Operations, Manager CX Operations

Description

***Applicants should be available and willing to work on-site and/or from home depending on business needs.***

Operations, Manager CX Operations - El Salvador

Position overview:

The Operations Manager Shipper LOB is responsible for developing, aligning and executing the strategies established in his/her program through the proper planning, coordination, development and motivation of Team Leaders, with the aim of providing quality service that meets both the client’s and TELUS Digital’s standards.

Key responsibilities:

Performance Engineering: Drive the delivery of all LOB metrics (SLA, AHT, CSAT/NPS, and Quality) specifically tailored to shipping and logistics workflows.
Strategic Leadership: Lead the daily embodiment of Company Values while managing the scaling and stabilization of a new account.
Talent Development: Design and execute engagement and retention plans for Team Leaders, ensuring a pipeline of leadership capable of handling high-pressure shipping peaks (e.g., Peak Season/Holidays).
Client Collaboration: Act as a key point of contact for stakeholders to align operational output with shipper business requirements.

Requirements & Core competencies:

• Minimum 2 years of proven experience in Staff Position (Supervisory Role) - Required
• Schedule flexibility
• Able to work on-site
• Logistics Acumen: Expertise in overseeing massive, time-critical operational workflows.
• Client Orientation: Strong commitment to enhancing the final shipping experience.
• Technical Adaptability: Capability to rapidly master and deploy novel dispatch platforms and CRM applications.
• Autonomous Governance: Aptitude for steering fresh account launches with high independence.

Leadership competencies:

• Incident Resolution: Proven expertise in steering cross-functional groups during critical service disruptions or dispatch bottlenecks.
• Organizational Transformation: Guiding the evolution from program onboarding to stable, continuous execution.
• Partner Engagement: Aligning strategic targets seamlessly between internal leadership and external logistics partners.
• Team Alignment: Fostering high-performing teams oriented toward flawless first-pass execution.

Functional competencies:

• English - B2 - Required
• Oral and written comprehension.
• Appropriate use of language.
• Google Workspace Spreadsheets and Microsoft Excel Knowledge
• Preparation and presentation of advanced graphics
• Excel Advanced
• Monitoring Techniques - Advanced
• Customer Service - Advanced
• Quality Processes - Advanced
• Performance Evaluations - Advanced
• Knowledge of Call Center Operations - Advanced
• Strategic Planning - Advanced

Qualifications:

• Education: University degree in Business Administration, Industrial Engineering, Economics, or Logistics/Supply Chain Management (Desirable).
• Certifications: Summit and Basecamp certifications (Desirable).
• Proven Experience: Extensive experience in personnel management within a high-pressure environment (Required).

About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.