AI Operations Manager

TELUS International
United States
June 06, 2023
Basic Information Ref Number Req_00099627 Primary Location Home Office - United States Country United States of America Job Type Support Positions Work Style Remote Salary range $122,400 - $153,000 /annually Description and Requirements Role Summary The AI - Operations Manager will be responsible for managing day to day operations of a defined global customer account. You will work with your team and account leadership team to improve all areas related to processes, people and technology. You will be a leader of a local/area team consisting of Program and Project Managers, Project Coordinators and other Team Members. With your active lead, you will coach and support your team and help drive excellence in project execution and continuous improvement of operations. Main Responsibilities: 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. Establish and monitor KPIs and QBR processes internally. 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. Collaborate with internal, local, and global teams to initiate and implement procedural changes and customized workflows. Optimization through automation - provide innovative solutions to improve processes. Manage financial processes and diligence, budgets and other KPIs. Responsible for the training program for new team members. Customer communication Primary Requirements: Bachelor's degree in Business Administration or any other related field. An advanced business degree is a plus. 6-9 years experience in project management, program management, finance or marketing, ideally in Machine Learning or a similar environment/domain. 5- 6 years of experience leading and managing team members. Experience managing multiple complex projects simultaneously. Strong project management and negotiation skills while working within established business priorities and constraints. Requires extensive interpersonal 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. 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. High technical proficiency, particularly in spreadsheets, data analysis and reporting (e.g. creating and understanding dashboards and pivot tables). Fluency in English is a must. Preferred Experience, Skills & Competencies Experience in machine learning and artificial intelligence fields, such as data collection and annotation. Experience in AI/ML for crowd and data collection projects involving text, speech, image or video, is a plus. Experience with speech technology, market research or a machine-learning related field is a plus. Experience working with crowdsourcing platforms involving complex demographic requirements, a plus. Equal Opportunity Employer At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment of , including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity. Additional Job Description As an Operations Manager on our AI team, you will be responsible for managing day to day operations of a defined global customer account. You will work with your team and account leadership team to improve all areas related to process, people and technology. You will be a leader of a local/area team consisting of Program and Project Managers, Project Coordinators and other Team Members. With your active lead, you will coach and support your team and help drive excellence in project execution and continuous improvement of operations. EEO Statement At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent. Equal Opportunity Employer At TELUS International, 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.