Coordinator Digital Prod Ops

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Date: Feb 22, 2019

Location: Toronto, ON, CA, M4Y 2Y5

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

 

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

 

Because we believe connections unite us, possibilities fuels us, and moments define us.

 

Are you a digital surfer? Do you want to put your problem solving, business strategy and technology experience to the test? Would you like to be part of making the buzzwords “customer experience”, “omni-channel” and “design thinking” come to life? Then keep reading because you might be interested in joining our team.

 

If you have always wanted to work at an entrepreneurial company where the employees are committed to solving big challenges and making a real difference; then join Rogers.  We are a leading communications and media company where people come to do great work. We are looking for an individual who is curious, loves digital, and wants to be part of the team that will push the digital customer experience to the next level.

 

What we want for you.


We want to support and encourage you to find long-term success. We want you to explore opportunities that play to your strengths and passions. We value lateral moves as much as vertical promotions – we believe all roles should develop your skills, broaden your experience, and help you build a rewarding and fun career.


What you will be doing.

 

Reporting to the Senior Manager of Digital Operations, the Coordinator, Digital Product Operations will support the Digital Product Operations team via reporting, monitoring, and issue resolution via project management for the Rogers and Fido brand in all digital channels. Key Activities include:

 

  • Partner with cross functional teams in order to support digital properties on web and in app
  • Work with required groups to proactively monitor digital environments for all issues/failures/bugs
  • Identify and report on areas of improvement from structured and unstructured data sources
  • Analyze production reports (outages, scheduled downtime, bugs, etc.) with the teams to determine causes of nonconformity with product specifications and/or operating production problems.
  • Work with internal team to communicate issues and resolutions cross-business
  • Create and maintain a highly organized process for open communication between product, sales and IT teams.
  • Ensure governance standards are applied across all digital environments.
  • Recommend solutions to management based on understanding of business and technical issues.
  • Implement and maintain operations processes to maximize user adoption and channel containment for service and support transactions.
  • Work closely with the product owners responsible for overseeing online product development and management for automated and non-automated purchase/buy and service/maintenance flows.
  • Work cross-functionally to ensure digital product experiences are optimized across channels (Care, Retail, Online & Field)
  • Performance reporting on digital products to highlight improvements and opportunities
  • Other responsibilities as required to support the Digital Team

 

What You Need:

 

  • University degree in Communications, Business, Marketing, Computer Science or relevant field
  • 1-3 years of relevant online/digital experience in a fast paced environment, preferably with telecom or related industry experience
  • Working knowledge of web-based software for ecommerce, self-serve and related digital operations
  • Understanding of software logic, architecture and systems
  • Experience in with indirect (or direct) management of a large team and managing expectations for a large number of stakeholders
  • Excellent communication (written and oral) skills, and negotiation skills with a strong ability to understand their audience
  • Knowledge of IT principals/structure/processes
  • Keen understanding of the digital ecosystems and customer needs
  • Project management skills with an excellent ability to organize complicated and tasks/issues
  • Strong analytical thinking
  • Drive to provide direction for accomplishing goals and taking ownership from strategy to execution
  • Understanding of technical aspects of web applications, including database-driven functionalities, general web functionality, etc.
  • Highly motivated individual with a passion for positive change
  • Ability to multi-task and manage several projects at once
  • Excellent problem solving and decision making skills
  • Skilled in MS Office suite including Word, Excel, Powerpoint with ability to train others
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Digital & eCommerce
Requisition ID: 145347
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.

 
Posting Notes:  [[req_strategyPage]] 

 

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