Manager, Product Design Self Serve Experience

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

Who we're looking for:
Rogers is seeking a Manager, Product Design Serve & Support Experience to oversee end‑to‑end mobile application design across self‑serve, support, and AI‑assisted customer experiences. In this role, you will collaborate closely with product, engineering, and content teams to enhance clarity, usability, and cohesion across all mobile journeys. You will also provide leadership and guidance to a team of designers, ensuring the balance between efficient delivery and the highest standards of design quality.

What you'll do:

• Mobile App Design Leadership (Primary Focus)
  • Own and drive mobile app UX and UI design across self serve and support journeys, from discovery through delivery.
  • Personally contribute to complex, high impact mobile workflows, setting the quality bar for craft, interaction, and usability.
  • Design for real world mobile constraints: platform patterns (iOS/Android), performance, accessibility, edge cases, and scale.
  • Ensure mobile experiences feel intuitive, cohesive, and aligned across app, chatbot, and support touchpoint.
• AI & Chat Experiences
  • Lead the design of chatbot and AI assisted support experiences, with a strong emphasis on mobile conversational interfaces.
  • Explore and define patterns for conversational UI, system feedback, escalation to human support, and trust building within mobile apps.
  • Partner with product, engineering, content, and data teams to evolve AI driven experiences responsibly and thoughtfully.
• Systems, Data & Quality
  • Apply expert level Figma and design system skills to accelerate mobile delivery while maintaining consistency and quality.
  • Use data, insights, and research to inform mobile design decisions and continuously improve customer outcomes.
  • Champion strong UX thinking, accessibility, and content clarity—especially within mobile constraints.
• People & Delivery Management
  • Manage and mentor a small team of vendors, contractors, and one full time designer, with a focus on growing mobile design capability.
  • Coach designers through hands on feedback, critique, and clear expectations.
  • Balance speed and quality—knowing when mobile experiences need polish vs. iteration.
• Stakeholder Leadership
  • Partner closely with product, engineering, content, and operations teams.
  • Clearly communicate mobile specific design rationale, trade offs, and recommendations to senior stakeholders.
  • Represent design confidently in cross functional and executive discussions.

What you bring:

• Must Have Experience
  • Proven, deep experience designing mobile apps (iOS and/or Android) at scale — this is non negotiable.
  • A strong portfolio demonstrating end to end mobile app design, including complex flows, system thinking, and real world constraints.
  • Expert level proficiency in Figma, including advanced use of components, libraries, and design systems for mobile.
  • Experience designing self serve, support, or service based mobile experiences is strongly preferred.
  • Highly data  and research minded, with experience using insights to guide mobile UX decisions.
• AI, Coaching & Collaboration
  • Strong interest in (and curiosity about) AI and conversational interfaces, particularly within mobile apps.
  • Experience managing or leading designers, vendors, or agencies.
  • Strong coaching skills with a track record of developing others while maintaining high craft standards.
  • Excellent stakeholder management skills—clear, calm, and credible in complex environments.

Why This Role Is Interesting

• You’ll shape mobile first customer experiences that customers rely on every day.
• You’ll help define how AI driven support and chat experiences live inside modern mobile apps.
• You’ll have meaningful influence on design quality, mobile strategy, and team capability, not just delivery

What’s in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  • My Path: self-driven career development program
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership.
• Our commitment to the environment and diversity:
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

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%
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Technology & Information Technology
Requisition ID: 333437

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.

Posting Notes:  Technology