Senior Manager - Business Operations

This is a management role, that oversees the business operations (BizOps) function of Telesat Lightspeed, a global telco network based on LEO (low earth orbit) satellites that will be launching services globally in 2027.

Company overview: We are a pioneering satellite telecom company dedicated to revolutionizing global connectivity solutions. Our advanced satellite technology serves the diverse B2B sectors, including telecommunications, maritime, aviation, and government, ensuring reliable and seamless broadband connectivity worldwide.

Role overview: As the Head of Business Operations, you will lead efforts to innovate and optimize our operating model (processes, systems) to deliver an efficient end-to-end customer journey (sales to billing, customer support) of our enterprise customers.

Your role will encompass defining customer journeys, streamlining operational processes, and driving continuous improvement initiatives. You will play a pivotal role in integrating business requirements with IT solutions and business support systems (BSS), fostering collaboration across teams and stakeholders for enhanced operational efficiency and customer satisfaction. You will ensure an end-to-end orchestration of a portfolio of tools with particular focus on BSS, ensuring competitive advantage for Telesat Lightspeed.

This is a critical role since it ensures all the internal Telesat business functions, processes, applications and systems are coordinated for the successful commercial launch and operation of Lightspeed globally ensuring a best practice customer experience.

Ideal person should have experience coordinating across several functions as well as experience liaising with senior business leaders & IT to drive optimal processes and business applications. We are looking for an analytically oriented problem solver and a team player comfortable driving buy-in on requirements versus just checking a box. This role will be of interest to individuals looking for a fast-paced environment, and who are comfortable with leading through ambiguity and desire to transform business operations. The ideal candidate has a collaborative style, with a strong sense of urgency and ability to get things done, being resourceful and intrapreneurial.

Why take up this role: Join a pioneering team at the forefront of satellite telecom innovation. Work in a dynamic and forward-thinking environment. This is a leadership role, involving managing a team guiding company transformation. As such, there will be opportunities for career growth and professional development to grow with the company, as the Telesat Lightspeed business scales.

MAIN RESPONSIBILITIES

• Customer Journeys and Process Definition:
• Define and enhance customer journeys across satellite telecom services, ensuring a seamless and intuitive user experience.
• Streamline operational processes to optimize service delivery and responsiveness to customer demands.
• Drives business to align on needs and buy-into new concept of operation, documenting highly complex processes.
• Hands-on manager, ensuring thorough and quality documentation with a focus on processes and requirements. Identifies priorities, gaps, and opportunities.




• Business Requirements Management:
• Collaborate closely with business stakeholders to understand and document requirements specific to satellite telecom operations.
• Provides thought leadership to stakeholders by anticipating their potential needs while also holding business leads accountable for requirements.
• Translate business needs into comprehensive business requirements, ensuring alignment with strategic objectives and operational efficiency goals.




• User Acceptance Testing & Change Management:
• Work with IT to test implemented solutions to ensure the solution meets the true needs of the business.
• Lead change management effort to onboard and train business users to use the tools.




• Workflow Improvement and Simplification:
• Identify opportunities to streamline workflows and processes, focusing on operational excellence and cost-effectiveness.
• Implement improvements and monitor their impact on business operations and customer satisfaction metrics.




• Team Leadership and Stakeholder Coordination:
• Lead a team of business analysts and operations specialists, providing mentorship and guidance to drive high performance and cross-functional collaboration.
• Coordinate effectively with IT teams, product management, customer service, and other stakeholders to prioritize and deliver on business objectives.
• Manage and build the BizOps team, hiring as needed.




• Operational Performance Monitoring:
• Define and monitor KPIs to assess the performance of business operations and customer service delivery.
• Analyze data and trends to proactively identify opportunities for improvement and ensure continuous enhancement of operational effectiveness.

EDUCATION & EXPERIENCE REQUIRED

• Experience
• At least 10 years relevant experience
• Experience in program/project management, business requirements management, process definition, change management
• Experience in Telco business support systems (BSS): CRM, CPQ, product catalog, quoting, order mgmt., revenue mgmt.., billing, customer service delivery/assurance
• Demonstration of leading teams to independently think and vet systems to ensure design meets business objectives
• Track record of leading cross-functional teams and managing complex projects from conception through implementation and optimization
• Experience in Netcracker, Amdocs, or SAP BSS preferred. Alternatives that would be favourably considered include implementation experience with Oracle/SAP/similar large-scale ERP or Customer Information Systems (CISs) for Utility, Telco, and Insurance clients.

 

• Education
• University degree Business Administration, Information Technology, or related discipline(s)
• Certifications in Lean Six Sigma, Business Process Management, and ITIL v4 preferred. Nice to have PMP, PROSCI or ACMP




• Specialized Knowledge, Skills and Abilities
• Highly organized individual who can direct multiple streams of activities in a fast-paced environment
• Ability to prioritize high-impact activities and decisions from “noise” , managing scope and justifying changes to scope based on business case; Ability to prioritize opportunities, needs and resources
• Attention to detail to ensure that systems, information, and data come together to meet business objectives
• Ability to negotiate with business stakeholders to define must-haves from nice-to-haves
• Ensure quality and thoroughness of business requirements, employing various methods to look for gaps
• Communication skill to set expectations with internal stakeholders and vendors
• Project management skills to ensure coordination of high-quality deliverables
• Strong oral and written communication skills with demonstrated ability to communicate effectively with management and leadership/stake holders across an organization
• Fluent in English

WORKING CONDITIONS

• Ability to work in Canada
• Ability to work onsite at Headquarters in Ottawa five-days per week
• Occasional travel (about once in 2 months) to Telesat offices

The successful candidate must be able to work in Canada and obtain clearance under the Canadian Controlled Goods program (CGP).