Imagine working for an exciting entrepreneurial company where employees are committed to meeting big challenges and making a real difference. That's Rogers. A leading communications and media company where people come to do great work. Right now we are looking for talented individuals to join our winning team where you will have a chance to innovate, grow and to do what really matters.
Are you passionate about new technology and customer experience improvement? If so, this role is for you!
Rogers Communications is Canada's largest cable television provider serving approximately 3.5 million homes in Ontario, New Brunswick and Newfoundland. Our digital two-way hybrid fibre-coax network provides the leading selection of on-demand and high-definition programming including an extensive line up of sports and multicultural programming. Rogers Cable pioneered high-speed Internet access and now 64% of our cable customers subscribe to this service and 1.2 million customers subscribe to our residential and business telephony services. Rogers Cable also operates a retail distribution chain which offers Rogers branded cable, home entertainment and wireless products and services.
The Product Management team within National Operations support acts as an internal consulting group to improve the customer experience as well as introducing new products and services.
We are currently seeking an Agile Product Leader, to be in charge of a number of projects focused on 1) new product introduction linked to the Mobile Internet Service Provider aspect of the wireless data residential business 2) customer experience improvements.
The objectives of these projects will mainly be to ensure readiness of the products and services being launched; ensure readiness of the Customer Care and Technical Call Centres through the development and training of appropriate processes and tools; proactively analyze and resolve technical support or voice of the customer issues; support the development of self help tools and material.
This role requires working cohesively with customer operations, Rogers NPD, NPL, IT, and training groups as well as other Rogers cross functional groups.
Project management
:
Develop and manage detailed project plans that include all activities and milestones across all customer operations functional areas to ensure a complete project plan.
Address any issues that could put the project quality, cost or timing in jeopardy.
Attend corporate program management cross functional meetings and represent the Care and Technical support agenda with a customer experience focus mind set.
Operational processes design
:
For the mobile ISP products and services and in collaboration with Rogers IT, develop processes and technical support tools to diagnose and troubleshoot technical issues with the goal of delivering the best customer experience possible.
Contribute to departmental requirements in negotiating SLA terms with Product Vendors and Marketing.
Working closely with the process engineering, communication and training teams, develop procedures, training content and communication bulletins.
Customer experience improvement accountabilities
:
Develop business cases detailing costs/ benefits of the corrective actions with the goal of securing budget and management support as required.
Work with Rogers Wireless engineering and IT as well as third party vendors to address short term and systemic technical issues.
Monitor success of the implementation through KPI's monitoring
.
Qualifications
Product Skill
:
The following product knowledge/familiarity is highly desired:
Strong understanding of all 4 Rogers Core LOB's (TV,RHP,RHSI and Wireless) from a care and Tech perspective
Windows operating personal computers operations
TCP/IP for Windows Operating systems
Knowledge of Internet applications (email, antivirus, firewall, broadband video
Home networking / Wi-Fi
Knowledge of wireless data devices (phones, pagers, blackberry handheld) an asset
Macintosh computers knowledge an asset
Qualifications
:
Passion for customer experience
Passion for new technology
Bachelor in engineering or science or technical diploma in a related field
A minimum of 3 year experience leading projects in a technical environment
Strong project management skills and proven track records on leading projects involving cross-functional deliverables
Good understanding of the broadband industry an asset
Experience in leading continuous improvement initiatives using formal methodology (six sigma or others) an asset
Strong attention to detail and quality focused
Highly motivated and adaptable with the ability to deliver results under pressure and when managing multiple deadlines
Confident speaker/presenter with the ability to prepare and deliver professional documents and presentations with a demonstrated ability to express ideas effectively
Excellent problem solving and negotiation skills.
analysis and reporting skills
Rogers
is an equal opportunity employer
The future is exciting and
Rogers
is leading the way
.
Canadians count on Rogers to keep them in touch with those who matter most to them - whether at their desk, on the couch or on the go. As Canada's telecommunications leader, we keep everyone informed, connected and entertained, with our exciting array of products and services. Our drive to provide the latest and most innovative products ensures that our customers enjoy unmatched convenience, reliability and flexibility. Rogers continues to set the pace by investing in our networks, platforms, products and people. Are you ready for a high-energy career that feeds your enthusiasm? Join us now
.
Job Posting
Jan 27, 2011
Job
Technical Support
Primary Location
CA-ON-Toronto
Schedule
Full-time
Employee Status
Regular
Travel
No
Target Start Date
Feb 21, 2011
Rogers - 2 years ago
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