Product Manager

Date: Feb 16, 2021

Location: Toronto, ON, CA, M4W 1G9

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 their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us. 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 working from home, and are equipped to do so safely and efficiently. 
 

NOTE: Open to considering candidates from outside the Toronto area

Fixed Wireless Access Product Management team is responsible for E2E product management of the residential internet access via the Fixed Wireless Access (FWA) technology. This includes product and roadmap definition, P&L management, service experience management and support of the overall service expansion portfolio within Rogers Connected Home organization. The Product Manager, Service Experience is accountable for E2E FWA service experience and product reliability.

What you will be doing:

  • Act as the FWA service experience and product reliability champion within the organization and inspire others
  • Drive FWA operational excellence and operational cost reduction
  • Lead the definition and launch of service experience and operational excellence management framework for FWA
  • Work x-functionally to develop a full FWA LBGUPS journey customer experience dashboard, define key KPIs and targets
  • Work with data analytics and technology teams to leverage proper data sources and develop meaningful service experience and reliability KPIs
  • In collaboration with x-functional SMEs analyze trends, detect anomalies and develop action plans to resolve service experience issues
  • Work collaboratively to develop organizational capability for continuous service experience and reliability monitoring and competitive benchmarking
  • Present trends, insights, top service empierce issues and action plans at various management and executive forums as required
  • Maintain a backlog of service experience issues prioritized by top customer impact and/or business value
  • Lead x-functional teams to ensure
  • Develop ELT and executive level presentations
  • Translate broad strategies into specific action plans, utilizing existing resources and information to achieve strategic objectives and improve business results.
  • Foster and champion an environment that promotes trust, continuous improvement, innovation, quality outcomes and self-development.

What you bring:

  • Undergrad degree in Network Engineering/Computer science or Business
  • 6+ years of experience in service experience or operations roles
  • Understanding of both connected home and wireless service delivery and channel operations
  • Experience in building operational and customer experience dashboards, define KPIs and targets
  • Ability to lead and influence cross-functional teams
  • Strong ability to lead x-functional meetings, track actions, hold peers accountable, be a strong voice
  • Product experience and business acumen is a definite asset
  • Knowledge of standard Product Management, Project Management, Business Process Management and Quality of Service methodology and practices.
  • Excellent verbal and written communication skills with the ability to effectively prepare and present information and respond to questions.
  • Excellent prioritization, time management, organization, and follow-up skills.
  • Analytical and Strategic thinking with the ability to evaluate and innovate.
  • Excellent interpersonal skills with the ability to establish and maintain relationships at all organization levels.  The role requires extensive collaboration.
  • Ability to establish plans and develop systems and processes.
  • Ability to work and think independently with minimal supervision.
  • Ability to foster teamwork, influence and motivate others, and lead indirectly. Provide leadership through influence, inspiration, collaboration, and teamwork.
     
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON 
Travel Requirements: Up to 25%
Posting Category/Function: Marketing & Product Management
Requisition ID: 215718
 
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 matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Information Technology & Engineering 


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