Clinical Team Manager
ERGOMED
Google Cloud Platform
Manager, Data Insights and Quality
Willowtree, LLC
full-time
Posted on:
Location: 🇨🇦 Canada
Visit company websiteSalary
💰 CA$146,000 - CA$202,052 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- TELUS Digital seeks a Manager, Data Insights & Quality - Google CES to support growth and delivery of Google CES capabilities within its Global AI team
- Focus on data-driven insights and KPIs for voice interactions and expanding expertise in Conversational Agents, Agent Assist, and Conversational Insights
- Manage and mentor a team of AI specialists and delivery professionals; coordinate with Google and client stakeholders
- Role can operate remotely in the United States or Canada or be based at North American offices
Requirements
- 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
