Manager, Data Insights and Quality

Willowtree, LLC

full-time

Posted on:

Origin:  • 🇨🇦 Canada

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 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