We at Lionbridge AI at TELUS International are waiting for you to join us! As a Operations Manager, you will be responsible for managing customer relationships of defined global customers. You own the overall financial health of the different accounts and work with your team and site leadership to improve all areas process, people and technology. You are a leader of Area team of Program and Project Managers, Project Coordinators and other Team Members and with your active lead, coaching and support for your team you drive the project execution excellence and continuous improvement of operations.
Personally engage with customers as senior operational leader: understand customer business issues and lead area team to execute on defined solutions across all service offerings.
Lead, coach and support team of Program and Project Managers, Project Coordinators and other Team Members. Track and monitor performance of global delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability
Accountable for increasing organic program revenue, managing margin and other KPIs
Work with operations leadership to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
Manage and develop project management standards and methodologies. Responsible for training program for new Project Management team members.
Responsible for operational revenue forecast and partners with sales team on sales forecast
8-10 years' experience in project management, program management, finance or marketing.
Strong project management and negotiation skills while working within established business priorities and constraint
Requires extensive inter-personal skills, excellent business planning skills, cross-group coordination at all levels, business acumen, and the ability to work on several diverse projects at the same time
Passion about our customers, our technology and our people
Superior judgment, team building, budgeting, and the ability to work under continual deadline pressure required
Strong analytical/problem solving skills, demonstrated success in driving complex strategies and projects, outstanding organizational skills and agility, strong communication skills
A consistent, "can do" attitude, and will act quickly to rally organizations around a common vision
BA/BS required. Advanced business degree preferred.
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