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Sr Manager, Agentic AI CEX

At Rogers, we put our customers first in everything we do. We’re growing our Customer Experience teams and are looking for team members who are committed to supporting customers through their journey. This is a newly created Senior Manager role that leads the development and delivery of Agentic AI capabilities across Customer Experience (CEX).

Responsibilities

- Own and lead the end‑to‑end Agentic AI roadmap, from ideation through implementation and continuous improvement.
- Act as the central point of contact between Care and Technical Support to ensure alignment and seamless integration.
- Partner cross‑functionally with Product, Technology, Operations, Customer Experience, HR, and Centres of Excellence to embed Agentic AI solutions.
- Design and implement Agentic AI strategies that enhance end‑to‑end customer and employee journeys.
- Lead stakeholder engagement with senior leadership to communicate progress, risks, and roadmap outcomes.
- Establish KPIs and performance metrics, track results, and drive ongoing optimization of Agentic AI programs.
- Lead Agentic AI implementation across all CEX frontline teams in close collaboration with technology and digital partners.
- Drive change management, communication, and adoption strategies to ensure effective day‑to‑day use of Agentic AI.
- Guide frontline leaders and teams on Agentic AI launches, usage, and continuous improvement.

Qualifications

- University degree with a focus on Business Technology or a related field.
- Agentic AI credential or deep demonstrated expertise in Agentic AI technologies.
- 2–3 years of progressive experience in strategy, product management, or operations leadership roles.
- Experience in a contact centre or tech‑enabled customer service environment.




- Proven success leading cross‑functional teams and complex initiatives without direct people‑management authority.
- Strong stakeholder management and executive‑level communication skills.
- Demonstrated experience driving digital transformation and customer journey improvements.
- Exceptional analytical, problem‑solving, and organizational capabilities.
- Familiarity with applying Agentic AI solutions in customer care and technical support environments.

Benefits

- Market-competitive salary & annual bonus.
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and stock‑matching programs.
- Discounts: up to 50% off Rogers services and Blue Jays tickets, 25% off TSC items, 20% discount on all wireless accessories sold in Rogers stores.
- Paid time off for volunteering.
- 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.

- Well‑ness programs:

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

- Environmental and diversity commitments:

- 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.

EEO Statement

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 candidates experiencing a disability throughout the recruitment process to ensure they have what they need to be at their best.

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Apply on Kit Job: kitjob.ca/job/2g8ykd

📌 Sr Manager, Agentic AI CEX (Vancouver)
🏢 Rogers
📍 Vancouver