Director, Delivery Lead 3 (Telecom)

Who We Are

WillowTree, a TELUS Digital Company, partners with the world’s leading brands to help them tackle their thorniest challenges - be it launching new digital products, delivering personalized marketing at scale, or harnessing the power of data and AI to transform their business. These mission-critical initiatives aren’t solved by a single discipline. Great digital is a team game - it requires seamlessly combining strategy, engineering, design, data science, marketing, and more. Other firms have bolted on these capabilities - as digital natives, we’ve built them into our teams from Day 1. The result? Top and bottom lines that grow, alongside our client’s capabilities. Check out how we have impacted our clients' digital portfolios over the years.

In January 2023, WillowTree was acquired by TELUS Digital (Symbol: TIXT).  The combined company brings an unparalleled ability to deliver seamless, trusted, digitally-enabled experiences across any channel a customer might choose - be it mobile apps, websites, voice skills, chatbots, email, service agents, or associates. 

Location & Flexibility

This role is ideally based out of Denver, CO but we are open to candidates with willingness to travel to Denver and commute to clients as needed.

The Opportunity

We are seeking a dynamic leader to manage a portfolio of clients, specifically in the Telecommunications space (generally ~$10-15MM in revenue), in a global service delivery model. This leader spends a significant amount of their time overseeing the successful delivery of project work in their portfolio, coaching teams and proactively developing relationships with executives and key client stakeholders to offer their expertise and partnership. This position is primarily evaluated on delivery success, team feedback, client feedback, growth of key accounts, forecast accuracy, and profitability of their portfolio.

Responsibilities

Four key pillars of responsibilities:

• Building our Company
  • Partner with Global VP and other practice area leaders to determine best path for growth and management of accounts. 
  • Ensure delivery solutions are integrated into future capabilities and practice area growth.
  • Partner with practice area leaders and BD to create relevant quals that can be leveraged to build new business.
  • Drives teams to provide fresh perspectives, breakthrough ideas, and new paradigms that can be leveraged to grow accounts.
  • Identify and contribute to areas of the business that bring additional value, i.e. interviewing, training, contributions to the delivery playbook, etc.
  • Initiates, influences and drives organizational changes and business transformation.
• Focusing on Customers
  • Builds client relationships across the executive ladder and regularly conducts quarterly business reviews (QBRs) and other meetings to understand feedback, communicate team progress, establish value propositions, and drive change.
  • Proactively and organically communicates across client relationships to surface industry thought leadership and best practices.
  • Provides effective oversight of delivery work, mitigating risk, improving practices, and strengthening client trust.
  • Develop and manage strong, lasting relationships with key clients.
• Leading our Market
  • Ensure contractual obligations are upheld.
  • Builds relationships and takes account of the needs of multiple stakeholders to influence and drive decisions for beneficial business outcomes.
  • Delivers presentations, workshops, and conversations that highlight the work and impact of TELUS Digital
  • Identify new client opportunities, and determine priorities and solutions that enable TELUS Digital to meet those opportunities
• Developing our People
  • Engages directly with teams to understand in-flight work, and uses end products where possible to drive performance as part of the team
  • Create clarity with teams through the unique challenges inherent at each stage of client engagements
  • Provide people management to consultants and/or client managers and career coaching/guidance
  • Provides real-time feedback, coaches, and mentors staff at all levels of the org in a manner that drives them to excel
  • Partner with Practice Area Leaders to determine priority capabilities and competencies for growth
  • Builds high performing teams by integrating a diversity of skills and personalities and creating a shared purpose.

Qualifications

• 10+ years of proven experience in leadership roles within the Telecommunications services industry, with a focus on service delivery and client management.
• Bachelor's degree or MBA in Computer Science, Engineering, Business Administration, or related field.
• Demonstrated success driving team collaboration and client success.
• Demonstrated track record of driving operational excellence and delivering results in an account.

Required Skills & Abilities 

• Experience in Enterprise-scale Telecom systems (Netcracker, AWS for Telecom, etc)
• Hands-on with Open source development platforms and order management systems
• Experience in reporting tools like Domo, Jira, Tableau, or related platforms
• Strong understanding of technology trends, including digital transformation, and emerging technologies.
• Excellent communication, negotiation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strategic thinker with the ability to translate vision into actionable plans and drive execution.
• Proven ability to build and lead high-performing teams in a dynamic and fast-paced environment.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Experience working with diverse teams across geographies and cultures.

Why WillowTree?

We offer a place to be yourself.

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

WillowTree celebrates our differences and provides equal employment opportunities to all team members and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Diverse teams build better products. We acknowledge that the tech industry especially lacks opportunity for those who are of non-traditional backgrounds and in underrepresented groups. In order to create the best products for everyone, we know that it's important for our team to reflect the diversity of our users, and we are committed to being the change we want to see.

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