Head of Operations, APAC

TELUS Agriculture & Consumer Goods (TAC) is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

Here’s the impact you will make and what we will accomplish together

TAC is leveraging our world-leading technology and innovation to tackle one of the most pressing social challenges of our time – achieving more efficient production while lowering the impact on the environment. We believe that by delivering data insights and digital solutions that empower and connect producers to consumers we can improve the quality, safety and sustainability of our food and consumer goods.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from seed manufacturers and farmers through to grocery stores and consumer goods companies. Our solutions are comprised of the latest technologies that enable our customers to optimize their businesses with more accuracy, efficiency and profit and create unified, trusted and sustainable food and consumer goods value chains.

Within the Customer Experience Excellence (CEE) team, we are responsible for overseeing the end-to-end customer support experience and driving operational excellence across the value chain. We have consolidated operational teams from all our TAC entities alongside a number of customer success primes and managed service teams, and have a focus on elevating the customer experience from farmers to multinational consumer goods corporations, digitally transforming our business, elevating our team and high performance culture, and oscillating between transformation and growth.

Reporting to the Global Head of Support, as the Regional Operations Director, you will be responsible for overseeing and optimizing our support operations for our Agriculture and Consumer Goods portfolios in a designated geographic area. You will play a crucial role in supporting the operational support teams, ensuring seamless collaboration and customer focus. You will create a vision of future support and operations that encompasses global best practices in partnership with your peers. You will implement a model that right-sizes support for our customers; including consideration for revenue, strategic importance, growth potential, and complexity. You will look for synergies, automation, and design thinking opportunities that result in an improved customer experience and metrics, with an overall optimization of costs, and focus on efficiencies. You are applauded for your “can-do” attitude and belief in the art of the possible… and turning this belief into execution and reality!

Here’s How

Key priorities for 2024 include: 

• Setting up future organizational structure and integrating teams to optimize operational efficiency, enhance team member support and engagement, and support global alignment and standardization
• Working in partnership with Customer Success to improve key customer health measures
• Acting as an ambassador for CEE and TAC within your region, including as a point of escalation and increasing partnerships with customers. 
• Supporting implementation of new technologies in multiple markets 
• Improving profitability of operating model including through AI and automation
• Acting as customer and operational advocate with key internal stakeholders within Product Management and Engineering
• Focusing on improving team member engagement through strategic global and local initiatives 
• Identification of monetization and revenue generation opportunities 

What you bring

• Visionary Thinking: Ability to align organizational vision with long-term thinking and generate innovative ideas.
• Cultural awareness: Awareness of cultural differences and regional nuances that may affect customer interactions and support processes. Ability to adapt strategies and approaches to fit the regional context.
• Commitment based leadership: Making commitments with clear ownership, due dates and impacts; and keeping them! 
• Change Leadership: Exceptional ability to lead and manage change using positive and collaborative methods, while encouraging diversity, high performance and engagement 
• Strategic Operations Planning: Experience developing and implementing strategic initiatives to optimize operational efficiency and effectiveness across all global regions. 
• Process Optimization: Implementing process improvements, automation and standardization across all support functions whilst mitigating risk and disruption 
• Performance Monitoring: Benchmarking and evolving existing key performance indicators (KPIs) and metrics to optimize operational performance. 
• Budgeting and Resource Allocation: Develop and manage the operational budget, ensuring optimal allocation of resources to support business objectives. 

Values for success

• Bachelor's degree in Business Administration, Operations Management, or a related field. MBA or equivalent preferred.
• Proven experience in a senior leadership role overseeing global operations in the SaaS, Consumer Goods, and/or Agribusiness industry.
• Excellent customer acumen and ability to translate technical concepts into business terms, whilst acknowledging regional and cultural nuances.
• Outstanding track record of building highly engaged, global teams and culture
• Demonstrated experience in process optimization, change management, and driving operational excellence.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions and drive results.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Join us

Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.

Everyone belongs at TELUS Agriculture & Consumer Goods. It doesn’t matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion for enabling remarkable human outcomes?

Together, let’s make the future friendly.

Accessibility

TELUS Agriculture & Consumer Goods is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.