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Manager Service Comms
We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story!
Who we are looking for:
We are looking for a strategic, customer-focused Communications Manager to join the Service Communications team. The successful candidate will lead service and transactional communications that inform, support, and engage customers across key moments in their journey.
This role is responsible for delivering clear, timely, and customer-centric communications related to product orders, account changes, service updates, incidents, and customer experience initiatives. The ideal candidate is an exceptional writer and communicator who can translate complex operational information into simple, actionable messaging that supports both the customer experience and business objectives.
The successful candidate thrives in a fast-paced environment, brings a strong focus on process and flawless execution, and can effectively influence and collaborate with stakeholders at all levels across the organization.
The Communications Manager partners closely with Customer Service, Operations, Product, Marketing, Digital, Legal, and Regulatory teams to ensure communications are accurate, customer-focused, and aligned with Rogers’ brand voice.
What You’ll Do:
Lead customer communications programs end-to-end in support of Rogers’ commitment to delivering a best-in-class customer experience
Develop and execute customer communication strategies that support operational priorities and customer experience objectives
Create clear, concise, and customer-friendly communications for:
Customer transactions and journeys
Wireless, internet, TV, and home service updates
Service disruptions and incidents
Fraud awareness and customer education
Ad hoc customer support communication
Translate complex operational or technical information into compelling, easy-to-understand content for different customer audiences
Develop integrated communication plans that support customer experience and operational initiatives
Create messaging that is transparent, empathetic, action-oriented, and aligned to brand tone of voice
Collaborate with cross-functional partners including Operations, Customer Care, Digital, Product, Legal, Compliance, Brand, and Regulatory teams
Provide strategic communications counsel and recommendations to business partners and senior leaders
Manage communication approvals, timelines, and execution in fast-moving environments
Participate in cross-functional meetings to align customer journeys, messaging, timing, and delivery channels
Liaise with internal and external partners to ensure communications consistently reflect the Rogers brand voice
Monitor communication effectiveness and customer engagement metrics and identify opportunities for continuous improvement
Drive simple, transparent customer communications while considering customer experience, operational impacts, and business outcomes
Support the development of presentations, communication playbooks, and project plans
What you bring:
5–8+ years of experience in customer communications, service communications, customer experience, or corporate communications
Exceptional writing, editing, and verbal communication skills
Proven ability to simplify complex operational or technical information into clear, customer-friendly language
Experience managing communications in operational or customer-facing environments
Strong stakeholder management and cross-functional collaboration skills
Excellent project management skills with the ability to manage multiple priorities under tight timelines
High attention to detail with strong execution skills and sound judgment
Experience working closely with Customer Experience, Operations, or Contact Centre teams
Strong collaboration skills and the ability to build relationships across all levels of the organization
Knowledge of accessibility standards and plain-language communication best practices
What’s in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:
Competitive salary & annual bonus
Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories
sold in Rogers stores.
Paid time off for volunteering
Company matching contributions to charities you support
Growth & Development Opportunities:
Self-driven career development programs (E.g. MyPath program)
Rogers First: priority in applying to internal roles of interest
Wellness Programs:
Homewood employee & family assistance program
Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
Low or no-cost fitness membership with access to virtual classes
Our commitment to the environment and diversity:
Work for an organization committed to environmental protection
Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.
If you are selected to move forward in the recruitment process, here is what you can expect:
15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck!
To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East(364), Toronto, ON
Travel Requirements: None
Background Check(s) Required: Canadian Criminal Record Check
Posting Category/Function: Communications & Corporate Communication
Requisition ID: 338562
To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.
At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.
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Location:
Toronto, ON, CA Calgary, AB, CA
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