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.
Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
Reporting directly to the Senior Manager, Loyalty and Retention, the ideal candidate is accountable for the successful design, planning and implementation of projects that help Bell deliver a best in class customer experience. Specific to rate and price actions, this individual will be responsible for managing the end-to-end cross functional delivery within the operations organization as well as identifying and influencing opportunities to improve the customer experience, costs, and revenue.
This is an excellent opportunity for a person with strong project management, analytical and marketing, experience looking to work in a dynamic, challenging and fast-paced environment.
Job Duties/ Accountabilities:

• Lead, plan, organize and implement the delivery of price action projects within the operations organization including forecasting, change management, system updates and communications
• Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.)
• Coordinate and prioritize project deliverables and partner with various departments and stakeholders
• Forecast and evaluate call center impacts and build assessments involving communication to planning teams and key stakeholders, data collection and analysis
• Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions
• Lead and influence cross-functional teams, deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables
• Analyze data and trending to proactively provide insight for opportunities and related solutions
• Provide regular updates on project status including risks and risk management approach to stakeholders, senior management and executives
• Identify new opportunities, challenges and solutions to deliver benefits above committed project deliverables
• Additional duties as required

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Critical Qualifications/ Competencies:

• Experience designing and leading large scale projects of varying levels of complexity and scope
• Demonstrated ability to effectively lead project teams achieving established project deliverables
• Ability to interpret Call Center results and data to generate insights and concepts to improve the overall Customer Experience and deliver initiatives to drive specific results
• Strong financial and business acumen with ability to support the development of business cases and financial forecasts
• Exceptional analytical and organizational skills with the ability to work in a fast paced environment
• Strong problem solving skills and demonstrated ability to be highly creative in formulating solutions
• Professional and confident communication, written and presentation skills with the ability to influence project teams and comfortably present to executive sponsors
• Bachelor's Degree in Business or Marketing
• High level of proficiency with Microsoft Office tools (Excel, Word, Powerpoint and MS Project)
• Project Management Designation/Certification is an asset
• Knowledge of BCE Billing and Ordering systems is an asset
• Experience in SAS or SQL is an asset
• English language proficiency is a must

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Mississauga || Canada : New Brunswick : Saint John || Canada : Nova Scotia : Halifax || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 09/30/2021
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.