Director, Channel Innovation

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Date: Jan 10, 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.

 

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 Director Digital, Channels Innovation who is curious, loves all the things Digital, and wants to be part of the team that will push the digital customer experience to the next level. The role reports to the VP, Digital Frontline and Channels Innovation and is based at our Toronto campus.

 

What you will be doing.

“Ok Google, what’s my data usage?” The way we interact with machines is changing and you will be a key player in enabling this journey. You will lead customer service through (CUI) Conversational User Interfaces on platforms like Facebook Messenger, Google Assistant and LiveChat.

 

The Director will partner with our business units leadership teams to provide thought leadership and build out innovative solutions across the channels of engagement with key focus on collaboration capabilities (Virtual Assistant, Chat, Messaging platforms etc.) and leveraging AI and machine learning.

 

The successful candidate will possess strong digital business acumen and understanding of digital technologies to drive results and deliver solutions that provide brilliant digital customer and frontline experience.  They have the ability to lead through influence, building strong relationships by working collaboratively with all levels of the organization.     

 

KEY DELIVERABLES

  • Identify and develop relationships with key technology vendors/start ups that will drive breakthrough customer experience across channels, or will transform our frontline experience
  • Develop digital channels strategies and plans based on business objectives, insights, stats and facts grounded through the customer lens.
  • Identify new digital capabilities, product and service enhancements within strategic objectives and influences business decisions with senior management
  • Effectively integrate with the Digital Omni OneView Capabilities services to deliver innovative solutions as it applies to channels tools with the best customer experience in mind and develop the roadmap
  • Drive cost savings/efficiencies by applying technology solutions to frontline facing challenges
  • Develop the solutions and drive them into market by leading both design and delivery of projects, all the way through to adoption/usage
  • Build the business cases to justify the investments in Omnichannel and manage those investments through the business teams
  • Interlock closely with the Online Residential/Wireless business teams, the Retail team and the Call Center team to deeply understand their needs/goals and customer experience – look for opportunities to connect dots between the plans
  • Define opportunities to consolidate capabilities across channels
  • Lead capabilities around chat/messaging and voice capabilities with key platforms and drive a roadmap on virtual assistance and voice assisted transactions including partnering with key platforms. 
  • Lead, recruit and build the team of strong product managers and subject matter experts to design and develop the solutions while providing strong business and technical leadership and direction.
  • Guides a team in using their area of expertise; recommends pros/cons of different approaches.
  • Drive collaboration and partnerships across the organization to create unified strategies and plans.
  • Proactive engagement with SLT and Directors/teams to understand ongoing product strategy and related IT needs of the business units
  • Select technology and vendors to deliver to roadmap
  • Ensure scope, and requirements are clear, and managed effectively between business hubs and Digital Capabilities
  • Work with the performance measurement resources to implement and oversee analytics and KPI's for your respective initiatives
  • Utilizes design principles in creating simple product solutions to complex business problems.
  • Help drive digital transformation across the organization by translating digital strategies into profitable business models.

 

ACCOUNTABILITY

  • Service (Adoption, Engagement, Conversion)
  • Self-Serve Containment/Deflection Rates
  • Operational cost reduction & revenue generation
  • LTR scores (Likelihood to Recommend score)

 

 KEY EXPERIENCES / QUALIFICATIONS

  • Master’s or Bachelor's degree in Business, Computer Science, Design or equivalent.
  • Minimum 5 years of relevant online/digital experience in a fast paced environment
  • Keen understanding of the digital ecosystem and customer needs
  • Experience with delivering digital platforms
  • Highly motivated individual with a naturally inquisitive nature with strong leadership
  • Ability to understand critical issues and bring appropriate resolution to complex issues
  • Experience in leading Machine Learning/AI based digital products
  • Experience in delivering Conversational User Interfaces on both text and voice channels
  • Understanding of technical aspects of web, mobile and virtual assistant applications
Schedule: Full time
Shift: No Selection
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: Up to 25%
Posting Category/Function: Digital & eCommerce
Requisition ID: 126355
 
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]] || [[country]] || ON || Toronto || [[mfield2]] ||

 

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