Senior Manager, Program Management

Bell; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

35% employee discount

Job summary

Bell is seeking a strategic, execution-focused Program Manager to drive large-scale call centre transformation initiatives. You will define and drive Epics from concept to realization, shaping long-term vision for CCaaS and AI-driven customer solutions.

You will own end-to-end delivery, collaborate with TS partners and stakeholders, manage budgets, and ensure measurable improvements in FCR, CSAT, NPS, and cost savings. Hybrid work arrangement in Canada.

Qualifications

• Bachelor's degree in CS/IT or related field; master’s preferred.
• 8–10 years of progressive program or project management experience.
• Mandatory CCaaS implementation experience.
• Hands-on experience with Google Cloud Contact Center AI (CCAI).
• Experience decommissioning legacy telecom systems and migrating to cloud.
• Strong leadership, communication and stakeholder management skills.

Responsibilities

• Lead CCaaS program delivery from concept to realization.
• Own Epic within an Agile delivery framework with TS partners.
• Plan and execute decommissioning of legacy IVR infrastructure.
• Define AI-powered optimization roadmap for call center transformation.
• Ensure value realization with KPIs like FCR, CSAT and NPS.
• Drive organizational change management and user adoption.
• Coordinate with Google Cloud and implementation partners.
• Identify risks and manage dependencies across the program.
• Drive call center optimization leveraging AI components.

Skills

CCaaS

Google Cloud

Agile leadership

Program management

Vendor management

Change management

Education

Bachelor's degree in Computer Science or related

Master’s degree preferred

Tools

Dialogflow CX

Google Cloud Platform

Google CCAI suite

Job description

Req Id: 431355 Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.

Summary: Are you an expert in product strategy and implementation who wants to shape the next generation of AI-driven customer solutions? At Bell, we are seeking a strategic, execution-focused Program Manager to drive high-impact call centre transformation initiatives.

In this role, you will take ownership of defining and driving large-scale strategic initiatives (Epics) from concept to realization. You will play a crucial role in shaping the long-term vision of our call centre technologies, balancing customer-centric innovation with concrete business returns.

Key Responsibilities

• CCaaS Program Leadership & Execution: Drive the comprehensive program management for the Google CCAI implementation, ensuring its successful, timely, and high-quality delivery from inception through to post-go-live stabilization.
• Epic Owner & Agile Leadership: Act as the Epic Owner for the program, managing the project within an Agile framework. This includes overseeing the end-to-end delivery, working closely with Technical Solutions (TS) partners, developers, and other stakeholders, and handling financial management for the project.
• Legacy IVR Decommissioning: Develop and meticulously execute a detailed plan for the phased decommissioning of the existing Legacy IVR infrastructure. This includes managing all technical dependencies, data migration strategies, user transition processes, and ensuring a seamless cutover with minimal operational disruption.
• AI-Powered Optimization Roadmap Development: Collaborate intensely with business stakeholders, IT leadership, and customer experience teams to define, prioritize, and deliver a strategic roadmap focused on call centre transformation.
• Value Realization & Business Alignment: Ensure all program deliverables, particularly the implementation and ongoing enhancement of the Googe CCaaS solution, are tightly aligned with strategic business objectives. Focus relentlessly on achieving quantifiable improvements in key metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), operational efficiency gains, and overall cost reduction.
• Comprehensive Change Management: Develop, lead, and execute a robust organizational change management (OCM) strategy. This encompasses proactive stakeholder engagement, clear and consistent communication plans regarding the benefits and impacts of the new CCaaS and AI solution, comprehensive user training programs, and strategies to drive widespread adoption and proficiency across all user groups (agents, supervisors, administrators).
• Technology Strategy & Oversight: Act as a key subject matter expert and liaison for Google CCAI and associated AI technologies. Guide technical teams, ensure the solution architecture is scalable and secure, and validate that the chosen AI solution meets evolving business requirements and industry best practices.
• Risk, Dependency & Vendor Management: Proactively identify, assess, and mitigate program risks and interdependencies. Effectively manage relationships with Google Cloud and any implementation partners, ensuring adherence to SLAs and contractual obligations.
• Call Centre Optimization and Transformation: Identify opportunities to leverage the CCaaS solution and AI components to drive material improvements in the customer experience.

Critical Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, Engineering, or a closely related field; Master’s degree is highly preferred.
• Minimum of 8-10 years of progressive experience in program or project management, with a proven track record of successfully delivering complex, enterprise-level technology transformations.
• Mandatory and deep experience in implementing Cloud Contact Center as a Service (CCaaS) solutions.
• Specific, hands-on experience or expert-level understanding of Google Cloud Contact Center AI (CCAI) suite (e.g., Dialogflow CX, Agent Assist, Insights) is required.
• Proven success managing the decommissioning of legacy telecommunications systems (e.g., IVR, PBX) and migrating services to cloud-based platforms.
• Strong understanding of AI/ML concepts and their practical application in contact center environments, including Natural Language Understanding (NLU), conversational AI, and advanced data analytics driving intelligent automation.
• Demonstrated experience in leading change management initiatives for large-scale technology deployments, focusing on user adoption and process integration.
• Exceptional leadership, strategic thinking, communication (written and verbal), negotiation, and interpersonal skills, with the ability to influence and collaborate effectively across all organizational levels.
• Proficiency in program management methodologies and associated tools.
• Proven experience or knowledge of Agile delivery methodologies.
• Strong business acumen with the ability to translate complex technical capabilities of an AI solution into tangible business value and strategic recommendations.
• PMP, PgMP, or similar program management certification is a significant plus.

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Quebec : Montreal

Work Arrangement: Hybrid

Application Deadline: 09/11/2026

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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