Job title: Manager Digital Product Ops
Company: Rogers Communications
Job description: 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 their dream. A sports fan celebrate a special moment.
Because we believe connections unite us, possibilities fuel us, and moments define us.
As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.
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.
We are looking to hire a Manager Digital Product Ops to join the Digital team who will lead the user and system performance strategy for digital issues, maintaining and optimizing digital operations, and implementing continuous improvements in all digital channels for the Rogers brand in all channels , reporting to the Director of Product (Customer Account Management.
What you will be doing:
- Lead the management of E2E user operations for our digital properties (web & app).
- Working with required groups to proactively monitor user environments for all issues/failures, and take action to resolve issues.
- Analyze production reports (outages, scheduled downtime, bugs, etc.) with the teams to determine causes of nonconformity with product specifications and/or operating production problems.
- Communication of environment reporting of progress, status, metrics and KPIs to required stakeholders (all levels).
- Proactively managing and escalating major risks, bugs/defects, and dependencies impacting multiple teams/groups.
- Helping resolve technical and non-technology related issues impacting multiple teams/groups, escalating to management and managing the resolution.
- 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 technical teams.
- Develop, implement and maintain operations processes to maximize revenue, and commerce transactions.
- Strategize, manage and deliver continuous improvements to increase revenue, improve CSAT and related measures of customer feedback.
- Promote continuous improvement of agile digital strategy that will contribute to a multi-channel strategy and framework.
- Work closely with teams responsible for overseeing online product development and management for automated and non-automated purchase/buy and service/maintenance flows.
- Work cross-functional to ensure digital commerce 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 Digital Strategy and experience for all channels, to make sure that efforts are leveraged across the company.
What you will bring:
- 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 many stakeholders
- Experience in an Agile and/or Kanban ecosystem
- 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
- Understanding of technical aspects of web applications, including database-driven functionalities, general web functionality, etc.
- Ability to multi-task and manage several projects at once
- Excellent problem solving and decision-making skills
- Familiarity of the Atlassian ecosystem (JIRA, Confluence) and web analytics tools such as Adobe Analytics and Domo
What we bring:
- A competitive salary and benefits plan that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and products
- A manager who deeply cares about your development and career at Rogers
- A team that trusts and wants to win together
- The health and well-being of our team members remains our top priority – our team members have access to expanded benefits support for mental health, financial well-being, supports for parents and virtual health care for our team members and their familiar, as well as access to tools like Headspace, Rogers Masterclass and more
- We launched a National Wellness Fund to provide our team expanded benefits support for mental health, financial well-being, support for parents and Virtual Health Care for our team members and their families to help them cope during the health crisis.
As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.
Please click to review conditions that may qualify for medical exemption to the COVID-19 vaccine.
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: 252431
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 matter to us! For any questions, please visit the .
Posting Notes: Digital & Technology
Expected salary:
Location: Toronto, ON
Job date: Sat, 18 Dec 2021 23:02:12 GMT
Apply for the job now!
