The Agent Experience team is a fast-paced and dynamic team within Bell Field Services. The team’s mandate is to work with Bell’s Service Assurance teams to bring the repair experience into a new and digital age, which represents one of the key priorities for the business in the coming years.

Key Responsibilities

• Overall program management of governance, projects and local initiatives
• Ability to deep dive and analyse data to determine success of various initiatives and pinpoint areas requiring further improvement
• Ability to observe trends and patterns to determine realistic targets and goals and work to develop action plans to achieve those goals
• Manage escalations on results and plan for mitigation accordingly
• Preparation & facilitation of internal and executive stakeholder presentations related to data analysis results and activities being pursued within the program
• Ensure the effective alignment, integration and control of the program’s initiatives
• Provide regular updates on project status, progress, issues, assignments and escalations to senior management
• Engage and build strong relationships with stakeholders to incorporate their goals and to ensure alignment to and adoption of solutions
• Facilitate work sessions and focus groups when required
• Leads and collaborates on elaboration of business cases to support program’s initiatives
• Ensure that quality standards are adhered to and that initiatives/projects in the program are completed on time, on scope and on budget
• Strong problem-solving skills and demonstrated ability to be highly creative in formulating solutions

Critical Qualifications

• University degree in a related field or equivalent experience
• 3 years of relevant experience in program management
• Exceptional writing and communication skills in English
• Must be proficient in MS Project, Word, Excel and PowerPoint
• Analytical / problem solving skills with the ability to synthesize information and make fact-based recommendations
• Strong presentation skills (i.e. peers, team members, executives, and clients)
• Strong leadership and interpersonal skills
• Ability to influence and gain stakeholder alignment
• Ability to manage multiple deliverables at the same time
• Strong steering, negotiation and risk management skills
• Project management skills with demonstrated problem solving skills
• Strong aptitude to recognize opportunities for improvement and take appropriate action

Preferred Qualifications

• Business Analyst experience is an asset
• Working background in Field Services