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California, United States
Remote only
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.
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.
The Program/Operations Manager owns the end-to-end delivery and execution of the onsite and in-the-wild data collection client programs, overseeing financial performance, client engagement, and cross-functional execution from pre-sales through delivery. This role is business-minded and delivery-focused: it requires deep operational excellence, client satisfaction, and strategic execution in a fast-moving, high-stakes environment where quality, throughput, and safety all matter simultaneously.
Our ideal candidate will work remotely out of California. This role has required and regular travel to program facilities and field data collection sites.
Own overall program performance, including financial health (forecasting, P&L, invoicing), delivery success, and client satisfaction.
Serve as the primary point of contact and escalation point for operational and client challenges, leading regular client syncs and on-site or virtual business reviews (weekly/quarterly).
Drive consistent reporting through weekly status updates, dashboards, and progress reviews to internal leadership and client stakeholders.
Lead and develop project teams with direct people management responsibility, monitoring performance metrics and productivity across teams and addressing gaps through coaching and development.
Collaborate with Legal and Liability to ensure onsite and in-the-wild collection activities meet compliance, safety, and insurance standards.
Work with Talent Acquisition to define hiring strategy and job profiles for collectors, including hybrid full-time, part-time (FTC/PTC), and crowd-based staffing models.
Guide execution strategy across staffing, vendor engagement, equipment, and day-to-day operationsEvaluate and deploy the right mix of staffing models — full-time collectors, part-time collectors, and crowd-based resourcing — to match program scale, coverage needs, and cost targets.
Lead Project Managers to ensure timelines, budgets, and milestones are met across both facility-based and field collection workstreams.
Support facility sourcing, setup, and readiness for onsite data collection, and own logistics for in-the-wild collection sites.
Oversee procurement strategy for equipment and staffing to match approved program scope.
Support the launch of new workstreams and oversee integration of third-party contributions into the overall delivery model.
Proactively identify and mitigate delivery risks, recommending interventions or contingency plans to close gaps or resolve quality and yield issues before they affect the client.
Align Operations, Talent Acquisition, Legal, Finance, Quality, and vendors around a single delivery plan.
Partner closely with the client — translating their requirements on approach, calibration, and equipment into staffing plans, timelines, and budgets, and ensuring field execution reflects the agreed technical standard.
Ensure alignment between execution and financial expectations, and drive clear communication across stakeholders for accountability.
Contribute to strategic planning with the client account and broader leadership team, identifying opportunities to scale the data collection delivery model to new accounts and programs.
3–5+ years managing global or large-scale onsite/field operations programs supporting Data Collection, User Research, Clinical Research, Machine Learning or a similar environment/domain.
Bachelor's degree in Business, Engineering, Operations, or a related field; relevant experience accepted in place of formal education.
Proven success leading cross-functional teams (Operations, TA, Legal, Finance) and driving high-stakes program delivery. Prior client-facing program or account management experience required.
Familiarity with program/project management methodologies such as PRINCE2, PMI, or similar preferred.
Translates complex client and technical requirements into scalable, executable delivery models.
Strong financial ownership: forecasting, P&L management, invoicing, and budget accountability.
Manages high-risk, high-volume onsite and in-the-wild environments effectively, including safety and compliance considerations.
Enables cross-functional alignment and speed across Operations, TA, Legal, Finance, and Quality.
Strong stakeholder management and customer-centric mindset; builds trust and alignment across global, distributed teams.
Structured, results-oriented approach to planning, monitoring, and control; confidently manages escalations and executes contingency plans.
Comfortable presenting performance, financials, and risk to both client and internal leadership audiences.
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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