Operations Manager (TELCO Retention)

Operations Manager (TELCO Retention)

Description

Manager, Sales Operations WLN Retention

We're looking for a hands-on people leader ready to own both the customer experience and the sales outcome, coaching a team of Inbound Sales Specialists to turn every customer call into the right solution.

Who We Are

TELUS is one of Canada's largest and most respected digital technology and telecommunications companies - with over $20 billion in annual revenue and a reputation for innovation, inclusion, and putting customers first. From connectivity and mobility to cybersecurity and AI, TELUS is shaping the future of how Canadians live and work.

At the heart of that growth is TELUS Small Medium Business (SMB), one of the fastest-growing segments in the company. Our Inbound Sales team is often the very first voice a customer hears, and as Manager, Sales Operations, you'll lead the team that makes that first impression count.

Your Role

You will lead a team of Outbound Sales Managers, owning the full performance equation - service, sales, and coaching. This role is accountable for driving sales performance and quality customer interactions across an integrated portfolio of TELUS Business products, while ensuring every customer interaction reflects TELUS values. You'll be hands-on: on the floor, in the data, and in the huddle - driving both the customer experience and the sales result.

Candidates will be accountable for sales performance, pipeline health, customer journey execution, productivity, and team development. He/She will translate Canadian SMB sales strategies into strong frontline execution while building a high-performing sales culture

Your Role

• Performance Ownership: Own your team's sales and revenue targets, balancing conversion, productivity, pipeline health, and customer experience to deliver strong business results.
• Pipeline Management: Drive healthy pipeline creation and progression, ensuring opportunities are qualified, followed up on, and advanced through the sales funnel with minimal leakage.
• Customer Sales Journey: Ensure reps consistently execute the end-to-end outbound sales journey - from campaign sales motion and discovery through solution presentation, objection handling, close and first bill review.
• Coaching-First Leadership: Lead regular 1:1s, call coaching, and real-time feedback to strengthen sales behaviours, improve conversion, and build rep capability.
• Data-Driven Action: Use Lead and Lag KPIs - including connect rates, conversion, pipeline progression, talk time, productivity, and attainment - to identify trends and turn insights into targeted action.
• Talent Development: Identify and develop top talent, building a strong bench of sales leaders and reps while supporting career growth across TELUS SMB sales motions.
• Clear Communication: Translate TELUS product, campaign, and sales strategy into clear direction and consistent execution across your teams.
• Cross-Functional Partnership: Partner with Canadian Sales, Workforce Operations, Enablement, Quality, Analytics, and other teams to remove barriers, improve the customer journey, and maximize sales performance.

What's In It For You

• Career Growth & Development: Access leadership development and hands-on coaching experience, with clear pathways to advanced roles within TELUS SMB, TELUS Digital, or across TELUS.
• Coaching & Mentorship: Learn directly from experienced sales and operations leaders across TELUS SMB.
• Competitive Compensation Package: A strong base salary plus incentive opportunities tied to team performance.
• Competitive Compensation Package: An above-market base salary, plus uncapped commission, with accelerator bonus of up to 200%
• A Team Worth Joining: Join a high-performance team that genuinely invests in each other - collaborative, competitive, and motivated by shared wins.

What do you bring?

• Leadership Mindset: A coaching-first approach to leadership, with accountability for both team results and individual development.
• Operational Fluency: Comfort managing shrinkage, staffing, and performance data in a fast-paced, high-volume environment.
• Strong Communication Skills: Verbal and written proficiency in English with the ability to clearly articulate vision, goals, and feedback.
• Adaptability & Resilience: A positive, flexible attitude amid evolving technology, tools, and changing business needs.
• Genuine Growth Mindset: Eagerness for continuous learning and building a long-term career within a global, high-performance organization.
• Availability: Ability to work 11am to 8pm est , Monday - Friday, with weekends as required

Preferred, but not required, the right attitude goes a long way here!

• Previous sales leadership, contact centre operations, or workforce management experience
• Familiarity with CRM and contact centre tools (Salesforce, Genesys Cloud, or similar)
• Background in technology, telecommunications, or SaaS sales is an asset

Join TELUS SMB and own your team's success. Your leadership story starts here!

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.