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Senior Manager - Service Improvement

Contract Type: 

Date: Jun 2, 2017

Location: Toronto, ON, CA, M4Y 2Y5
Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal –serve our customers better.
EBU Operations is a high energy and passionate team that works collaboratively to provide a world class experience to our customers. Our singular goal is to make our customers successful.

Are you ready to ensure your customers succeed?

Our business is diverse and our passion for customer experience is at the forefront of everything we do, so if you take initiative, welcome change, and thrive in a fast-paced, vibrant environment, you’ll find success here.

Every day, we strive to build a brilliant future for Canadians. We work as one team, with one goal – serve our customers better.

We do this through our commitment to living the Rogers values and enabling the success of our partner teams.

Join our growing EBU Operations team and help build and shape our culture that will help strengthen our customer experience.

Rogers Enterprise Business Unit (EBU) is seeking a Senior Manager, Service Improvement to lead our NPS (Net Promoter Score) improvement initiatives. NPS is how we measure Customer Satisfaction and this role plays an integral role in transforming our Customer Experience.

Working closely with Leadership at all levels and with partners from various cross-functional teams, the Senior Manager will directly influence, support and measure NPS-related planning, projects & performance. Leading a small direct team, this role will have influence over the larger organization and is accountable for the overall success of our NPS (Net Promoter Score) improvement programs.


    Be the EBU expert on NPS – what it means, how it’s measured, how we are performing & what we need to do to be better
    Partner with the customer experience team on strategy and insights
    Lead a cross-functional team of Sr. Managers and Directors as together you implement initiatives designed to improve NPS
    Identify opportunities for improvement
    Create and present dynamic and engaging presentations to all levels of the organization
    Create and distribute meaningful and clear reports on NPS activities
    Ensure all employees understand NPS and their personal role in influencing it
    Advocate for customers – ensure their voice is heard throughout the organization


    10+ years of progressive growth in customer-experience focused roles
    10+ years of experience in a service industry (telecommunications an asset)
    Demonstrated experience leading change
    Proven analytical expertise
    Proficient with Microsoft Office applications with a high degree of skill in PowerPoint and Word
    Ability to present face to face to audiences of various sizes and seniority

Required Skills & Abilities:

    Love serving your customers
    Dedicated, enthusiastic and driven team player and collaborator possessing a strong work ethic
    Customer-oriented with demonstrated ability to coach, motivate, influence and implement the development of a superior customer experience
    Highly energetic individual with a positive attitude
    Self-motivated, Goal-oriented and Pro-Active self-starter capable to work in a team environment as well as independently with minimal supervision
    Capable of researching and understanding complex information
    Ability and desire to stay informed of best-in-class customer experience strategies
    Solid planning, organizational, and time management skills with the ability to multi-task in an environment with rapidly changing responsibilities and requirements
    Excellent verbal, interpersonal and written communication skills with all levels of the organization and various audiences
    Exhibit effective and dynamic facilitation and presentation skills

Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 100903
As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.
At Rogers, we recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:

    Simplify and innovate
    Take ownership of the what and the how
    Equip people to succeed
    Execute with discipline and pride
    Talk straight, build trust, and over deliver
Why Rogers? Because we believe the best is yet to come.
We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities 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 can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.
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