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Test Manager-Operational Readiness-139441

Toronto, ON
Operational Readiness / Employee Trial Lead

NOTE: Remote until further notice
Chance of extension: Maybe, depending on the amount of work that needs to be completed
Reason for opening:The team runs employee trials; Lots of trials on the connected home during this time

The Employee Trial Test Lead of the Operational Readiness Testing team will be based out of the 333 Bloor Street, Toronto office. The Employee Trial Test Lead will be responsible for planning, executing and managing employee trials to validate end-to-end customer journeys and their touch-points along the way in preparation to assess market launch readiness for exciting new products and services within the Connected Home (Cable) and/or Wireless portfolios. The successful candidate will work closely with cross-functional departments to concisely scope out the trial objectives, coordinate with operational teams to support the trial, identify and rectify issues during the execution of the trial, and analyze and compile both operational and experiential findings to provide a recommendation on market launch readiness.

- Drive the organization’s operational readiness for new product launches by validating business processes, tools, training and internal communications across all channels
- Develop employee trial test plan (scope, schedule, risks, assumptions, dependencies) to communicate overall trial plan with cross-functional stakeholders
- Lead new and ongoing initiatives to deliver the employee trial phase for key, strategic initiatives
- Strive to uncover/address customer experience and operational readiness issues
- Highlight customer/business/operational impacts identified during employee trial to drive both resolution and gap closures
- Provide daily status updates to project team on employee trial progress and findings of all identified issues
- Develop and administer applicable surveys to solicit feedback from trial participants
- Compile, analyze and present survey findings to identify pain-points and areas for improvement
- Prepare an executive summary report based on survey findings and employee trial learnings to put forward a Go/No-Go Launch Readiness recommendation
- Recommend actions and programs to improve processes based on findings and communicate the results and recommendations

- 5+ years of Project management experience
- Technical aptitude to understand any potential technical issues
- Able to understand processes, and how it works within operations
- Proficient in MS Suite (Word, Excel, Power Point, Teams, Forms)
- Good command in both written and verbal English communciation to develop surveys to solicit feedback in; Able to summarize findings in a clear and concise manner to update executives on findings
- Ability to travel to other Rogers office locations (up to 10%), when offices open up

- Understands Rogers systems and operations
- PMP preferred
- Telecom experience
- Technical Skill Set preferred or any certifications demonstrating the same an asset
- Knowledge in Technical Support, Customer Care and Field Operations processes considered an asset
- Experience using Maestro / Vision21 / SGI / ICM an asset
- Knowledge of Fixed Wireless Internet (4G/LTE, 5G) an asset
- Knowledge of Connected Home (Comcast Syndicated Cable products) an asset
- Undergraduate degree

- Excellent communication skills both written and verbal
- Exceptional Business writing skills are required
- Ability to present to large audience and cross functional teams
- Demonstrate strong analytical and problem solving / troubleshooting skills
- Solid organizational and planning skills with strong attention to details
- Ability to be flexible and adaptable to a changing environment and consistently provide results
- Excellent interpersonal and relationship-building skills.

-Everything they do is in the production environment (that customers see, vs. a testing environment)
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