Director, Operational Transformation Capability

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.

Location

This role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MA

The Opportunity

As the Director, Operations Transformation, you will lead one of our fastest-growing service offerings within Business Operations Modernization (BOM). You will drive the development and delivery of large-scale, cross-functional operational transformation programs — reimagining business processes, integrating enabling technologies, and delivering measurable outcomes. 

This role is both strategic and executional. You will shape our OT playbook, scale delivery capabilities, and lead high-impact client engagements across industries. You’ll partner with executive stakeholders, coach cross-functional teams, and bring a consulting-led mindset to uncover operational inefficiencies and unlock value.

Responsibilities

Lead Client Impact 

• Serve as the executive sponsor on complex transformation engagements, ensuring delivery excellence, stakeholder alignment, and measurable ROI 
• Guide clients in redesigning core operations, modernizing workflows, and embedding process excellence through data and automation 
• Translate strategic priorities into operational outcomes using lean methods, journey mapping, service blueprinting, and digital enablers 

Scale the Practice 

• Build and evolve the OT offering — codifying IP, frameworks, accelerators, and GTM assets aligned to our BOM vision 
• Establish scalable delivery models with blended global teams (onshore, nearshore, offshore)
• Collaborate with Sales and Account leaders to shape pursuit strategy, craft proposals, and close new logos and expansion deals 

Enable Growth 

• Mentor and develop a high-performing team of transformation practitioners, analysts, and process designers 
• Define and track KPIs to measure program impact, customer experience, and operational efficiency
• Serve as a thought leader — representing TELUS Digital at industry forums, partner events, and client advisory boards 

 

Competencies

• 12+ years of experience in operations, business transformation, or process improvement leadership roles 
• Track record of leading large-scale transformation programs across industries (preferably in telecom, Agriculture, or consumer sectors) 
• Demonstrated expertise in contact center customer journey mapping and optimization
• Proven experience in process simplification and automation within contact center environments
• Strong expertise in operating model redesign, process automation, CX-driven transformation, and change management 
• Experience in supply chain optimization, cost management, and change management
• Exceptional project and program management skills 
• Experience leveraging analytics, workflow tools, and automation platforms to enable transformation
• Ability to simplify complex information and streamline data into compelling presentations and recommendations 
• Executive presence with the ability to influence C-level stakeholders and simplify complex ideas. 
• Certifications in Lean Six Sigma (Black Belt preferred), Prosci (Change Management), or PMP are strong assets
• Background in consulting or advisory environments preferred