Manager, Delivery - Forward Deployed Squads (CXAI)

WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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. With a global team across North America, South America, Central America, Europe, Africa, 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 & FLEXIBILITY Our Manager, Delivery - Forward Deployed Squads (CXAI), is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity 2-3 days weekly. This role can be located in Charlottesville, VA, Columbus, OH, Boston, MA, or Durham, NC. THE OPPORTUNITY As a Manager, Delivery - Forward Deployed Squads within our CXAI practice, you'll lead forward-deployed squads partnering with specific accounts and verticals — primarily within TELUS Digital's BPO and External client space. You'll work closely with Solution Architects, Forward Deployed Engineers (AI Engineers, SWEs, and others), Product Researchers, Designers, and other key team members to ideate, discover, build, and implement digital innovation solutions within the CX Operations space for key accounts and verticals. Your squad(s) will focus on the POC and Pilot stages, with the goal of identifying successful, scalable solutions — whether that means scaling within the account you're working in, or identifying a broader transformation solution that can extend to other CX clients or verticals globally. RESPONSIBILITIES - Lead multidisciplinary squads — Solution Architects, Forward Deployed Engineers, Product Researchers, Designers, and other key team members — driving discovery, ideation, and delivery of digital innovation solutions within CX Operations - Work closely with CX Operations leadership on discovery and ideation, and with TELUS Digital program leadership to align and execute on program- and company-wide initiatives - Own the POC-to-Pilot lifecycle for your squad(s), with a clear focus on identifying solutions that are successful and scalable within the account, and potentially across other CX clients or verticals - Be accountable for ensuring your squad(s) stay focused on measurable solutions, partnering with key cross-functional teams within the transformation and operations org to track metrics and scaling opportunities - Lean on deep client services experience to drive effective decision-making on complex issues of scope, design, architecture, and process - Deliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executives - Create, guide, and communicate the holistic (TELUS Digital, client, 3rd party) project plan and goals to create alignment and drive convergent implementation - Own weekly squad reporting, status decks, and related reporting cadences - Translate open-ended asks — from leadership, clients, or emerging needs — into a clear plan of action for your squad, without waiting for a fully scoped mandate - Leverage, where possible, existing software solutions — internal or external — that could solve for the problem space, or build on top of existing solutions rather than starting from scrat…