Req Id: 338387
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
Are you passionate about technology and staying at the leading edge of New Product launches and Emerging Program Development? Do you see opportunities to improve customer experience and talk about how things could be done differently? Are you a high performer with a passion for driving results? Are you able to handle multiple demands at once by prioritizing effectively?
If you answered an enthusiastic “YES” to the above, this role could be for you!
Part of the Customer Experience, Strategy, Design and Delivery (SD&D) team, the Senior Manager will report into the Director, Program Management and lead a team of Project Managers through planning and deployment of New Product Introduction projects, impacting both the agent and customer experience. The Senior Manager will be accountable for the successful design, planning and implementation of all NPI projects to help Bell deliver a best in class customer experience and to support sponsors achieving project benefits (Revenues, Churn reduction etc.).
This role supports all Bell Residential, Mobility & Virgin marketing initiatives including ongoing 5G development, IOT programs and all new emerging programs in the Mobility space, new modem, pod and receiver launches, and Fibe & Wi-Fi App enhancements.
Proactively identify customer experience / agent challenges throughout the lifecycle of product development phases
Design and deliver the best customer experience through the launch of new products; focusing on a digital first mentality
Ensure agent readiness for all marketing new products and offers
Analytical mindset and ability to forecast call volumes and handle time associated with all NPI launches
Meet with marketing on a regular basis to influence product roadmap
Lead a team of project managers to support deployment of Marketing initiatives within the call centre
Provide regular updates on project status, including risks and risk management approach to senior management
Strong analytical skills and ability to develop a forward thinking approach to solve problems is a must
Excellent communications skills, both written and verbal
Highly organized, detail-oriented with the ability to manage multiple projects simultaneously
Action oriented and demonstrated ability to deliver results
Ability to work with change, in a competitive environment where priorities change frequently
Strong leadership and influencing skills
Understanding of frontend/backend systems and tools for service delivery (e.g. OrderMax, Blueprints, Singleview, Self-serve etc.)
Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal || Canada : Quebec : Verdun
Flexible work profile: Mobile
Application Deadline: 12/03/2021
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or email@example.com to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at firstname.lastname@example.org.
Created: Canada, ON, Don Mills
Bell, one of Canada's Top 100 Employers.