Director, Operational Transformation Capability Boston, Massachusetts, United States; Charlottesville, Virginia, United States; Columbus, Ohio, United States; Durham, North Carolina, United States; Remote, US 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 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) 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 Why Join Us This is more than a leadership role — it’s a chance to build a marquee offering in a high-growth portfolio, partner with globally recognized brands, and help shape the future of digital operations. You’ll be part of a purpose-driven team that puts innovation, inclusion, and impact at the core of everything we do. Equal Opportunity Employer At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.

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