Sr. Mgr. Omnichannel Product

Date: Aug 10, 2019

Location: Toronto, ON, CA, M4Y 2Y5

No Selection

We are looking for Sr. Manager, Omnichannel Product to join our Rogers Digital team reporting to Director, Omnichannel, based at our Toronto campus.

What you will be doing.

The Sr. Manager, Omnichannel Product will be leading a digital team to define and improve experience for frontline reps in how they serve our customers. Focused on omni-channel capabilities, design principles and service design, the candidate will drive strong collaboration, alignment and communication between Channels, Business units and Digital Consumer teams. The candidate will be responsible for the product development and design of digital cross-channel solutions, while working closely with Technology partners.  The successful candidate will possess strong digital business acumen and understanding of digital technologies to drive results and deliver solutions that provide a brilliant frontline experiences.  They have the ability to lead through influence, building strong relationships by working collaboratively with all levels of the organization.

 KEY DELIVERABLES

  • Lead and manage a team of product owners to deliver the Omnichannels capabilities roadmap
  • Evolve the digital frontline roadmap and develop capabilities
  • Identify new capabilities for frontline, product and service enhancements within strategic objectives
  • Drive collaboration and partnerships across the organization to create unified strategies
  • Meet with frontline agents, team managers and Channel executives to gather needs and the elaboration of digital experiences
  • KPIs and metrics to drive operational savings, frontline experience and customer satisfaction
  • Develop the solutions and drive them into market by leading both design and delivery of projects, all the way through to adoption/usage

The key areas of focus for the role are: 

1.    Work in collaboration with the cross-functional partners to gather the needs of frontline agents and deliver awesome experiences to help agents assist Rogers customers.

·         Streamline all feedback from the channels and establish a 2-way communication to ensure that all Reps have visibility on the omni platform vision, roadmap, delivery status, performance metrics, upcoming features, and backlog prioritization

·         Work with the channels to understanding the existing tools used, platform integration or decommissioning strategy of legacy applications

2.    Lead and manage the team of product owners to maintain the backlog and develop roadmap

·         Collaborate and influence consumer digital teams to build towards an omni-channel vision

·         Maintain product backlog to be deliver in scrums

·         Build roadmap to enable replacement of legacy applications and align to the company strategy

KEY EXPERIENCES / QUALIFICATIONS

  • Masters or Bachelor's degree in Business, Marketing, Computer Science, Communications or equivalent.
  • 7+ year of relevant digital/online experience in a fast paced environment. 
  • Experience in managing and leading teams
  • Highly motivated individual with a naturally inquisitive nature with strong leadership
  • Strong understanding of digital ecosystem and customer experience design
  • Natural or trained ability to grasp both product and technical aspects of web applications, database functionalities, general web functionality. 
  • Thrives in an environment of constant change, unpredictability and ambiguity.
  • Ability to identify critical issues and bring appropriate resolution to complex issues

 

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