Sr. Manager Digital Product (Self Service)

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Date: Feb 1, 2019

Location: Toronto, ON, CA, M4Y 2Y5

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.

 

Are you digital savvy? Do you want to put your problem solving, business and technology skills to the test? Would you like to be part of making the buzzwords “customer experience”, “omni-channel”, “digital transformation” and “design thinking” come to life? If so, you might be interested in joining our team.

If you have always wanted to work at an entrepreneurial company where the employees are committed to solving big challenges and making a real difference; then join us.  Rogers is a leading communications and media company where people come to do great work. We are looking for individuals who are curious, love digital, and want to be part of the team that will push the digital customer experience to the next level.

What we want for you.

We want to support and encourage you to find long-term success. We want you to explore opportunities that play to your strengths and passions. We value lateral moves as much as vertical promotions – we believe all roles should develop your skills, broaden your experience, and help you build a rewarding and fun career.

What you will be doing.

The Sr. Manager, Digital Product (Self Service) will lead a digital product team to build new experiences, monitor/measure performance, grow the product strategy, run maintenance and operations for digital products, implement continuous improvements, and also resolve production issues. This will apply to all our digital products for all brands and channels, in relation to customer enrolment, customer identification, billing, and payments.


Roles and Responsibilities:
 

  • Build a strategy to continuously enhance our consumer digital products.
  • Manage a team of direct reports to drive high performance in both the staff and their products.
  • Lead the performance improvement of digital products to enhance the user experience, reduce pain points, and reduce drivers to our call centres.
  • End to end management of our digital product projects, from inception to delivery.
  • Resolving technical and non-technology related issues impacting multiple teams/groups, escalating to management and managing the resolution.
  • Communication of environment reporting of progress, status, metrics and KPIs to required stakeholders (all levels).
  • Conduct lessons learned session in retrospective with involved teams to improve future processes.
  • Creating and maintaining a highly organized process for open communication between multiple teams in the organization.
  • Ensuring governance standards are applied across all digital environments.
  • Recommendation of solutions to management based on understanding of business and technical issues.
  • Strategize, manage and deliver continuous improvements to promote cost savings, increase revenue, improve customer satisfaction and likeliness to recommend.
  • Partner with digital team members to create synergies across all lines of business and products.
  • Lead contributor to help elaborate on one Self Service Digital Strategy and experience for all channels, to ensure efforts are leveraged across the company.
  • Develop, implement and maintain operations processes to maximize user adoption and channel containment for service and support transactions.
  • Other responsibilities as required to support the Digital Team.


Qualifications:
 

  • University degree in Communications, Business, Marketing, Computer Science or relevant field
  • 7+ years of relevant online/digital experience in a fast paced environment, preferably with telecom or related industry experience
  • Strong knowledge of IT principals/structure/processes
  • Strong analytical thinking
  • Understanding of technical aspects of web applications, including database-driven functionalities, general web functionality, etc.
  • In depth working knowledge of web-based software for ecommerce, self-serve and related digital operations
  • Understanding of software logic, architecture and systems
  • Managing expectations for a large number of stakeholders concerning funding and budgets
  • Experienced in managing a small-medium sized team of direct reports
  • Ability to train others in organizational skills and continuous improvement
  • Excellent communication (written and oral) skills, and negotiation skills with a strong ability to understand the audience
  • Keen understanding of the digital ecosystems and customer needs
  • Project management skills with an excellent ability to organize complicated and tasks/issues
  • Drive to provide leadership and direction for accomplishing goals and taking ownership from strategy to execution
  • Highly motivated individual with a passion for positive change
  • Ability to multi-task and manage several projects at once
  • Excellent problem solving and decision making skills
  • Skilled in MS Office suite including Word, Excel, Powerpoint with ability to train others
  • Familiarity of the Atlassian ecosystem (JIRA, Confluence) and web analytics tools such as Adobe Analytics
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%
Posting Category/Function: Digital & eCommerce
Requisition ID: 146469
 
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 RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.

 
Posting Notes:  [[req_strategyPage]] 

 

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