Sr. Manager, AI Self-Serve

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:

As the Sr. Manager, AI Self-Serve, you will define and lead the digital product strategy for AI-powered self-service experiences across Rogers and Fido.
You will oversee a team of Product Owners responsible for building and scaling intelligent self-serve capabilities across web and mobile platforms, powered by the latest machine learning technologies.
This role combines strategic leadership, product innovation, and operational excellence to deliver seamless, automated, and customer-centric digital experiences that drive measurable business value.

Location: We are open to hire nationally.

What you'll do:

• Define and own the product vision and roadmap for customer centric self-serve experiences across MyRogers and Fido My Account (web and mobile apps).
• Lead and develop a team of Product Owners delivering scalable, high-impact digital and AI capabilities.
• Drive the design and continuous evolution of scalable self-service tools, including the transformation of traditional self-serve capabilities and the introduction of AI-assisted self-serve actions on mobile and web.
• Accelerate the personalization of self-serve capabilities by leveraging customer intent engines to drive a Digital First strategy built around brand loyalty
• Improve customer satisfaction, containment, resolution rates, and overall digital adoption through data-driven optimization, with an eye towards churn prevention and loyalty
• Partner closely with Engineering, Data Science, Content & Design, Marketing, Brand and CEX teams to deliver integrated, end-to-end digital support journeys.
• Use analytics and performance metrics to identify opportunities, remove friction, and improve outcomes laddering into overall company objectives
• Ensure all digital products are intuitive, accessible, and aligned with brand and customer experience standards.
• Promote a culture of innovation, accountability, and continuous improvement within Digital.

What You Need to Succeed

• Strong expertise in digital product strategy and customer experience transformation.
• Proven experience leading product teams in Agile or hybrid delivery environments.
• Track record of improving KPIs such as self-service adoption, cost reduction, conversion optimization, and retention.
• Experience building or scaling capabilities such as chatbots, voicebots, automation, or intelligent workflows.
• Strong analytical mindset with experience using experimentation and data to guide decisions.
• Ability to clearly communicate strategy, trade-offs, and business impact to senior leadership.
• Customer-first mindset with focus on delivering measurable value rather than output alone.
• Collaborative leadership style with the ability to influence cross-functional teams.

What you bring:

• Bachelor’s degree in Computer Science, Engineering, Business, or related field.
• 5+ years of product management experience, ideally including machine learning, or conversational technologies.
• Experience managing full product lifecycles from concept through launch and optimization.
• Knowledge of NLP, conversational design
• Experience with Agile/Scrum frameworks and product tools (e.g., Jira, Confluence, analytics platforms).
• Strong communication, organizational, and stakeholder management skills.
• Strategic thinker with strong execution discipline.
• Experience using experimentation and data to optimize digital product performance.

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: 333193

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