Account Manager

About TELUS Digital
TELUS Digital focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With over 70,000 team members and supporting 50+ languages in thirty-two (32) countries across North and Central America, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking and a caring culture that puts customers first. The company's solutions cover customer experience, digital transformation, IT lifecycle, advisory and digital consulting, risk and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services, fintech, gaming, travel & hospitality and healthcare industries.
Learn more at: telusdigital.com



About the Role
Are you deeply passionate about gaming and committed to fostering healthy, engaging environments for players?
TELUS Digital is seeking a dynamic Account Manager to lead a local Trust & Safety team dedicated to ensuring seamless operations, strong performance, and a safe player experience across our partners gaming ecosystem. In this role, your leadership, empathy, and operational expertise will directly impact the wellbeing of both our players and the moderators supporting them.


Key Responsibilities
Lead and support a team of dedicated moderators within the local Trust & Safety team, providing coaching, mentoring, and quality assurance to drive exceptional results.
Manage day-to-day operations and serve as the primary point of contact for Trust & Safety initiatives.
Develop and maintain deep expertise in policy guidelines to ensure consistent enforcement and proactive player safety measures.
Review and present regular operational reports covering quality, productivity, and key performance metrics to stakeholders.
Drive operational excellence by meeting or exceeding service level agreements (SLAs) and key performance indicators (KPIs).
Build and nurture strong partnerships with both local and global Trust & Safety teams.
Conduct needs assessments to align resources and strategies with evolving priorities.
Utilize data analytics to identify trends, recommend strategic actions, and address challenges effectively.
Oversee performance management across the program, ensuring team alignment with goals and expectations.
Participate in financial planning, including budgeting, forecasting, and margin analysis to support program sustainability.
Ensure adherence to contractual obligations, scopes of work, and compliance requirements.
Support escalation management, including incidents requiring law enforcement coordination.

Role Requirements
Minimum 2 years of experience in online communities, gaming platforms, or trust & safety programs.
At least 4 years of leadership experience managing teams and driving operational results.
Post-secondary education (degree or diploma).
High proficiency in English, both written and spoken.
Proven track record in project and program management, and cross-functional collaboration.
Experience in financial planning and management.
Proficiency with Microsoft Office, CRM systems, and operational reporting tools.
Strong analytical, problem-solving, and conflict resolution capabilities.
Exceptional interpersonal and communication skills with the ability to guide and motivate teams.

Bonus Points
Multilingual capabilities — the more languages spoken, the better.
International experience and cross-cultural competency.
Genuine enthusiasm for gaming and player communities.

At TELUS Digital, we live our values every day
TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:
We embrace change and initiate opportunity
We have a passion for growth
We believe in spirited teamwork
We have the courage to innovate
At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
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