Sr Manager, Agentic AI CEX

At Rogers, we put our customers first in everything we do! We’re growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference –we’re passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:

What We’re Looking For:

We are seeking a strategic Senior Manager, Agentic AI to lead the development and delivery of Agentic AI capabilities across Customer Experience (CEX). This newly created role is the single point of accountability for Agentic AI within CEX and is critical to achieving our 2026 objectives.

The successful candidate will bring deep Agentic AI expertise and a strong ability to lead cross‑functional collaboration across Care, Technical Support, Product, Technology, Operations, and CX, translating strategy into scalable solutions that drive measurable customer and employee outcomes.

What You’ll Do:

• Own and lead the end-to-end Agentic AI roadmap, from ideation through implementation and continuous improvement
• Act as the central point of contact between Care and Technical Support to ensure alignment and seamless integration
• Partner cross-functionally with Product, Technology, Operations, Customer Experience, HR, and Centres of Excellence to embed Agentic AI solutionsDesign and implement Agentic AI strategies that enhance end-to-end customer and employee journeys
• Lead stakeholder engagement with senior leadership to communicate progress, risks, and roadmap outcomes
• Establish KPIs and performance metrics, track results, and drive ongoing optimization of Agentic AI programs
• Lead Agentic AI implementation across all CEX frontline teams in close collaboration with technology and digital partners
• Drive change management, communication, and adoption strategies to ensure effective day-to-day use of Agentic AI
• Guide frontline leaders and teams on Agentic AI launches, usage, and continuous improvement

What You Bring:

• University degree with a focus on Business Technology or a related field
• Agentic AI certification or deep demonstrated expertise in Agentic AI technologies
• 2–3 years of progressive experience in strategy, product management, or operations leadership rolesExperience in a contact centre or tech-enabled customer service environment
• Proven success leading cross-functional teams and complex initiatives without direct people management authority
• Strong stakeholder management and executive-level communication skills
• Demonstrated experience driving digital transformation and customer journey improvements
• Exceptional analytical, problem-solving, and organizational capabilities
• Familiarity with applying Agentic AI solutions in customer care and technical support environments

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:
  
  • Self-driven career development programs (E.g. MyPath 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.

If you are selected to move forward in the recruitment process, here is what you can expect: 

15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck! 

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/credit background check and ID verification. ​

Schedule: Full time  
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East(376), Toronto, ON 
Travel Requirements: None
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 333775

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:  Customer Experience