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Rogers Communications Canada Inc.

Digital Product Owner

Location
Toronto, ON
Details
Full Time
2 hours ago
Come play a key role in building the future of Digital products for Rogers! Everyone wants to be part of a transformational team - and that's exactly what we're building. A team that innovates and a team that wins.
  At Rogers we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and 5G Wireless team. Collectively, we touch 30-million of Canadians every month!
Not only is our business strong, but so is our culture. We genuinely care about each other and working in an environment that allows each of us to bring our best authentic selves to work. That starts with our firm commitment to a diverse, inclusive and safe workplace. We're also dedicated to giving back by using our media megaphone to help Canadians who need it most. Our team is All IN on diversity and inclusion - find out more at  www.allinforequity.ca .
  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. 

What you will do:
The Digital Product Owner (Customer Authentication & Profile) together with the Senior Manager, will be a lead on the digital product team to build new experiences, monitor/measure performance, grow the product strategy, run maintenance and operations for the digital products, implement continuous improvements, and also resolve production issues. This will apply to all our products across all brands and channels, in relation to customer enrolment and identification.
 
Roles and Responsibilities:
  • Build a strategy to continuously enhance our consumer digital products.
  • End to end management of our digital product projects, from inception to delivery.
  • Manage the operations and production support of our digital properties.
  • Working with required groups to proactively monitor digital products and environments for all issues/failures/bugs.
  • Lead the performance improvement of digital products to enhance the user experience, reduce pain points, and reduce drivers to our call centres.
  • 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 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 solutions to promote cost savings, increase revenue, improve customer satisfaction and likeliness to recommend.
  • 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 to support the Digital Team.
 
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 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
Here's what you can expect in return:
  • A competitive salary and benefits that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and Blue Jays tickets
  • A manager who deeply cares about your development and long-term career at Rogers
  • A team that trusts and wants to win together
  • Smart and accomplished colleagues who are focused on both the "what" and the "how" 
  • Flexibility to work from home even after the pandemic ends 
  • Your choice of hardware and software (iPhone or Android/Mac or PC etc.) 
 
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 & Program Management
Requisition ID: 241664
 
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 matter to us! For any questions, please visit the Rogers FAQ .

 
Posting Notes:  Corporate 

Job Segment: Telecom, Telecommunications, Program Manager, Network, Computer Science, Technology, Management
Location: Toronto, ON, CA
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Category
Sales and Marketing