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.
  We are looking for an experienced and customer focused project manager to join our team in customer operations and help to define and execute on our virtual assistant roadmap and strategy. 

Our team oversees the virtual assistant customer support strategy with a focus on voice personalization and supporting customer requests end to end. We aim to deliver a seamless and personalized customer experience through the implementation of AI/ML powered and other digital solutions.

 On this team, you will have the opportunity to work on large-scale multi-faceted projects involving various stakeholders throughout the company. Starting from ideation and business casing, all the way to development and delivery, you will own your projects throughout the entire life cycle.

 Never a dull moment, being able to pivot quickly will be an asset, as you will need to leverage your critical thinking skills to digest new information quickly and make strategic decisions.

 Key Responsibilities:
Project & Stakeholder Management:

• Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.)
• Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, as well as meet all project requirements and deliverables
• Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions
• Lead and / or partner with IT PM to create mapping and targeted customer experience
• Identification of new opportunities and related solutions to deliver benefits above committed project deliverables

Communication & Change Management:

• Provide regular updates on project status, including risks analysis and risk management plan to senior management
• Provide updates to director and executive level audiences on project status for ad-hoc strategic initiatives and overall roadmap progress

Insights & Analytics:

• Take an analytical approach to identify new opportunities, evaluate projects call center impacts, build business requirements, and involve many operational teams such as, communication teams, planning teams and other key stakeholders
• Perform data collection plans and analysis. Use advanced analytics to develop business cases to prove out project benefit

Experience/Core Competencies:

• Experience designing and leading large scale projects of varying levels of complexity and scope, preferably within the Telecom or Technology space
• Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables
• Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts
• Ability to work in a fast paced environment and manage multiple projects through effective prioritization
• Strong problem solving skills and demonstrated ability to be highly creative in formulating solutions
• Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills
• Ability to build creative and compelling storyboards through the use of PowerPoint and other presentation formats to communicate complex solutions to an executive audience is an asset
• Advanced Excel / SAS knowledge is an asset
• Bachelors Degree in Business, Engineering, or Computer Science is an asset
• Project Management Designation/Certification is an asset
• MS suite including MS Project and Visio expertise is an asset
• Telecom industry knowledge (Consumer, small business, Medium and Enterprise) is an asset