Project Manager, Design and Delivery, Hybrid Work Place

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.

As part of the Strategy, Design & Delivery team, the successful candidate will report to the Senior Manager, Program Design & Delivery and lead multiple Projects & Analysis. Our team focuses on a ‘win the household’ strategy and works with cross-functional teams to improve the customer experience while advancing areas of strategic focus.

This role entails leading the expansion of X-Sell, X-Save & X-Serve programs. As well as soliciting and implementing feedback from operational groups to ensure agents are equipped with the right tools, knowledge, soft-skill, and offers to support our customers. The successful candidate will own end-to-end problem definition analysis, solution design, implementation and monitoring, involving extensive collaboration with other teams

Key Accountabilities:
Lead delivery of key initiatives improving Sales and Customer Service experience across Customer Operations.

Collaborate with partners (IT, Operations, Marketing, etc.) across the organization to deliver on Household Sales & Service strategy.

Effectively engage, lead and influence cross-functional teams to deliver the highest level of quality on all projects within committed scope, budget, schedule and quality.

Partner with Sr. Manager & Director team to develop strategic executive presentations to provide insights and updates where required.

Use analytic skills to identify new opportunities for selling, customer service and process improvements.

Conduct program deep dives and regularly present findings and recommendations.

Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, Scheduling, Budget, Action Registers, etc.)

Critical Qualifications:
Experience in project design & delivery with strong track record of achieving expected benefits

Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)

Highly organized, detail-oriented and the ability to manage multiple projects simultaneously

Action oriented and demonstrated ability to deliver results

Ability to work with change/ambiguity, in a competitive environment where priorities change frequently

Strong leadership and influencing skills

Strong analytical skills and ability to develop an approach to solve problems is a must (experience with SAS, Teradata, and/or SQL is an advantage)

Previous experience in telecommunication, retail stores, call center and business analysis is an asset

Project Management designation/certification is an asset

#talent

#EmployeeReferralProgram

Additional Information:
Position Type: Management

Job Status: Regular – Full Time

Job Location: Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : British Columbia : Vancouver || Canada : Newfoundland : St. John’s || Canada : Nova Scotia : Halifax || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Quebec : Montreal

Flexible work profile: Mobile

Application Deadline: 07/11/2022

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 protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].

Created: Canada, ON, Toronto

Bell, one of Canada’s Top 100 Employers.