Senior Manager

2 months ago

Ottawa, Ontario, Canada Telesat Full time
Senior Manager - Business Operations

Telesat is seeking a Senior Manager - Business Operations to lead the development and implementation of business processes and systems that drive operational efficiency and customer satisfaction.

Main Responsibilities:
  • Customer Journeys and Process Definition:
    • Define and enhance customer journeys across satellite telecom services to ensure a seamless and intuitive user experience.
    • Streamline operational processes to optimize service delivery and responsiveness to customer demands.
  • Business Requirements Management:
    • Collaborate closely with business stakeholders to understand and document requirements specific to satellite telecom operations.
    • Translate business needs into comprehensive business requirements, ensuring alignment with strategic objectives and operational efficiency goals.
  • User Acceptance Testing & Change Management:
    • Work with IT to test implemented solutions to ensure the solution meets the true needs of the business.
    • Lead change management effort to onboard and train business users to use the tools.
  • Workflow Improvement and Simplification:
    • Identify opportunities to streamline workflows and processes, focusing on operational excellence and cost-effectiveness.
    • Implement improvements and monitor their impact on business operations and customer satisfaction metrics.
  • Team Leadership and Stakeholder Coordination:
    • Lead a team of business analysts and operations specialists, providing mentorship and guidance to drive high performance and cross-functional collaboration.
    • Coordinate effectively with IT teams, product management, customer service, and other stakeholders to prioritize and deliver on business objectives.
Requirements:
  • At least 10 years relevant experience in program/project management, business requirements management, process definition, change management.
  • Experience in Telco business support systems (BSS): CRM, CPQ, product catalog, quoting, order mgmt., revenue mgmt., billing, customer service delivery/assurance.
  • Strong organizational and leadership skills, with ability to prioritize high-impact activities and decisions.
  • Excellent communication and interpersonal skills, with ability to negotiate with business stakeholders and vendors.
Working Conditions:
  • Ability to work in Canada.
  • Occasional travel to Telesat offices.

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