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