leading business and people operations in growing companies (strong preference for candidates with consulting and/or agency experience with a variety of clients and industries)
Great understanding of the AI & GenAI market space and innovations, staying abreast of emerging products and solutions, and leveraging them to deliver impact for clients and partners
Experience applying operational leadership principles and business concepts in a technology-focused company
Experience communicating across multi-disciplinary teams to align strategy and vision
Experience collaborating with people operations, e.g., Human Resources, Talent Acquisition, Talent Management, and/or Learning & Development for an industry with a competitive talent market
Proven track record of growing and scaling teams to meet business demands
Experience with project estimation, planning, and resource allocation for custom software products or projects
Track record of building and executing programs around social impact, early talent, or L&D at a company-wide level
Experience leading and managing on-site team members