Digital Product Manager (Billing & Payment)

Date: May 9, 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.

 

Are you digital savvy? Do you want to put your problem solving, business and technology skills to the test? Would you like to be part of making the buzzwords “customer experience”, “omni-channel”, “digital transformation” and “design thinking” come to life? If so, 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 us.  Rogers is a leading communications and media company where people come to do great work. We are looking for individuals who are curious, love digital, and want 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.

The Digital Product Manager (Billing & Payments) will act as a lead to build new experiences, develop and lead projects, implement continuous improvements, and more. This will apply to all our products, but with a focus on the billing experience, across all brands and channels.


Roles and Responsibilities:
 

  • End to end management of our digital product projects, from inception to delivery.
  • Organize digital product matter to present to a variety of stakeholders for adoption.
  • Effective communication of environment reporting of progress, status, metrics and KPIs to required stakeholders (all levels).
  • Enhance our customer experience in our digital products.
  • Strategize, manage and deliver solutions to promote cost savings, increase revenue, improve customer satisfaction and likeliness to recommend.
  • Develop, implement and maintain operations processes to maximize user adoption and channel containment for service and support transactions.
  • Creating and maintaining a highly organized process for open communication between teams.
  • Working with required groups to proactively monitor digital products and environments for all issues/failures/bugs.
  • Performance improvement of digital products to enhance the user experience, reduce pain points, and reduce drivers to our call centres.
  • Proactively managing and escalating major risks, bugs/defects, and dependencies impacting multiple teams/groups.
  • Resolving technical and non-technology related issues impacting multiple teams/groups, escalating to management and managing the resolution.
  • Conduct lessons learned session in retrospective with involved teams to improve future processes.
  • Ensuring governance standards are applied across all digital environments.
  • Work x-functional to ensure digital product experiences are optimized across channels (Care, Retail, Online & Field)
  • Partner with your digital channels team members to create synergies across all lines of business, Commerce, Self-Serve and Support, Mobile, and multi-channel experiences. 
  • Lead contributor for Rogers to help elaborate on one Service & Support Digital Strategy and experience for all channels, to make sure that efforts are leveraged across the company.
  • Other responsibilities as required to support the Digital Team.

 

Qualifications:
 

  • Bachelor's degree in Communications, Business, Marketing, Computer Science or relevant field
  • 5+ years of relevant online/digital experience in a fast paced environment, preferably with telecom or related industry experience
  • Project management skills with an excellent ability to organize complicated and tasks/issues
  • Experience in directly or indirectly managing a 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
  • Strong knowledge of IT principals/structure/processes
  • Strong understanding of user support content and experience with developing, launching, and measuring the effectiveness of self-service help.
  • Keen understanding of the digital ecosystems and customer needs
  • Ability to train others in organizational skills
  • 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
  • Preferred experience with analytics tools such as Adobe Omniture Analytics, Tableau, Qualtrics, Domo
Schedule: Full time
Shift: Day
Length of Contract: No Selection
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Digital & eCommerce
Requisition ID: 151513
 
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]] 

 

Email similar jobs to me