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Shaw Communications
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Manager, Digital Service & Support Experience

Department name: Digital
Business unit: Consumer
Position ID: J0721-0585

A little about us

What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.

At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.

Come dream bigger and brighter with Shaw.

The role

The Shaw Digital team located in Calgary, Alberta is currently seeking a Manager, Digital Service & Support Experience to join their team. The Digital team drives and creates exceptional digital experiences for Shaw customers.

Reporting to the Director, Digital Customer Experience, the Manager, Digital Service & Support Experience will achieve business results by executing against business goals to maximize return on investment and deliver the best online account management, self-serve support & messaging experiences to customers. Helps establish and communicates service & support strategies for the team and consistently helps team members retain focus on their objectives and priorities. Establishes strong relationships across the organization to support the achievement of business goals. Understands and can communicate effectively with technical, analytics, and creative resources, as well as business stakeholders.

A typical day

• Help develop and execute a digital strategy to delight customers, drive customer engagement and self-serve interactions while delivering business value.
• Lead online product vision for the service & support portfolio including multiple lines of business with a focus on digital customer experience.
• Partner with relevant stakeholders to drive customer awareness, penetration and engagement in self-serve channels.
• Work closely with Digital Creative team to ensure effective and consistent collaboration on the design of new experiences for Shaw customers.
• Partner with the Digital Platforms teams to translate vision into best-in-class digital solutions to improve customer experience and drive business results.
• Support business readiness activities and maintain close relationship with Customer Care, Base Management and Marketing teams, representing the digital consumer’s best interests in the process.
• Responsible for the digital service & support strategy, customer journeys, and roadmaps.
• Ensure a healthy level of consistency and support for the team in terms of direction and prioritization by ensuring projects are prioritized according to the overall strategy, product roadmap and capacity.
• Partner with third-party vendors to identify and apply solutions as needed for site and customer experience improvement.
• Evangelize and practice the test and learn philosophy to identify and evaluate opportunities that will inform the roadmap quickly and efficiently.
• Collaborate with stakeholders and partners on customer experiences that support data-driven design.
• Take a strategic view of the digital service and support landscape, keeping current with industry best practices and trends.
• Lead, motivate and develop the Digital Service & Support team providing strategic vision, coaching and guidance in day-to-day business.
• Working with the analytics team and self-serve data reports, continuously assess self-serve metrics to draw insights to improve experience, maximize cost savings via operational efficiencies and drive value for customers and our business.

Your skills/experience

• Degree / diploma in business administration or computer science or other related combination of education and experience.
• Minimum 8 years of experience in Self-Serve, eCommerce, or Digital.
• Minimum 8 years of experience leading high-performing teams.
• Proven change management experience.
• Proven success in building and leading teams, collaborating cross-functionally, and managing diverse thinking.
• Ability to drive and execute multiple concurrent projects to success.
• Competent in creating presentation materials to educate and communicate with external parties & internal Senior Leadership audiences.
• Exceptional problem-solving and decision-making abilities.
• Strong analytic skills with the experience to translate into focused business opportunities.
• Proven experience working with Self-Serve or eCommerce, customer journey mapping, blueprinting, analytics, site optimization and CMS platforms.
• Proven experience building product strategy for customer experience channels.
• Familiarity with industry standards such as responsive websites, search engine optimization and web compliance guidelines.

Other details

  • This position requires the successful completion of a criminal (and credit) background check
  • Hires starting prior to November 15th will be required to provide proof of full vaccination with a federally approved COVID-19 vaccine (or subject to regular testing) prior to entering any Shaw workplace or interacting with a customer.
  • Hires starting on or after November 15th will be required as a condition of employment to provide proof of full vaccination with a federally approved COVID-19 vaccine (or proof of a valid exemption).

Posting closing date: December 20, 2021

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company’s culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.