Manager Connected Home

Rogers Communications, Inc.; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A telecommunications company is looking for a Field Operations Connected Home Manager in Toronto to lead a technical team of 15-20 employees. This role focuses on delivering reliable services, enhancing operational efficiency, and fostering employee engagement. Candidates should have strong leadership skills, experience in managing technical teams, and a commitment to customer satisfaction. The position offers great benefits, including competitive salary and health plans.

Benefits

Competitive salary and annual bonus

Flexible health and dental benefits

Pension plan and stock matching

Growth and development opportunities

Wellness programs

Qualifications

• Proven experience in leading and mentoring technical teams.
• Hands-on experience in field operations or working closely with technical field teams.
• Demonstrated ability to develop and execute business plans.

Responsibilities

• Provide guidance and leadership to ensure excellence in field operations.
• Drive operational excellence through process improvements and corrective actions.
• Respond to customer escalations with urgency and commitment.

Skills

Leadership

Coaching

Financial acumen

Interpersonal skills

Organizational skills

Adaptability to new technologies

Business process improvement

Team performance enhancement

Education

Professional certification in a technical field

Tools

MS Word

PowerPoint

Excel

Job description

Overview

At Rogers, we put our customers first in everything we do. Our Field Operations team provides top-notch service, connecting communities across Canada. We are seeking individuals who are passionate about technology, thrive in dynamic environments, and are ready to make a meaningful impact in the telecommunications industry. In this role, the Field Operations Connected Home Manager for GTA will lead an in-house team of approximately 15–20 employees to ensure the delivery of reliable and available services.

What You’ll Do

• Provide clear guidance and leadership to team members to ensure excellence in field operations.
• Lead and develop a high-performing technical workforce through proactive performance management and coaching.
• Conduct regular field and office meetings with technicians to review performance metrics and ensure task compliance.
• Stay current with emerging technologies and ensure team alignment with innovation initiatives.
• Foster employee engagement and collaboration across regions, business units, and third-party vendors.
• Accurately forecast resource needs and ensure field activities meet established Service Level Agreements (SLAs).
• Drive operational excellence by initiating process improvements, conducting root cause analyses, and implementing corrective actions.
• Develop and execute action plans to achieve departmental goals and objectives.
• Respond promptly to customer escalations with a strong sense of urgency and commitment to resolution.
• Monitor departmental expenses to maintain budget discipline while ensuring operational efficiency.
• Ensure compliance with all Health and Safety regulations and company policies.
• Present the benefits of strategic plans to relevant stakeholders to support informed decision-making.

What You Bring

• Proven experience in leading and mentoring technical teams.
• Professional certification in a technical field (e.g., SCTE) is an asset.
• Hands-on experience in field operations or working closely with technical field teams.
• Strong financial acumen with experience managing departmental costs, including inventory and stock orders.
• Demonstrated ability to develop and execute business plans with detailed cost-benefit analysis.
• Experience in analyzing and improving business processes.
• Excellent interpersonal, organizational, and communication skills.
• Ability to embrace and adapt to new technologies.
• Track record of enhancing employee engagement and team performance.
• Proficiency in MS Word, PowerPoint, and Excel for effective documentation and presentations.
• Coaching mindset focused on empowering individuals and teams through self-discovery.
• Growth mindset with a commitment to continuous improvement.
• Ability to manage multiple priorities independently in a fast-paced, customer-focused environment.

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. Benefits and perks include:

• Competitive salary and annual bonus
• Competitive and flexible health and dental benefits, pension plan, RRSP, TFSA, and stock matching programs
• Discounts on Rogers Services and other items, paid time off for volunteering, and company matching contributions to charities
• Growth and development opportunities, including internal career development programs
• Wellness programs and resources
• Commitment to environmental protection and strong diversity and inclusion with employee resource groups

Note: A pre-employment background check will be conducted. Depending on the role, a credit check and drivers abstract may be required. In some provinces, a valid security worker license may be required to perform duties; provide proof of license if applicable.

Schedule: Full time. Shift: Day. Length of Contract: Regular Position. Work Location: 10 Dyas Road (234), North York, ON. Travel: Up to 25%. Background checks may be required. Posting Category/Function: Field Operations & Inspection. Requisition ID: 314795.

To support career growth, collaboration, and high-performing teams, all corporate employees are expected to work onsite a minimum of four days per week starting October 6, 2025, increasing to five days per week on February 2, 2026.

Location: Toronto, ON, CA North York, ON, CA. Job Segment: Network, Telecom, Telecommunications, Inspector, Equity, Technology, Finance, Quality