Project Manager, Design & Delivery

Summary

As part of the Strategy, Design & Delivery team, you will report to the Senior Manager, Program Design & Delivery and lead multiple innovative strategic projects transforming the customer and sales/service agent experience. Our team focuses on a ‘win the household’ strategy and works with cross-functional teams to improve the customer experience via change management to support Call placement, Contact strategy and Operations support.
You will lead the continued improvement & optimization of our customer operations teams with focus on digital enhancement of our customer service ecosystem. You will own the financial benefit and end-to-end problem definition analysis, end-to-end solution design, implementation and monitoring, involving extensive collaboration with other teams.

Key Responsibilities

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  Lead delivery of key initiatives improving Sales and Customer Service experience across Customer Operations.
• Collaborate with partners (IT, Operations, Marketing, etc.) 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 while minimizing obstacles and risks.
• 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.)
• Maximize project team performance by providing a clear direction and defined responsibilities while encouraging open discussion of ideas, issues, and different viewpoints.
• Define, deliver, and measure outcomes on large and complex projects in a complex stakeholder environment

Critical Qualifications

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  Customer-centric mindset, strong analytical, business & financial acumen.
• Adept at problem-solving using analytics for strategic recommendations.
• Tenacious, self-starter. Skilled at stakeholder engagement, problem-solving, and motivating virtual teams.
• Research and analysis skills (qualitative/quantitative). Analyzes problems from macro and micro perspectives with keen detail and understanding.
• Compelling storyteller, who distills complex problems into concise summaries, delivers executive-level presentations.
• Connect with experts/colleagues, seek customer voice, and propose better solutions.
• Thrives in fast-paced environments; proactively identifies opportunities, challenges, addresses roadblocks.
• Proven record leveraging cross-functional resources to lead initiatives or develop technical solutions.
• Business diploma/certification or equivalent experience

Preferred Qualifications

• 
  Telecommunications, IT, Technology, Finance, or similar experience
• Customer operations and digital experience is an asset
• Excellent project management and change management skills
• Proven record delivering measurable outcomes on complex projects in a stakeholder-rich environment.
• Experience translating concepts into capability, resource, and product/service requirements.
• Involved in large-scale transformational projects and operations as an analyst/developer/project manager.
• Valued for executing cutting-edge projects with technology components in a complex, matrixed environment.
• Experience leading workshops, whiteboard discussions, technology roadmaps, and customer consultations.
• Fully versed in all office applications (Outlook, Word, Excel, PowerPoint)
• Knowledge in Agile tools (i.e. Confluence, Jira, Miro)
• PMP, PRINCE2 or Agile certification is an asset
• Familiarity with internal Bell platforms and stakeholders
• Bilingualism is an asset (English and French)
• MBA considered a strong asset

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