Service Excellence Manager - Toronto Blue Jays

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Date: Jan 10, 2019

Location: Toronto, ON, CA, M5V 1J1

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.


POSITION:                   Manager, Service Excellence – Toronto Blue Jays


REPORTS TO:              Director, Fan Services

DEPARTMENT:             Fan Services

COMPANY:                   Toronto Blue Jays

LOCATION:                  Rogers Centre





This role will champion delivery of our service principles and desired behaviors/standards across the organization. This includes leading cross-functional teams to evangelize exceptional service delivery across multiple touchpoints for Toronto Blue Jays fans. The successful incumbent will be responsible for needs analysis, design, development, assessment and measurement for the service program.



  • Lead cross-functional teams to review service delivery results, brainstorm action plans, test concepts and implement tactics to drive an improved service delivery across touchpoints.
  • Develop, implement and monitor programs to determine both fan and internal perception of the Blue Jays service experience.
  • Assess service delivery through the results of research, fan feedback and observation.
  • Develop and execute comprehensive employee training and communications to reinforce and reiterate our service values and associated behaviors.
  • Develop and execute initiatives to ensure the consistent delivery of excellent service across the organization, including fan-facing third parties.
  • Develop insights and generate concepts that design how we interact with our fans in the service we deliver
  • Identify and evaluate current and future service needs in consultation with managers and internal stakeholders.
  • Work with external vendors in program design and development (as required).


  • Minimum 5 years experience preferably with a concentration in service design, product management and/or organizational change management.
  • Post-secondary education.
  • Skilled at collaborating effectively and proactively with cross-functional peers.
  • Strong relationship building and interpersonal skills.
  • Comfort designing training and communication programs including needs analysis, design, validation, development, implementation and evaluation.
  • Excellent project management skills; managing communication, timelines, defining clear objectives, and delivering results in a timely manner.
  • Ability to transform operational requirements into innovative solutions.
  • Excellent verbal and written communication skills.
  • High energy, strong work ethic and positive attitude.
  • Organized with the ability to multi-task to meet deadlines and deliverables in a fast-paced environment.
  • Proficiency in Microsoft Office applications with a high degree of skill in PowerPoint and Excel.
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Blue Jays Way (210), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Baseball / Stadium Operations & Baseball Operations
Requisition ID: 145812
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 to begin a conversation about your individual accessibility needs throughout the hiring process.

Posting Notes:  [[req_strategyPage]] 


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