Dir, Sales Ops & Service Exp

Rogers Communications; Vancouver; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A major telecommunications company is seeking a Director of Operations in Vancouver. This role involves leading sales support efforts and strategic planning, while driving network expansion across Western Canada. The ideal candidate will have over 10 years in operations or sales support, preferably in telecom, and provide strong leadership and strategic insights. The position emphasizes exceptional communication skills and the ability to influence across teams. A dynamic and impactful opportunity awaits, with benefits including growth development and wellness programs.

Benefits

Discounts on Rogers Services

Growth Development Programs

Wellness Programs including Fitness Membership

Qualifications

• 10+ years in operations, sales support, or market expansion; telecom experience preferred.
• Proven ability to lead cross-functional teams and influence without direct authority.
• Expertise in strategic planning, project management, and change leadership.
• Exceptional communication, analytical, and relationship-building skills.

Responsibilities

• Develop and execute operational plans and multi-year vision for sales.
• Lead Sales Support teams to deliver best-in-class processes.
• Drive field engagement to identify pre-sell opportunities in priority markets.
• Ensure sales coverage models align with geographic growth strategies.

Skills

Leadership

Strategic Planning

Sales Support

Communication

Analytical Skills

Education

10+ years in operations or market expansion, telecom experience preferred

Job description

At Rogers, we put our customers first in everything we do! Our Field Operations team provides top‑notch service, connecting communities across Canada. We're seeking individuals who are passionate about technology, thrive in dynamic environments, and are ready to make a meaningful impact in the telecommunications industry. If you're ready to take on an exciting challenge and be part of a team that values innovation and excellence, consider the following opportunity.

Who you are

The Director, Operations (Sales Support & Service Expansion) is a strategic, cross‑functional leader responsible for driving operational excellence across direct sales channels while accelerating market growth through network expansion in Western Canada. This role champions an exceptional customer experience, leads critical sales support functions, and prioritizes wireline network investments aligned with national and regional strategies. Partnering closely with Product, Sales, Marketing and regional teams, the Director ensures readiness, coverage and full capitalization of network builds—maximizing revenue, market share and long‑term growth.

What you’ll do

Strategy & Planning

• Develop and execute operational plans and multi‑year vision, ensuring alignment across channels and regions.
• Lead strategic planning sessions with senior leadership; prepare analysis for sales plans, annual goals and network investment priorities.
• Identify growth opportunities and recommend actions to enhance channel productivity and market penetration.
• Assess prospects using customer insights and competitive intelligence to inform strategic decisions.

Sales Support Leadership & Operational Excellence

• Lead Sales Support teams (PMO, operations support, lead management, onboarding) to deliver best‑in‑class processes.
• Own and optimise the direct sales onboarding experience, improving cycle time, quality and readiness.
• Establish governance, tools and playbooks to ensure successful execution of projects and initiatives.
• Manage annual planning cycles, linking operational plans to budgeting and quality objectives.

Network Expansion & Market Growth

• Drive field engagement to identify pre‑sell opportunities and accelerate penetration in priority markets.
• Collaborate cross‑functionally to prioritise network investments aligned with product and service roadmaps.
• Partner with Sales and Marketing to develop and execute tactical plans that strengthen network value propositions.
• Ensure sales coverage models align with geographic growth strategies and regional nuances.

What you bring

• 10+ years in operations, sales support or market expansion; telecom experience preferred.
• Proven ability to lead cross‑functional teams and influence without direct authority.
• Expertise in strategic planning, project management and change leadership.
• Exceptional communication, analytical and relationship‑building skills.

What's in it for you?

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts and perks, including:

Discounts

• Enjoy up to 50 % off Rogers Services and Blue Jays Tickets, 25 % off TSC items, and a 20 % discount on all wireless accessories sold in Rogers stores.
• Company matching contributions to charities you support.

Growth & Development Opportunities

• Self‑driven career development programs (e.g. MyPath program).

Rogers First

• Priority in applying to internal roles of interest.

Wellness Programs

• Homewood employee & family assistance program.
• Cognitive Behavioural Therapy (CBT) & virtual therapy sessions.
• Low or no‑cost fitness membership with access to virtual classes.

Our commitment to the environment and diversity

• Work for an organization committed to environmental protection.
• Strong commitment to diversity and inclusion with employee resource groups supporting equity‑deserving groups including People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women.

To protect our people, brand and assets, a pre‑employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

In certain provinces (e.g. British Columbia) you are required to obtain and maintain a valid security worker licence to perform your position’s duties. If applicable, you must obtain the required licence and provide proof of satisfactory to the Company that you have obtained it on or before your start date.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: Rogers Tower 1067 West Cordova Street (7854), Vancouver, BC
Travel Requirements: Up to 25%
Background Check(s) Required: Criminal Record and Credit Check
Posting Category/Function: Sales & Account Support
Requisition ID: 331357

To support career growth, collaboration, and high‑performing teams, all Corporate Employees are expected to work onsite a minimum of four (4) days per week starting October 6, 2025, increasing to five (5) days per week effective February 2, 2026. We believe that in‑person connection strengthens our culture and drives industry‑leading performance.

At Rogers, we believe the key to a strong business is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Customer Experience