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Vice President, Customer Service Excellence (CSE) Operations

Location : Vancouver, BC, CA Calgary, AB, CA Toronto, ON, CA Montréal, QC, CA Edmonton, AB, CA

Jobs by Category : Operations

Job Function : Customer Service

Status : Full Time

Schedule : Regular

Description

Our team and what we’ll accomplish together

The Vice President, Customer Service Excellence (CSE) Operations is accountable for orchestrating the systems, tools, and programs that enable best-in-class customer and frontline experiences across the Consumer Solutions Delivery organization.

This role brings together our Security Operations, Resource Planning and Dispatch, Escalations and operational enablement functions, and into a unified structure. The CSE Operations leader will ensure TELUS’ Customers First principles are embedded in every process - from data-driven insights to field execution - while enabling the operational backbone that supports our market growth and AI-powered transformation initiatives.

This leader will play a pivotal role in shaping how TELUS delivers, measures, and continuously improves customer experience outcomes across our field, security and wider consumer product portfolios.

What you will do

Enablement Strategy and Delivery

• Lead the development and integration of end-to-end enablement programs supporting field, partner, and digital service teams.
• Build scalable systems, playbooks, and digital tools that empower operational leaders to deliver consistent, high-quality service experiences.
• Partner across CSD, CX, and Technology to embed AI, analytics, and automation within customer operations.
• Partner across business units to identify and drive customer experience improvements informed by direct customer feedbac

Customer Experience and Insights

Operational Integration and Transformation

Lead transformation initiatives that simplify frontline experience, reduce friction, and accelerate problem resolution.

Performance and Process Optimization

What you bring

Leadership Attributes

Salary Range :

Performance Bonus or Sales Incentive Plan :

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as :

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates : if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M

Days volunteered in our communities.

70%

Team members that work at home or are mobile.

15.2

Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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