Sr. Director, Interaction Management

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.

 

The Sr. Director, Interaction Management will report to the VP Customer Experience Strategy and Planning, and will be accountable for the omni channel tools and logic that enable customers to seamlessly connect with our customer service organization.  This includes the strategic direction, programs, tactics and operational outcomes associated with Natural Language Interfaces (chatbots, speech bots…), IVR, interaction routing, chat, asynchronous messaging, scheduled callbacks, outbound solutions, social media tools and any other tools and processes necessary to connect customers with our service experiences.  

 

The Sr. Director will collaborate closely with Wireless and Connected Home Marketing teams, Operations, and IT teams to design and deploy solutions that will improve our customer experience and drive operational outcomes supporting revenue growth, customer retention and productivity.  As well, they will provide leadership to a team of technical and business strategy leaders who will drive improvement and operationally manage the interaction management toolset.

 

What you’ll be responsible for:

  • Defining and supporting an omni-channel interaction management strategy oriented towards leveraging existing and new capabilities
  • Leading and managing programs and projects which will serve to implement new and enhanced natural language and omni-channel customer interaction capabilities
  • Driving and continuously improving operating results from existing and new tools such as our IVR, outbound dialer, Virtual Assistants, scheduled call back, call, chat and messaging routing, etc.
  • Leveraging analytics to assess performance and drive continuous improvement in the customer experience as reflected though our interaction management tools
  • Partnering with other leaders in helping to define our long-term roadmap for technology and operations and helping to build business cases and manage capital associated with delivering on that strategy
  • Providing leadership across all Rogers brands and teams to drive strategic and tactical improvements to our customer experience:  including Care Service, Loyalty, Fido, Chatr, Credit, Tech Support, Outbound and inbound Telesales, Small Business, and other business units as required. 
     

What you bring to the role:

  • Progressive leadership experience at the Director level, with deep business acumen, the ability to navigate matrixed relationships and a reputation for fostering a high performing and highly engaged culture
  • Experience in developing and executing business strategies that improve customer satisfaction, employee satisfaction, sales, retention/loyalty and operations efficiency
  • Proven ability to collaborate across business units to build strategies and tactics that optimize business outcomes
  • Sound judgment and professional presence to influence senior leaders and partners in decision making
  • Effective team leadership, ideally including in a solution centre or IT environment; remote team management experience would be an asset
  • Deep coaching expertise and experience
  • Ability to influence, manage and lead through change / dynamic environments and circumstances
  • Strong written and verbal communication skills and executive presentation skills

 

What you need to succeed:

  • 10+ years of progressive experience
  • Undergraduate university degree or Master’s in Computer Science, Commerce, or equivalent
  • Ability to lead and deliver results without direct authority
  • Proven track record of leading teams and driving change within large complex organizations
  • Strong ability to explain and simplify strategy to gain buy-in from stakeholders
  • Collaborates well with others and keeps the bigger, one RCI goals in mind at all times
  • Proven ability to think strategically; interpreting information to uncover opportunities 
  • Ability to find opportunities through analytics and analysis 
  • Self motivated, quick learner with a strong sense of urgency
  • Always demonstrates Rogers values and leads by example

 

 

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.


Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

 

 

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: Call Centre Operations & Operations Support
Requisition ID: 237749
 
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:  Corporate

 

 

 

Location: 

Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


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