Dir, Sales Ops & Service Exp

Rogers Communications, Inc.; Vancouver; On-site; CAD 110,000 - 140,000; Full time

Job summary

A leading telecommunications company is looking for a Director of Operations (Sales Support & Service Expansion) in Vancouver. This role involves driving operational excellence across sales channels and enhancing customer experiences. Candidates must have over 10 years of experience in operations and a strong background in strategic planning and project management. The position offers competitive benefits, including health programs and employee discounts.

Benefits

Health & well-being benefits

Donation matching

Paid time off for volunteering

Pension plan

Employee stock options

Generous employee discounts

Leadership development programs

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.
• Exceptional communication, analytical, and relationship-building skills.

Responsibilities

• Develop and execute operational plans and multi-year vision.
• Lead strategic planning sessions with senior leadership.
• Drive field engagement to identify pre-sell opportunities.
• Manage annual planning cycles linking operational plans to budgeting.

Skills

Strategic planning

Project management

Change leadership

Analytical skills

Communication

Relationship-building

Education

Bachelor's degree or equivalent experience

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 optimize 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 prioritize 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?

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

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 groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

Background and Licensing Requirements

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 driver’s 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 & Location

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.

Location

Vancouver, BC, CA Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

• Health & well-being benefits
• Donation matching
• Paid time off for volunteering
• Wealth Accumulation including: Pension plan & Employee stock options
• Generous employee discounts
• Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

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