Digital Product Manager, Omni Channel

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Date: Jun 28, 2017

Location: Toronto, ON, CA, M4Y 2Y5

Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal –serve our customers better.
 

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 “frontline representatives / customers 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 you will be doing:

  • You are a digital expert who will be focus on building experience for frontline reps and drive self-serve adoption as the channel of choice for our customers. As the Product Manager, Digital Cross Channel you will be an integral part of executing the OneView Product Roadmap, in a partnership with Channels & Frontline reps:
  • Develop digital strategies and plans based on business objectives, analytics & insights, metrics, market trends and groomed through the consumer lens
  • Determine, Report and Analyze Key Performance Indicators to track the impacts of the self-serve initiatives across all channels
  • Lead the digital experience strategy that will contribute to the omni-channel strategy and framework
  • Drive digital transformation across the organization by translating digital strategies into profitable business models
  • Identify and lead product portfolio planning (e.g. business case development, operational requirements, cost & pricing analysis, and product scope definition)
  • Practices digital thought leadership, Agile methodology, and change management processes
  • Conducts strategic planning to prepare product roadmaps; proactively identifies changes in the business and technology landscape, and identifying technical projects required to maintain/enhance service levels
  • Advises, consults and socializes with key stakeholders involved in prioritized initiatives; documents business opportunities, recommends digital solutions and provides timelines and budget impacts
  • Develop strategies and implement programs that maximize self-serve adoption and Digital NPS, eNPS, reduce operating expenses, and contain costs
  • Identifies new business opportunities, product and service enhancements within strategic objectives and influences business decisions with senior management
  • Conceptualize, develop and define product/project business requirements, & Use cases development
  • Intake & manage requests for BAU changes from various cross-functional teams
  • Track and measure efficiency & delivery of all initiatives (impact on business and customer satisfaction) against established targets
  • Engage delivery primes across the organization to ensure the roadmap is achievable
  • Identify potential roadblocks and proactive determination of solutions to be implemented
  • Lead cross-functional meetings and drive collaboration between stakeholders. Drive to provide leadership and direction towards accomplishing goals and taking ownership and responsibility from strategy to execution

 

Qualifications:

  • Bachelor's degree in Marketing, Communications or equivalent
  • More than 5yrs of relevant online channels experience in a fast paced environment
  • Retail, Call Centre and/or cross channel experience a bonus
  • Highly motivated & adaptable individual
  • Strong inter-personal, communication (written and oral) and negotiating skills including ability to communicate with all levels of the organization, and confidence to influence and persuade
  • Ability to understand the big picture while not losing sight of the details
  • Ability to provide leadership and direction towards accomplishing goals and taking ownership and responsibility from strategy to execution
  • Understanding of technical aspects of web applications, including database-driven functionalities & general web functionality
  • Self-motivated & entrepreneurial
  • Excellent problem solving and decision making skills

 

Technical Skills:

  • Understanding of technical aspects of different applications
  • Creative ability with practical application for digital channels
  • Experience in the implementation of web capabilities
  • Experience with all stages of the Software Development Life Cycle including Requirement Gathering and Analysis, Unit testing, Deployment, - Maintenance and Support
  • Ability to document & communicate Business Requirements Document (BRD) & Use cases
  • Experience in conducting and gathering requirements using various techniques such as interviews and JAD sessions with stakeholders, department heads and end users
  • Conceptual understanding of website infrastructures and processes
  • Intermediate knowledge using Jira/Confluence is highly recommended
  • Intermediate knowledge using Omniture (Adobe Suite) is recommended  
  • Experience in process flows using related products (such as MS Visio)
  • Expert knowledge within the Microsoft Office
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: 101730
 
WHY ROGERS?
 
As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.
 
At Rogers, we recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:
 
  1. Simplify and innovate
  2. Take ownership of the what and the how
  3. Equip people to succeed
  4. Execute with discipline and pride
  5. Talk straight, build trust, and over deliver
 
Why Rogers? Because we believe the best is yet to come.
 
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:  Digital Media || Canada (CA) || ON || Toronto || SF:LI ||

 

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