Project Manager (CXAI)

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, 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.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, 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

This role will work remotely in Bulgaria, with the flexibility to visit client sites as needed. This role will require working local business hours (in EEST/EEDT) but also being able to attend meetings with global team at least twice a week during EST hours.

The Opportunity

The Project Manager on TELUS Digital’s CX Operations team will be responsible for managing and delivering internal digital transformation initiatives and generative AI tooling implementations with Fuel iX within a broader strategic program. This role focuses on executing 5-8 projects across multiple streams, including digital solution deployments, vendor integrations, and technology implementations. The position requires close collaboration with cross-functional teams across the globe (e.g. Europe, Central America, North America, South Africa, etc.) to ensure seamless delivery and alignment with business and technical objectives.

Responsibilities

Project Planning & Execution

• Develop and maintain detailed project plans, timelines, and milestones for digital transformation initiatives

• Manage end-to-end implementation of technology solutions and digital platforms

• Coordinate cross-functional resources to ensure successful and efficient project delivery

• Track and manage project budgets within allocated parameters

• Be flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and product

Implementation Management

• Lead the deployment of digital solutions across assigned accounts Coordinate technical integrations with IT teams and vendors (Fuel iX and Voice AI tools like Sanas)

• Manage project timelines and ensure on-time delivery of implementations

• Monitor and report on implementation progress and metrics

Stakeholder Coordination & Cross Function Collaboration

• Facilitate regular project status meetings with stakeholders across various geographies (Including Guatemala, US, CA, Brazil, Europe, South Africa, and Morocco)

• Coordinate with client teams for customization needs and requirements

• Work closely with IT, Product, and Operations teams

• Support the preparation of status updates for RVPs and leadership

• Deliver timely, tailored communication for various audiences: engineering teams, product managers, and C-level executives

Risk & Issue Management

• Identify and track project risks and issues

• Develop and implement mitigation strategies

• Manage project health metrics and status reporting

• Coordinate resolution of technical and operational challenges

Performance Tracking & Reporting

• Track and report on project KPIs and success metrics

• Monitor user adoption rates and implementation effectiveness

• Document project progress, challenges, and successes

• Prepare regular status reports and updates

   

Qualifications

• 5+ years of experience in the software development industry as a project/program leader (e.g. Project Manager, Operations Manager, Technical Business Analyst, Product Manager, Product Owner, Team Lead, or Scrum Master)

• Excellent proficiency in English (written and spoken) — minimum level B2 based on the Common European Framework

• Consistently rated in the top performance bracket for annual delivery, stakeholder management, and budget execution

• Demonstrated empathy, experience and confidence managing digital transformation or technology implementation projects with complex scope and with multiple executive stakeholders

• You've managed projects, provided feedback, and led multidisciplinary teams

• Experience working with enterprise project management and AI tooling such as: Monday.com, Google Workspace, Anthropic/Claude, Gemini Enterprise, etc.

• Strong stakeholder management and communication skills

• Proven track record of successful project delivery and experience with Agile methodologies

• Strong analytical and problem-solving abilities

• Certifications such as CSM, CSPO, PMP, SA, SPC, etc.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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