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Summary

We are seeking a Senior Technical Product Manager ( ServiceNow) Customer Service Management to lead the product strategy, roadmap, and delivery of key digital transformation initiatives on the Customer & Channel Experience (CCX) team.

Key Responsibilities

ServiceNow CSM and Knowledge Management Product Strategy: Drive the strategic vision for our use of ServiceNow Customer Service Management and Knowledge Management solutions to enable seamless, personalized, customer experiences.
Solution Design and Product Innovation: Lead the design, development, and implementation of ServiceNow CSM solutions, ensuring alignment with business requirements and platform best practices.Stay abreast of emerging trends and new platform capabilities to drive continuous innovation.
Product Lifecycle Management: Lead product journeys through concept, launch, development, iteration, and optimization
Product Development Oversight: Drive product development activities, collaborate with technical teams, and be the “control tower” that identifies and mitigates risks and roadblocks
Channel Strategy: Lead the design and development of omni-channel strategies to drive effective reach, distribution, personalization, and value optimization.

Leadership behaviours:

Identifies and pursues new opportunities when they arise, grasping the major benefits to the organization.
Looks at complex issues from multiple angles; gains a sound understanding of the topic.
Conveys information clearly, concisely, and professionally.
Experiments to find the best possible solution and gains insight from test cases.
Readily involves others as appropriate to accomplish individual and group goals.
Continuously improves own leadership capabilities.

What you will bring ?

Customer Focus: You're passionate about delivering exceptional customer experiences.
Growth Mindset: You believe in continuous learning, improvement, and adaptability. You embrace challenges and view setbacks as opportunities for growth
Technology Expertise: Demonstrate a strong understanding of and willingness to learn about digital technologies and platforms, with implementation experience in ServiceNow CSM & Knowledge Management preferred. This includes leveraging these platforms to enhance business processes and improve operational efficiency.
Problem-Solving: You excel at solving complex problems, crafting compelling narratives, and finding efficient automated solutions.
Strong Communication: You possess excellent written and verbal communication skills, with a meticulous attention to detail and ability to drive consensus on proposed solutions.
Analytical Mindset: You thrive on identifying areas for improvement, possess strong analytical skills, and are comfortable working with large datasets.
Teamwork: You're a collaborative team player, able to effectively collaborate with colleagues, senior leadership, and cross-functional teams.
Adaptability: You embrace ambiguity and can confidently present recommendations for next steps.
Organization & Time Management: You're highly organized, adept at prioritizing tasks, managing multiple projects, and meeting deadlines with accuracy.

Critical Qualifications

Bachelors degree in engineering, computer science, or related STEM field is highly preferred
Development experience with Service Now CSM, Knowledge Management and possession of ServiceNow CSM Certified Implementation Specialist certification is highly preferred
5 to 7 years of recent work experience supporting and managing customer/ agent experience projects and design initiatives within a large, customer-first environment
Design Thinking and Agile tools (i.e. Confluence, Jira, Miro) experience is an asset
Telecommunications experience, IT, Technology, Finance, or exposure to a variety of strategic roles
Excellent project management and change management skills
Experience translating concepts into capability, resource, and product/service requirements
Involved in large-scale transformational projects and operations as an analyst/developer/project manager
Valued for executing cutting-edge projects with technology components in a complex, matrixed environment
Experience leading workshops, whiteboard discussions, technology roadmaps, and customer consultations
Bilingualism is an asset (English and French)

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Bell Canada Enterprises

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