Manager - Digital Product Operations (Rogers Wireless)
Rogers Communications
Toronto, Ontario, Canada
4d ago

Location :

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.

    Reporting to the Senior Manager of Digital Operations, the Manager, Digital Product Operations will lead the monitoring / resolution strategy of digital production issues, maintaining and optimizing digital operations, and implementing continuous improvements in all digital channels for the Rogers brand in all channels (Online, Care, Retail, and Field).

    Roles and Responsibilities :

  • Manage the operations and production support of digital properties of websites and mobile apps.
  • Work with required groups to proactively monitor digital environments for all issues / failures / bugs.
  • Work with both structured and unstructured data
  • Lead the performance improvement of digital products to enhance the user experience, reduce pain points, and reduce drivers to our call centres.
  • Analyze production reports (outages, scheduled downtime, bugs, etc.) with the teams to determine causes of nonconformity with product specifications and / or operating production problems.
  • Proactively managing and escalating major risks, bugs / defects, and dependencies impacting multiple teams / groups.
  • 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 product, sales and IT teams.
  • Ensuring governance standards are applied across all digital environments.
  • Recommendation of solutions to management based on understanding of business and technical issues.
  • Develop, implement and maintain operations processes to maximize user adoption and channel containment for service and support transactions.
  • Strategize, manage and deliver continuous improvements to promote cost savings, increase revenue, improve NPS and CSAT.
  • Lead the continuous improvement of the digital product strategy that will contribute to a multi-channel strategy and framework.
  • Work closely with the product owners responsible for overseeing online product development and management for automated and non-
  • automated purchase / buy and service / maintenance flows.

  • Work x-functional to ensure digital product experiences are optimized across channels (Care, Retail, Online & Field)
  • Partner with your digital channels team members to create synergies across all lines of business, Commerce, Self-Serve and Support, Mobile, and multi-channel experiences.
  • Lead contributor for Rogers to help elaborate on one Service & Support Digital Strategy and experience for all channels, to make sure that efforts are leveraged across the company.
  • Other responsibilities as required.
  • Qualifications :

  • Bachelor's degree in Communications, Business, Marketing, Computer Science or relevant field
  • 5+ years of relevant online / digital experience in a fast paced environment, preferably with telecom or related industry experience
  • Experience in managing a small team and managing expectations for a large number of stakeholders
  • Excellent communication (written and oral) skills, and negotiation skills with a strong ability to understand their audience
  • Strong knowledge of IT principals / structure / processes
  • Keen understanding of the digital ecosystems and customer needs
  • Project management skills with an excellent ability to organize complicated and tasks / issues
  • Ability to train others in organizational skills
  • Strong analytical thinking
  • Drive to provide direction for accomplishing goals and taking ownership from strategy to execution
  • Understanding of technical aspects of web applications, including database-driven functionalities, general web functionality, etc.
  • 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
  • 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 : 153046

    Together, we'll make more possible, and these six shared values guide and define our work :

  • Our people are at the heart of our success
  • Our customers come first. They inspire everything we do
  • We do what’s right, each and every day
  • We believe in the power of new ideas
  • We work as one team, with one vision
  • 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 to begin a conversation about your individual accessibility needs throughout the hiring process.

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