Sr Program Mgr - Data, Insights & Analytics

Description

Join our team and what we'll accomplish together

The TELUS Health Digital Transformation is a dynamic, fast-paced, and entrepreneurial group dedicated to supporting data-driven decisions for various TELUS Health products globally. The team focuses on solving complex problems that significantly impact customers and is committed to delivering a seamless digital customer experience. The TELUS Health Digital Transformation team is on a continuous journey towards helping TELUS Health become a world-class leader in Healthcare delivery, leveraging Technology and Artificial Intelligence products and solutions. We achieve this by delivering AI and data analytics capabilities built upon unified scalable platforms, improving the experience and efficiencies of our patients, clients, clinicians and agents. We are always keeping an eye on the horizon, preparing for the next big advancement in Technology to support our team

This Senior Program Manager role is a key, strategic position that will contribute to the execution of TELUS Health Digital Transformation team's strategy . Focus areas include call and chat insight/virtual agent insights generation transforming our client intake and counselling services. You will work with various teams across TELUS Health operations, technology, Data/Analytics. The ideal candidate is an expert in Health Contact Center Intelligence with a broad knowledge of utilizing technology to optimize operations. Additionally, this role is responsible for using AI-generated data to deliver insights to our customers, and positioning TELUS Health as a digital-first industry leader. Your mandate is to own and execute complex and cross-functional Contact Center AI (CCAI) initiatives.

What you'll do

• Collaborate with Operations (TELUS Health) to ideate, define, and champion AI opportunities in Clinical and Contact Center operations
• Transform client intake and counselling services to be best-in-class by understanding agent performance, financial and client satisfaction metrics, and developing AI solutions to drive improvements
• Lead, manage and prioritize concurrent projects and initiatives
• Identify and involve key stakeholders in projects, and develop effective working relationships
• Manage project dependencies and maintain project road maps to create alignment across teams
• Produce high quality presentations with a clear storyline
• Prepare and communicate status reports
• Building/collaborating with project teams
• Lead project working team members
• Tracking project performance and aim to maximize ROI
• Track and optimize financial performance such as CAPEX and OPEX impacts
  

Qualifications

What you bring

• Minimum of 5 years of experience managing cross-functional projects and stakeholder groups
• You have experience in health contact center environments and tools
• Have worked with AI tools to generate insights based on calls and chats
• Consulted on and managed programs through influencing and negotiating
• Demonstrated proficiency in leading business process improvements delivering significant value to an organization
• Experience with the AI Tools offerings in Google Cloud Platform
• You are a self-starter with a passion for working in a dynamic, high performance culture
• You can play the role combining your exceptional collaboration, relationship management, influencing and negotiation skills with your compelling storytelling and an ability to present to executive audiences
• Leveraging your financial & business acumen you will have the ability to comprehend the business value and speak to leadership in terms they understand
• Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations)
• Able to manage all aspects of high risk/complexity projects over the entire life cycle (initiate, plan, execute, control, close)
• Known for bringing spirit of teamwork and collaboration to everything you do
• Agile learner with the ability to operate at the intersections of big ideas and small details, thinking and doing, boldness and humility, leading and following
• You are comfortable with data management and leverage analytics to drive solution identification and decision-making
• You demonstrate subject matter expertise when providing updates for senior leaders

Great-to-haves

• PMP/ Agile Certification
• Experience with the data offerings in Google Cloud Platform
• Knowledge of cloud platforms (Google Cloud, AWS, Azure) and source control (GitHub).
• Exposure to data privacy and security principals