Manager, Data Insights & Quality - Google CES Practice

Who We AreWelcome 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. LocationThis role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MAThe OpportunityTELUS Digital is seeking a Manager, Data Insights Quality - Google CES to support the growth and delivery of our Google CES capabilities. This role is a key position within our Global AI team, responsible for supporting our solution delivery, and enabling exceptional client outcomes through the application of Google's AI technologies for customer engagement by ensuring data driven insights and KPIs are readily available. You will play an important role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital continues to lead in AI-powered customer experience transformation through data-driven optimization and iterative improvements based on analytical insights. The role requires a combination of tactical execution, technical understanding of Google CES products, business acumen, data analytics, and the ability to manage and mentor a team. ResponsibilitiesPractice Support GrowthExecute components of the Google CES strategic roadmap within TELUS Digital's Global AI team, supporting adoption and measurable business impactSupport senior leadership in identifying new opportunities and maintaining relationships with Google and client stakeholdersPromote the adoption of Google CES solutions with a strong focus on implementing and utilizing Conversational Insights to extract actionable data from voice interactionsTrack and report on key performance indicators (KPIs) related to voice bot effectiveness, customer satisfaction, and containment rates, highlighting project progress and client impact through data-driven insights. Solution Development InnovationStay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilitiesEnsure delivery excellence and solution quality by applying best practices and proven technical approaches and continuously refine solutions based on performance data and customer feedback from voice bot interactions. Foster a culture of innovation and continuous improvement within the teamTeam Management DevelopmentManage and develop a team of AI specialists, solution architects, and delivery professionalsProvide technical and project guidance to ensure delivery success and professional growthSupport training and certification programs for Google CES technologiesCoordinate project prioritization and resource planning to maximize team effectivenessClient Engagement PartnershipServe as a key point of contact for clients, translating business challenges into effective Google CES solutionsSupport workshops, presentations, and solution demos that clearly articulate business valueCollaborate with sales, marketing, and delivery teams to support go-to-market strategies and ensure seamless client deliveryCompetenciesBachelor's degree in Computer Science, Engineering, Business, or related field3+ years of experience in technology consulting, digital transformation, or customer experience, with exposure to AI/ML solutions2–3 years of team management experience delivering technology projectsStrong analytical skills with the ability to identify trends, anomalies, and optimization opportunities within large datasets generated by conversational AI platforms, especially voice bots. Working knowledge of Google Customer Engagement Services (formerly CCAI)Experience in data visualization and reporting tools to present actionable insights on voice bot performance to both technical and business stakeholders. Experience delivering AI/ML-powered customer engagement or contact center solutionsDeep understanding of customer experience design, contact center operations, and the ability to analyze key CX metrics, particularly those derived from voice bot interactions, to drive improvements. Business acumen with the ability to identify opportunities and support growth initiativesStrong communication and presentation skills for both business and technical audiencesCollaborative management style with the ability to work effectively across diverse stakeholdersProblem-solver with a practical orientation and ability to manage client needsEqual Opportunity EmployerAt 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. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy. What We'll OfferIn addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: Healthcare benefits - Medical, Vision, Dental401K matchingEmployee Share Purchase PlanCompetitive PTO PolicyEmployee Assistance Program (EAP)Life Disability InsuranceAnd more! Annual Performance BonusThis position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances. Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits. Annual Base Salary Range (Performance Bonus Eligible)$146,000$202,052 CADOriginally posted on Himalayas Apply To this Job