Project Manager, Design

Req Id: 410447

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.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

**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**:

- 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**:

- 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.
- 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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EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**: Management
**Job Status**: Regular Term - Full Time
**Job Location**: Canada : Ontario : Mississauga || Canada : Manitoba : Winnipeg || Canada : Newfoundland : St. John's || Can