As AI Operations Manager, you will be responsible for managing customer relationships of the defined global customers, while ensuring efficient high-quality delivery from our operational teams. You own the overall financial health and performance of your team’s accounts and work with your team and site leadership to improve all areas related to process, people, and technology. You will lead an India-based team of Program and Project Managers, Project Coordinators, and other team members. You will actively coach and support your team and help drive excellence in all aspects of project execution, delivery, and continuous improvement of operations. This role is based in Mumbai and expected to be hybrid (mix of in-office and remote)

Key Responsibilities:

• Lead a regional team of program managers, project managers, project coordinators, etc. to execute and deliver AI training data collection and labeling solutions for our customers.
• Accountable for the financial health and performance of the team’s programs and projects, and for making sure that projects are delivered on time, within budget, and according to client quality and performance requirements as detailed in the Statements of Work/Contracts.
• Own and enforce the team’s operational processes, use of corporate tools, and best practices, and continuously iterate as needed to ensure operational excellence.
• Coach, mentor, and support team members to achieve excellent results, and maintain a high level of engagement and satisfaction with their roles.
• Continue to develop the team members’ full lifecycle project management skills and AI domain knowledge.
• Work within a team of other regional AI PMO Operations leaders to standardize operational processes, share best practices, and allocate resources to different projects/programs.
• Advise our pre-sales teams (Sales and Solution Architects) as needed from an operations point of view during the planning phase. Share feedback on solutions/project plans for improvement of pre-sales operations.
• Ensure customer or vendor partner contracts/statements of work are aligned with Telus International Legal policies and leadership expectations.
• Maintain and report the team’s revenue and spending forecasts on a weekly, monthly, and quarterly basis.
• Engage directly with clients as the regional AI operational leader. Aid in building relationships with our customers based on a deep understanding of their needs.
• Establish strong service relationships with our customers by understanding business issues, being sensitive to their needs and expectations, and adjusting communication and engagement strategies appropriately.
• Coordinate across different teams, divisions, and departments within Telus International as needed to ensure smooth business operations.

Requirements

• 8-10 years experience in project management/program management
• 5+ years’ experience supervising  operations teams including tracking business metrics and  full performance and people development responsibilities
• Demonstrated track record of successfully  managing the delivery of projects/programs, and services against Statements of work and/or contracts 
• Exemplary project management skills, analytical/problem-solving skills, and demonstrated success in driving complex strategies and projects
• Excellent communication, interpersonal, and relationship-building skills (both external and internal-facing)
• Fully proficient in Business/professional level English (main workplace language) 
• Demonstrable experience in successfully managing customer relationships
• Previous experience in the AI, Data collection/annotation, Data Science, or IT space is a strong advantage
• Current PMP or similar certification is an asset.