Sr. Manager, Product Service

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, Self-Service and Support, you will lead the strategy, delivery, and optimization of digital self-service experiences across Rogers and Fido. This role is responsible for managing the My Rogers and Fido My Account platforms across web and mobile app, ensuring they deliver seamless, intuitive, and effective support experiences for our customers.

You will lead a team of Product Owners focused on driving innovation, automation, and customer satisfaction across digital support channels, including virtual assistants (chatbots and voicebots.)

What you'll do:

• Own and evolve the MyRogers and Fido My Account platforms across web and app, ensuring they meet customer needs and business objectives.
• Lead a team of Product Owners responsible for delivering high-impact self-service capabilities and continuous improvements across digital support channels.
• Develop and execute the strategic roadmap for self-service and self-support experiences, aligning with cross-functional priorities and customer insights.
• Drive performance and optimization of virtual assistants (chatbots and voicebots), enhancing containment, resolution, and overall experience.
• Collaborate with design, engineering, operations, and CX teams to deliver cohesive and scalable support journeys across all digital touchpoints.
• Leverage data and analytics to identify pain points, measure success, and inform product decisions that improve customer outcomes.
• Champion a customer-first mindset, ensuring all self-service solutions are intuitive, accessible, and aligned with brand standards.
• Foster a culture of innovation and agility, encouraging experimentation and continuous learning within the team.

What you need to succeed:

• Expertise in Digital value creation & improving Customer Experience / CXM
• Experience developing and managing digital capabilities in agile and hybrid methodology environments.
• Strong experience in improving KPIs and achieving targets in cost reduction, conversion rate optimization, retention/churn improvement and self-service adoption.
• Obsession with delivering high-quality products to market in a timely manner.
• Experience with optimization, continuous improvement, continuous integration, and value creation.
• Proficiency in problem identification tools such as 5-why analysis, fishbone diagrams, and Pareto charts.
• Collaborative ability to elevate projects and ideas that are not your own.
• Curiosity to be resourceful and inventive in tackling complex challenges.
• Ability to solicit alternative ideas and perspectives to understand the "why" and not just the "what."
• Ability to prioritize value over output as a way to manage leadership expectations.
• Expertise in presenting ideas, business rationale, and trade-off implications to executive audiences.
• Results-oriented team player who leads by example and holds themselves accountable for performance.

What you bring:

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
• 5+ years of product management experience, preferably with AI, machine learning, or virtual assistant technologies.
• Proven track record of managing all aspects of a successful product lifecycle with delivery in Agile & traditional methodologies
• Strong knowledge of natural language processing (NLP) , or conversational interfaces.
• Experience working in Agile/Scrum environments and using tools like Jira, Confluence, and product analytics platforms.
• Excellent communication, presentation, and organizational skills.
• Ability to think strategically while maintaining attention to detail.
• Experience with data-driven decision-making and experimentation to optimize product features.

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 with access to virtual classes
• 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: Canadian Criminal Record Check 
Posting Category/Function: Technology & Information Technology
Requisition ID: 329812

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite a minimum of four (4) days per week starting October 6, 2025, increasing to five (5) days per week effective February 2, 2026. 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