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Rogers Communications Canada Inc.
Toronto, ON
Full Time
Program Manager

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.

This role has been posted in locations where we have a Rogers corporate site. We encourage qualified candidates from across the country to apply who can reasonably commute to one of these locations.

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.

We are looking for a Customer Experience Program Manager that will represent Customer Service Operations (CSO), working primarily in a customer experience transformational role to ensure that our CSO customers are completely satisfied with their Omni channel experience. We are on a journey to build thoughtful connections with our frontline teams and customers. We are committed to putting the customer at the heart of everything we do. We design experiences that help us get it right the first time and aspire for excellence in every customer interaction. We are champions for the customer.

What you will bring:
  • University Degree in Business Administration, Finance, Technology, or equivalent experience in a related field.
  • You are a highly organized individual who can develop plans and execute key steps to achieving success
  • Experience in core service design methods and processes (E2E customer journey mapping)
  • A laser focus on delivering an incredible delightful experience for our customers
  • Comfort with ambiguity with a strong ability to influence
  • Creative confidence, a curious mind, and a passionate work ethic with a can-do attitude - you know how to win together
  • Working knowledge of SMB wireless and cable product portfolio and order management workflows is an asset
  • Understanding of an agile/scrum development process is an asset
  • Excellent communication and presentation skills to convey and align on problems, opportunities, and solutions with cross functional stakeholders
  • Advanced knowledge of Microsoft Office applications, Visio & iGrafx

What you'll be doing:
  • Lead the sustainment and enhancement of the policies, processes and execution of the core operational requirements related to CSO Customer Communications
  • Ensure highest level of customer service, aligning with the company's expectations of quality and authenticity, is being delivered consistently to customers
  • Ability to work collaboratively within cross-functional teams, as well as ability to work independently
  • Ability to quickly deliver multiple, inventive ideas that are fresh and simple while solving complex customer and business needs
  • Monitor and leverage existing customer data insights like; LTR, VoC, adoption metrics, etc. Analyze CEX responses and work with cross-functional stakeholders to provide recommendations on ways to improve productivity and customer satisfaction levels
  • Attend all product knowledge and training sessions to gain knowledge on company's products and be diligent towards high customer expectations
  • Help define, shape, and grow CSO's service and support model. We want you to innovate on both what we do and how we do it
  • Demonstrate values and behaviours consistent with the company's culture
  • Performing other duties as assigned

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 here 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: Call Centre Operations & Operations Support
Requisition ID: 251012

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 Rogers FAQ .

    Posting Notes: Corporate

    Toronto, ON, CA Brantford, ON, CA Vancouver, BC, CA Montreal, QC, CA Calgary, AB, CA Halifax, NS, CA Oshawa, ON, CA

    Being a Rogers team member comes with some great perks & benefits including:
    • Health & well-being benefits
    • Donation matching
    • Paid time off for volunteering
    • Wealth Accumulation including: Pension plan & Employee stock options
    • Generous employee discounts
    • Leadership development, Mentorship, and Coaching programs

    Looking for career guidance and inspiration?

    Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.

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