Sr Mgr, Process Improvement & Transformation

Résumé du poste

The Senior Manager will lead cross-functional initiatives to simplify processes, eliminate friction, and improve customer and operational outcomes. They are responsible for translating customer journey strategies into executable operational improvements and ensuring sustained adoption across the organization.

Détails du poste

SENIOR MANAGER, PROCESS IMPROVEMENT & TRANSFORMATION About telMAX Inc.: Based in York Region, telMAX is a private equity-backed all fibre digital infrastructure platform that provides a 21st century alternative to traditional telecom networks. Recognized for four consecutive years as Canada’s Fastest ISP with an industry-leading net promoter score of over fifty, telMAX is continuing its rapid growth plan to bring its all-fibre network to residential and business customers across Southern Ontario. Your Position & How You Will Contribute: Reporting to the VP, Product Management & Customer Experience, the Senior Manager, Process Improvement & Transformation will be responsible for turning opportunities into simpler, smarter, more scalable ways of working across telMAX. Working horizontally across Product, CEX, Care, Sales, Field Ops, Systems, Network and other teams, this role identifies friction, connects the dots across functions and leads cross-functional improvements from problem definition through execution including helping to define the measurable impact. This is a key resource in actioning Voice of the Customer (VoC) recommendations. Partnering closely with Customer Experience, the role helps translate customer journey strategy and experience blueprints into operational reality - ensuring improvements move beyond ideas and recommendations to implementation, adoption and sustained results. This is a highly collaborative, hands-on role for someone who can see the big picture, get into the details and mobilize others to make change happen. Responsibilities & Key Duties: * Continuous Improvement & Transformation - Identify, prioritize and lead cross-functional opportunities to simplify how telMAX works, eliminate friction and improve customer, employee and business outcomes. * E2E Process Improvement - Diagnose root causes, redesign processes, workflows, hand-offs across functional boundaries to deliver simpler, more scalable, effective ways of working. * CEX Blueprint Activation - Partner with Customer Experience to translate journey strategy, customer insights and experience blueprints into executable operational improvements. * Cross-Functional Execution - Mobilize cross-functional teams to turn improvement opportunities into action and measurable results. * Transformation Leadership & Governance - Bring structure, pace and accountability to priority initiatives, establishing clear outcomes, ownership, milestones, dependencies and measures of success. * Change & Adoption - Drive improvements through implementation and into day-to-day operations, ensuring new processes, ways of working are understood, adopted and sustained. * Measurement & Optimization - Use customer, operational, performance data to prioritize opportunities, measure impact, continuously refine solutions based on results and learnings. What You Bring: * Transformation minded - sees opportunities to fundamentally improve how work gets done and can envision a better future state rather than simply optimize what exists today. * E2E thinker - naturally looks across organizational boundaries, understands how people, process, technology and decisions come together to shape customer and operational outcomes. * Exceptional problem solver - breaks down complex and ambiguous problems, gets to root cause and translates insights into practical, sustainable solutions. * Execution obsessed - moves comfortably from strategy and recommendations through implementation, adoption and follow-through; focused on making change happen and making it stick. * Cross-functional leader & influencer - builds alignment, accountability and momentum across diverse teams and senior stakeholders without relying on formal authority. * Customer centric - keeps the customer outcome at the centre while balancing operational, technical, employee and commercial realities. * Analytical & insight driven - uses data, customer feedback and operational measures to prioritize opportunities, diagnose issues and demonstrate measurable impact. * Structured but pragmatic - brings discipline, strong facilitation and appropriate transformation methodology without creating unnecessary process or bureaucracy. Experience: * Proven track record leading cross-functional transformation initiatives from problem definition through execution and measurable impact. * Hands-on experience dignosing root causes and redesigning end-to-end processes, workflows, and hand-offs across functional boundaries. * Analytical background using data and operational metrics to size and prioritize problems. * Experience in telecom, ISP, or a similar field is an asset. Education: * Bachelor’s degree or diploma in Business, Engineering, or equivalent experience. * Process Design, Journey Design experience and certification an asset. ImPACT Values Performance & Commitment * We hold ourselves to the highest standards, delivering exceptional results through dedication, accountability, and continuous improvement. Our commitment to excellence drives us to push boundaries, take ownership, and always follow through. Agility & Collaboration * We move fast, adapt with courage, and work together to solve challenges. Through empowerment and open communication, we foster a culture where bold ideas thrive. We leverage our collective strengths, achieve shared success and deliver exceptional results for our customers and teams. Customer Centricity * In every decision we make, we think through the customer’s lens. We know that anticipating and exceeding their expectations isn’t just good service—it’s the foundation of who we are. By staying deeply connected to our customers’ needs, we build loyalty, enhance our reputation, spark positive word-of-mouth and drive company growth. Trust & Integrity * We build trust by acting with integrity, respect, and transparency in everything we do. We communicate with each other openly and presume positive intentions. By upholding these principles, we strengthen relationships, create a culture of respect, and empower teams to succeed together. Why You Should Join telMAX: * We are a growing, dynamic organization * We offer a competitive variable compensation package * Hybrid positions * Benefits (Medical, Dental, and Vision) * Health Spending Account (HSA) * RRSP matching program Equity Statement telMAX Inc. is an equal opportunity employer committed to fostering an inclusive and accessible workplace, welcoming applications from all individuals. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available on request for candidates during the selection process as well as throughout employment.

Ce que vous ferez

The Senior Manager will lead cross-functional initiatives to simplify processes, eliminate friction, and improve customer and operational outcomes. They are responsible for translating customer journey strategies into executable operational improvements and ensuring sustained adoption across the organization.

Exigences

Candidates should have a bachelor's degree or diploma in Business, Engineering, or equivalent experience, along with a proven track record in leading cross-functional transformation. Strong analytical skills and experience in diagnosing root causes and redesigning end-to-end processes are essential for this role.

Avantages

• Competitive variable compensation package • Hybrid work arrangement • Medical insurance • Dental insurance • Vision insurance • Health spending account • RRSP matching program

Compétences indiquées

• Change Management · Souhaitée
• Operational Excellence · Souhaitée
• Root Cause Analysis · Souhaitée
• Gestion de projet · Souhaitée
• Process Improvement · Souhaitée
• Stakeholder Management · Souhaitée
• Cross-Functional Collaboration · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Process improvement
• Transformation leadership
• Cross-functional collaboration
• Customer experience strategy
• Root cause analysis
• Change management
• Data-driven decision making
• Project management
• Stakeholder management
• Operational excellence
• Workflow redesign
• Voice of the customer
• Strategic planning
• Performance measurement
• Business process design
• Analytical skills
• Courage
• Customer Centricity
• Operational Performance Management
• Accountability
• Workflow Management
• Net Promoter Score
• Follow Through
• Voice of the Customer (VoC)
• Telecommunications
• Customer Service
• Communication
• Continuous Improvement Process
• Equities
• Sales
• Governance
• Leadership
• Scalability
• Problem Solving
• Milestones (Project Management)
• Operations
• Private Equity
• Process Design
• Product Management
• Relationship Building
• Process Improvement
• Balancing (Ledger/Billing)
• Prioritization

Domaines d’emploi

• Management & Leadership
• Consulting
• Customer Service & Support
• Technology
• Engineering
• Process Improvement Manager
• Process Manager
• Manufacturing Managers
• Operations Research Analysts