Vice President, Customer Service Delivery (CSD) Operations

Vice President, Customer Service Delivery (CSD) Operations

The Vice President of Customer Service Delivery (CSD) Operations is accountable for leading the end-to-end execution, efficiency, and excellence of TELUS’ field and partner operations across Western Canada. This role advances our core CSD mandate by enabling best‑in‑class installation, repair, and in‑home service experiences, while driving productivity, revenue growth, and customer loyalty.

As TELUS evolves to meet customer expectations in an increasingly digital and converged landscape, this leader will champion modernization of our field operations, embed sales excellence across the technician experience, and ensure our in‑home service model creates measurable value for customers. The CSD Operations portfolio plays a critical role in delivering on our Customers First commitment – ensuring every home visit and service interaction builds trust, loyalty, and measurable growth.

What You Will Do

Community and Customer Experience Leadership

• Build deep understanding of regional community performance drivers, aligning teams to local needs and competitive realities.
• Represent TELUS in priority markets, fostering relationships that enhance TELUS’ reputation as a trusted, community‑first provider.
• Partner with Customer Service Excellence and Brand teams to ensure in‑home experiences reflect TELUS’ commitment to simplicity, reliability, and care.

Operational and Sales Performance Leadership

• Lead field and partner delivery performance across BC and AB, ensuring first‑visit resolution, operational excellence, and customer satisfaction outcomes.
• Build a high‑performing, sales‑enabled field culture where every interaction drives both customer value and revenue growth.
• Develop and execute in‑home attach and upsell programs across Internet, TV, Security, and Connected Home services, ensuring technicians are equipped and motivated to deliver against revenue goals.
• Partner with Marketing, Channel, and Product teams to align local offers, promotions, and neighbourhood activation priorities.

Workforce Enablement and Partner Management

• Strengthen Home Team and partner enablement, equipping leaders and technicians with the tools, playbooks, and insights to sell through service.
• Evolve governance across partner delivery vehicles, driving shared accountability for sales conversion, quality, and efficiency.
• Collaborate with People & Culture and Learning to ensure sales capability development, recognition, and incentive structures reinforce desired frontline behaviours.

Financial and Operational Stewardship

• Lead the regional shadow P&L with a focus on optimizing unit cost, driving productivity, and increasing revenue per home visit.
• Utilize data and analytics to forecast demand, manage workforce efficiency, and measure attach and upsell performance.
• Drive continuous improvement through digitization, automation, and performance scorecards that link customer, cost, and sales outcomes.

Qualifications

What you bring

• Proven track record driving performance improvement through analytics, workforce optimization, and customer‑focused sales strategies.
• Senior operational leadership experience in field services, telecommunications, cable, or utilities, with strong sales enablement and P&L accountability.
• Demonstrated ability to balance sales growth with exceptional customer service outcomes, driving improvements in satisfaction, retention, and loyalty metrics.
• Experience leading distributed teams and partner networks with both cost and revenue accountability.
• Strong stakeholder management skills and ability to collaborate cross‑functionally to deliver unified outcomes.

Leadership Attributes

• Deeply customer‑focused, motivated by helping customers discover value in every interaction.
• Builder of high‑accountability, sales‑ and service‑driven cultures that celebrate excellence in both customer outcomes and growth.
• Strategic and data‑driven – able to balance revenue ambition with operational discipline and customer care.
• Inspirational communicator who empowers and mobilizes large frontline teams – coaches leaders to develop talent, celebrate success, and drive performance at scale.
• Collaborative and enterprise‑minded, with strong commercial acumen and an instinct for connecting customer experience to business impact.