Automation Enablement Manager

1 week ago

Oshawa, Ontario, Canada Rogers Communications Full time
At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes.

From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed.

We offer Canada's largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

Come play a key role in driving the future of business innovation in Canada.

We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

Are you up for the challenge? If so, consider the following opportunity:

We are looking to drive significant growth within Data Centre Cloud (DCC) and Internet of Things (IoT) portfolio as part of the Rogers for Business team.

To help accomplish this, we are rapidly evolving our Advanced Services in DCC and IoT portfolio to introduce new products and services enabled through current and next generation IoT networks.


Advanced Services runs on a pool of knowledge that drives processes, operations and strategies that contribute to our success, and the
Automation Enablement Manager will leverage this to understanding the obstacles and inefficiencies that our team faces in delivering solutions and services to our customers.


The
Automation Enablement Manager will understand the issues our customers face in doing business with Rogers and partner with IT and project management teams to deliver requirements and solutions that will allow teams to drive and accelerate revenue growth.

As a critical role in Advanced Services, they are required to work alongside stakeholders, internal and external to drive transformational change and overcome problems that can impede growth.


What you will be doing:

  • Leading and coordinating process optimization and automation improvements.
  • Analyze existing workflows for efficiency gaps and assist in design to transform those workflows.
  • Lead development of and updates to our process documentation, work instruction to support execution/deployment.
  • Partner with IT and other internal stakeholders to incorporate automation activities in all areas of advanced services.
  • Lead and coordinate quality and efficiency projects with the assistance of the PMO.
  • Through collaboration with primary and secondary stakeholders, conduct crossfunctional full life cycle process evaluations to discover areas for improvement.
  • Review end to end processes from Quote to Cash identifying areas of friction, opportunities/risk, implementing technology to remove barriers through automation and reducing manual processing.
  • Take a holistic approach through discovery sessions to determine ways of improving service delivery timelines and generate billable revenue faster.
  • Lead activities at a holistic level to remove silos and identify areas of improvement to enhance the customer experience.
  • Assist the customer facing operations team to reduce customer wait times by analyzing response/resolution times to identify process or behavioural changes.
  • Increase customer selfservice capabilities for RDC and IOT advanced services.
  • Engage team leaders to detail their requirements and capture ideas and feedback, including front line employees feedback from customers into a centralised idea filtration system.
  • Collaboration with Voice of the Customer team to implement changes customers want/need.

What you will bring:

  • 5+ years experience in a similar role within an Operations framework that resulted in transformation through collaboration.
  • A peopleoriented individual with leadership qualities to influence teams and implement change effectively. Ability to motivate slow adopters or those struggling with change.
  • The ability to build and develop trusted relationships and the vision and motivation to effectively convey transformational activities to all levels of management in Advanced Services.
  • A strategic mindset, creating transformation initiatives that support the overall direction of the business.
  • Selfmotivated, with strong organizational and interpersonal skills including the ability tackle critical situations.
  • Is authentic, genuine, real and transparent individual who understands the importance of implementing change by winning hearts and minds.
  • Ability to lead cross functional teams and contribute to the business by leveraging communication skills to create synergies and promote collaboration.
  • Excellent verbal and written communication skills. Bilingualism is considered an asset.
  • Knowledge management or Change Management certified. ITIL V4.0 also preferred.
  • A post secondary education, bachelor's degree in computer scie

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