Manager, Digital Product Support

Date: Jul 20, 2021

Come play a key role in building the future of Sports & Media! Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

At Rogers Sports & Media we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch 30 million of Canadians every month!

Not only is our business strong, but so is our culture. We genuinely care about each other and working in an environment that allows each of us to bring our best authentic selves to work. That starts with our firm commitment to a diverse, inclusive and safe workplace. We’re also dedicated to giving back by using our media megaphone to help Canadians who need it most. Our team is All IN on diversity and inclusion – find out more at www.allinforequity.ca.

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

 

Are you up for the challenge and the fun?  If so, consider the following opportunity!

We are looking for a strong leader to join the Digital Media team within Rogers as a Manager of Digital Product Support.  In this role, you will be responsible for the end-to-end digital product support for our Rogers Sports and Media partners in development and production environments. 

The breadth and complexity of these projects cannot be understated.  The successful candidate should be able to oversee the impacts, interdependencies and timelines between functional teams and work to ensure product stability meets the goals and objectives set forth by the senior and executive leadership teams. 

What you will do...

  • Champion ticketing/change management system including building workflow and forms
  • Resolves escalations, providing approvals as required and communicating to peers and colleagues within the organization
  • Measuring and reporting operational metrics and strategic approval of all decisions in their area, including monitoring performance and meeting Service Level Agreements
  • Assist and coordinate the delivery of new project introductions into the production environment
  • Participates in Corporate and Business Unit Strategic planning sessions; creates the vision for the technology
  • Review, draft and maintain SLA deliverables
  • Provide single point of escalation for any and all incidents opened against our Product Portfolio.
  • Deep understanding of technical and business drivers and strategies that drive the direction of the department
  • Work closely with vendor teams to ensure maintenance of licensing and support
  • Completes capacity planning, prioritizing team workloads to meet deadlines, and contributing to long range planning and budget discussions
  • Monitors and plans for performance & improvements
  • Ensure team is sufficiently trained to support all new projects and solution deliveries.
  • Stays abreast of firm and industry drivers, trends, and practices.
  • Excellent customer service, interpersonal, and oral and written communication skills
  • Ability to interface well with clients and supplier personnel
  • Excellent time management and organizational skills
  • Strong operations and technology acumen
  • Strive every day to cultivate a positive culture that enhances the talent, diversity, and wellness of our team in a complex environment

What will you bring…

  • Ability to read customers and make great judgment calls
  • Capable of following and composing process and procedure documentation, training stakeholders in complex topics, and interacting positively with upper management
  • Experience managing and evolving service level agreements
  • Solid understanding of digital product development and systems
  • Proven ability to work independently with minimal supervision; must be a self-motivated self-starter that can initiate and execute ideas
  • Proven analytical and problem-solving skills
  • Calm, confident and keen to work in a fast-paced environment
  • Possess the ability to interact across various cross-functional teams within the organization

Here’s what you can expect in return….

  • A competitive salary and benefits that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and Blue Jays tickets
  • A manager who deeply cares about your development and long-term career at Rogers
  • A team that trusts and wants to win together
  • Smart and accomplished colleagues who are focused on both the “what” and the “how”
 
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 matter to us! For any questions, please visit the Rogers FAQ.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Digital & Program Management
Requisition ID: 229665
 
Posting Notes:  Digital Media 


Job Segment: Program Manager, Network, Product Development, Manager, Strategic Planning, Management, Technology, Research, Strategy

Location: Toronto, ON, CA

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