Project Manager, Design & Delivery

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.
• Use analytic skills to identify new opportunities for selling, customer service and process improvements.
• Define, deliver, and measure outcomes on large and complex projects in a complex stakeholder environment
• Maximize project team performance by providing a clear direction and defined responsibilities while encouraging open discussion of ideas, issues, and different viewpoints.
• 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.
• 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.)
• Collaborate with partners (IT, Operations, Marketing, etc.) to deliver on Household Sales & Service strategy.

Critical Qualifications

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

Preferred Qualifications

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

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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 || Canada : Ontario : Don Mills || Canada : Quebec : Montreal || Canada : Quebec : Quebec City
Work Arrangement: Hybrid
Application Deadline: 06/30/2023
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada, ON, Mississauga
Bell, one of Canada's Top 100 Employers.
410447