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. 

The self-serve team leverages new and growing technologies to help serve our customers in a faster, more cost effective manor. From launching state of the art MyBell/ Lucky apps, to integrations of chat-bots into our growing chat-base, our goal is to deliver excellence in customer experience and agent tools; leveraging technological advancements to drive success.

Reporting directly to the Senior Product Manager, E-Chat Evolution, the Program Manager is accountable for the successful implementation of large programs that help Bell to deliver a best in class Customer experience Online and through our Customer support teams.

The successful candidate will be responsible for managing and growing the virtual assistant roadmap for Bell, Virgin and Lucky. Responsible for business casing and project managing the Chat Bot opportunities, and leverage the growing momentum in AI/ML to further optimize the Chat bot opportunities. 

 The individual must be at ease with analytics and executive stakeholder’s management. On a day to day basis, they will assess our customers’ needs and experiences, manage key stakeholders, influence partners, prioritize based on ROI, follow up trends in the markets in order to be able to deliver programs successfully. The candidate needs to work with all business units including but not limited to IT, BI, Operations, product development and legal teams across the business. Finally, the candidate will work in both agile and waterfall environments and will have to act as PO on some projects.

 Key Responsibilities:

Leadership:

Build and maintain solid relationships with key stakeholders to spread Customer Experience thinking throughout the organization.

Communicate and liaise with senior executive team regarding project status, risks, and issues.

Engage stakeholders to ensure full awareness of projects and to incorporate their perspectives

Identification of new opportunities to enhance the delivery and support of Bell services through creative solutions.

Customer advocate and investigate / test existing channels to measure reliability and deliver continued improvements

 Portfolio Management:

Leverage AI/ML technology and data to build the business rules driving chat-bot experience

Prioritizing and working closely with the dev team to build and iterate on the virtual assistant

Project manage chat evolution opportunities, implementing the project and analyzing the effectiveness of the implementation

Recommend new initiatives with supported business cases to further improve the customer experience with-in the self-serve/ chat ecosystem.

Oversight of the delivery of large scale projects involving:

Assessment of Key Future Indicators (e.g. Churn, Call Volume Reduction, etc) benefits

Creation and management of project plans (i.e. milestones, key deliverables, risks, issues, etc.)

Requirements Definition and Functional Solution Design

Operational Readiness Preparation

Execution of Change Management

Measurement and analysis of project metrics for business case substantiation. 

Qualifications:

Business or Science background (computer science, mathematics, BA, Engineering)

Highly motivated individual with a passion for improving the overall Customer Experience and delivery of the initiatives to drive results.

Strong problem solving skills and have demonstrated the ability to be highly creative in formulating solutions.

Ability to work in a fast-paced /agile environment and managing multiple projects through effective prioritization.

Significant experience managing projects and change management initiatives.

Highly analytic to be able to measure, implement and control process improvements and learn exponentially

Knowledge in In vision , SAS , confluence, Jira,  Microsoft office

Effective communication and presentation skills.

Strong financial acumen with the proven ability to develop business cases and financial forecasts.

Demonstrated strong leadership skills

Education and Preferred Experience:

2-5 of experience working with large scale projects; preferably with a large telecom, banking or technical company

Minimum Bachelors Degree in Business or Engineering

Project Management Education an asset.

Passion for Digital and Mobile a must