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WillowTreeWI

Manager, Data Insights & Quality - Google CES Practice

WillowTree’s global teams orchestrate winning experiences for the world's most customer-centric brands.

WillowTree

Employee count: 1001-5000

Salary: 146k-202k CAD

Canada only

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.

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.

Location

This 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, MA

The Opportunity

TELUS 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.

Responsibilities

Practice Support Growth

  • Execute components of the Google CES strategic roadmap within TELUS Digital's Global AI team, supporting adoption and measurable business impact
  • Support senior leadership in identifying new opportunities and maintaining relationships with Google and client stakeholders
  • Promote the adoption of Google CES solutions with a strong focus on implementing and utilizing Conversational Insights to extract actionable data from voice interactions
  • Track 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 Innovation

  • Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities
  • Ensure 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 team

Team Management Development

  • Manage and develop a team of AI specialists, solution architects, and delivery professionals
  • Provide technical and project guidance to ensure delivery success and professional growth
  • Support training and certification programs for Google CES technologies
  • Coordinate project prioritization and resource planning to maximize team effectiveness

Client Engagement Partnership

  • Serve as a key point of contact for clients, translating business challenges into effective Google CES solutions
  • Support workshops, presentations, and solution demos that clearly articulate business value
  • Collaborate with sales, marketing, and delivery teams to support go-to-market strategies and ensure seamless client delivery

Competencies

  • Bachelor's degree in Computer Science, Engineering, Business, or related field
  • 3+ years of experience in technology consulting, digital transformation, or customer experience, with exposure to AI/ML solutions
  • 2–3 years of team management experience delivering technology projects
  • Strong 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 solutions
  • Deep 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 initiatives
  • Strong communication and presentation skills for both business and technical audiences
  • Collaborative management style with the ability to work effectively across diverse stakeholders
  • Problem-solver with a practical orientation and ability to manage client needs

Equal Opportunity Employer

At 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 Offer

In 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, Dental
  • 401K matching
  • Employee Share Purchase Plan
  • Competitive PTO Policy
  • Employee Assistance Program (EAP)
  • Life Disability Insurance
  • And more!

Annual Performance Bonus

This 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 CAD

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Manager

Salary

Salary: 146k-202k CAD

Location requirements

Hiring timezones

Canada +/- 0 hours

About WillowTree

Learn more about WillowTree and their company culture.

View company profile

WillowTree’s global teams orchestrate winning experiences for the world's most customer-centric brands.

A global team of teams

Building and retaining great teams has always been core to our mission. Human-centered design is not only how we build great digital experiences, but how we’ve built our business.

Staffing Purpose-Built ‘Tiger Teams’

When the stakes are high, WillowTree is the partner that delivers. Our teams succeed in the face of immovable deadlines and mission-critical challenges, whether streaming the Super Bowl with FOX Sports, building a digital-first bank with Synchrony Financial, or redesigning pizza ordering with Domino’s.

A single discipline can’t solve complex challenges. Launching new digital products, harnessing the latest in generative AI, and building customer loyalty all require seamlessly combining expertise from multiple disciplines: strategy, design, engineering, marketing, and artificial intelligence.

It’s not enough to talk about the latest tech. A true partner understands where in the customer journey to deploy it, how to design for it, and how to connect it to the larger enterprise. Other firms have bolted on these capabilities — as digital natives, we’ve built them into our teams from Day One.

Accelerating Time to Value.

When it comes to building software, quality and speed matter. Because let's face it — software can't impact the bottom line if it's not in customers' hands.

WillowTree's small, elite teams ship products faster, period. We minimize the time from ideas to outcomes — without sacrificing quality. And we do it in a way that puts partnership first.

Speed is quantifiable, and as such, we measure the productivity and delivery of our teams across every partner and every project.

It's a big part of what makes us different. And we're proud of the results.

Sourcing Talent from Around the World.

Our origins start in college towns — great places to live that attract great people. Put simply, high-impact tech work doesn’t just happen in high rent cities. To this day, we remain proudly headquartered in Charlottesville, VA.

As we built a global footprint — to tap unique sources of talent, to share efficiencies with our clients — we did so with one objective: to prove hybrid teams of onshore, nearshore, and offshore experts can deliver the agility, quality, and ROI associated with WillowTree since our founding in 2008. We’ve done just that, by approaching global delivery differently. A few highlights of our global model:

  • Optimize direct client collaboration by staffing, at a minimum, 30% of the team in-timezone (versus 10% from competitors)

  • Prevent communication breakdowns within teams via a 50% workday overlap, globally, with shared “Workday Windows”

  • Create stability in delivery with a culture that drives <10% attrition globally

Our core values.

Our core values are the seven principles by which we live and breathe every day. Developed with input by the entire company, they’re an integral part of our culture. Discover what sets WillowTree apart as an awesome place to work.

Craft: We aim for excellence, and our love for what we do compels us to reach a higher standard. You can be proud of the work you do here.

Ownership: We have a strong sense of individual responsibility. Every initiative has an owner, from major product strategy to curating which kombucha is on tap.

Open communication: We respect one another enough to give and receive honest feedback. We champion the best ideas, no matter where they originate.

Inclusion: We treat each other with consideration and respect, and we appreciate differences. You know, the way we want to be treated.

Sustainable flow: The state of mind when time flies and energy is focused. We make time for it every day so we can create innovative solutions that people love.

Realistic optimism: We acknowledge and understand the reality of the challenges we face, and we always find a way forward.

Partnership: Working side by side, we build meaningful connections with each other and our clients.

Employee benefits

Learn about the employee benefits and perks provided at WillowTree.

View benefits

Disability insurance

Disability insurance for employees.

Life insurance

Life insurance so you don't have to worry.

Flexible time off

Flexible paid time off & paid company holidays

Paid parental leave

For all parents to support you and your family.

View WillowTree's employee benefits
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WillowTree

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WillowTree hiring Manager, Data Insights & Quality - Google CES Practice • Remote (Work from Home) | Himalayas