Project Manager, Strategy, Design and Delivery, Future Opportunities

Date: Jun 30, 2019

Location: Don Mills, ON, CA

Company: Bell

Req Id: 232954 


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, 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.


The Bell Customer Operations Project Design and Delivery team develops strategies for how to improve customer experience & productivity, designs solutions in partnership with Operations, Marketing and IT, and delivers solutions by managing capital projects.  The team is accountable for, MyBell App, Agent tools, New Product Introductions, Technical support roadmap, Billing, Capital strategy, Customer Satisfaction measurement and other aspects of the customer experience.


If you are analytical, strong at communications, a problem solver and team player who likes working with other people to get things done, we have room for you to grow within our team.


Reporting directly to the Senior Manager, Program Design and Delivery, the Project Manager is accountable for the successful design, planning and implementation of call center projects that help Bell deliver a best in class customer/agent experience and to support sponsors achieving project benefits (Revenues, Churn reduction etc.). The candidate will be responsible for implementing new processes and system enhancements across all call centers by identifying opportunities and influencing key stakeholders to improve the agent experience. The candidate will also act as the liaison between customer operations and IT and be expected to limit the impacts to the agent experience throughout the project life cycle. 


The Project Manager must be a highly motivated and professional individual with a passion for improving the overall agent experience and delivering initiatives to drive specific results. If you are passionate about planning and delivering change management projects on a small or medium scale, this is a great opportunity to contribute to Bell’s strategic imperatives.


Key Responsibilities:

  • Create and / or partner with operations to analyze and define new processes/technological enhancements to provide best in class application support and agent productivity.
  • Identify opportunity and business benefits; develop business cases and financial forecasts.
  • Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
  • Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.).
  • 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.
  • Provide regular updates on project status, including risks and risk management approach to senior management.


Experience / Core Competencies:

  • Innate ability to seek out and solve problems, transform data into actionable items
  • Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts.
  • Strong sense of urgency and ability to prioritize tasks
  • Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables.
  • Strong analytical skills with the ability to leverage many data sources to produce a thorough and complete view of a problem or process
  • Ability to work in a fast paced environment and manage multiple projects through effective prioritization.
  • Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills.
  • Bachelors Degree in Business, Engineering, Computer Science, or Marketing is an asset
  • Data analysis (using SAS/SQL) expertise is an asset


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: Canada : Ontario : Don Mills || Canada : Ontario : Toronto || Canada : Quebec : Montreal 
Application Deadline: 08/31/2019 


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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at


Created: CanadaON, Don Mills

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