Business Transformation Project Manager

Project Manager, Training Transformation Initiatives

Location: Guatemala / El Salvador
Work style: WFH
Modality: Full-time

Who We Are
Welcome 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.

About the Role
The Project Manager, Training Transformation Initiatives, is responsible for leading and delivering high-impact transformation projects within the training operations space. This role drives discovery, process improvement, technology adoption, and operational efficiency across training delivery. The position requires close collaboration with cross-functional teams to identify inefficiencies, reduce costs, standardize processes, and improve gross margin — while ensuring successful launches for new clients and new location openings.

Key Responsibilities:

1. Discovery & Operational Analysis
Conduct structured discovery projects to assess the current state of training operations

Identify and document inefficiencies, bottlenecks, and gaps across training delivery workflows

Perform time-and-motion studies and data analysis to uncover time savings and cost reduction opportunities

Benchmark training processes to support standardization across locations and accounts

Deliver actionable findings and prioritized recommendations to leadership

2. Process Improvement & Standardization
Design and implement improved training processes that reduce waste and increase throughput

Develop standard operating procedures (SOPs) and playbooks for training operations

Drive initiatives that directly improve gross margin through cost efficiency and scalability

Collaborate with Training, Operations, and Finance teams to align process changes with business targets

3. Technology Implementation
Identify and implement technology solutions that improve the delivery of training results

Lead end-to-end deployment of tools and platforms within the training environment

Coordinate with IT and vendors to ensure seamless integrations

Monitor the adoption and effectiveness of newly implemented solutions post-launch

4. Change Management
Develop and execute change management plans for training transformation deployments

Engage stakeholders at all levels to build buy-in and reduce resistance to change

Create communication plans, training materials, and enablement resources to support transitions

Measure and report on change adoption to ensure sustainable impact

5. New Client Launches & Location Openings
Lead end-to-end project management for new client onboarding within the training space

Oversee the operational readiness and successful launch of training delivery at new locations

Define and execute launch checklists, timelines, and risk mitigation plans

Coordinate cross-functional resources to ensure smooth and on-time go-lives

6. Stakeholder Management & Reporting
Facilitate regular project status meetings with internal and external stakeholders

Provide timely, clear updates to RVPs and senior leadership on initiative progress

Coordinate with client teams for requirements, customization needs, and feedback

Work closely with Training, Operations, IT, and Finance teams throughout initiative lifecycles

7. Risk, Issue & Performance Management
Proactively identify, log, and manage risks and issues across active initiatives

Develop mitigation strategies and escalate blockers as needed

Maintain project health dashboards targeting Green status across all workstreams

Track and report KPIs, including efficiency gains, cost savings, time reductions, and margin impact

Required Experience:
5+ years of project management, operations management, or related leadership experience

2025 PPR Achieving or above

Demonstrated experience in process improvement, operational transformation, or training operations

Strong analytical skills with the ability to identify root causes and quantify operational inefficiencies

Proven track record of managing end-to-end project delivery, including new launches and rollouts

Experience implementing technology solutions in an operational environment

Skilled in change management and stakeholder engagement at multiple organizational levels

Strong communication skills, both written and verbal

PMP certification preferred

Familiarity with Agile methodologies and project management tools (e.g., Smartsheet, Jira, MS Project)

Key success metrics
Measurable time savings and cost reductions achieved through discovery and improvement initiatives

Gross margin improvement from implemented process and operational changes

On-time delivery of project milestones across all active initiatives

Successful launches for new clients and new location openings (on time, within scope)

Maintenance of project health metrics (targeting Green status)

Adoption rates for new technology and process deployments

Stakeholder satisfaction scores across clients, internal teams, and leadership

Volume and quality of standardized processes and SOPs delivered