Senior Manager, Customer Solutions - Chatbot

Referred applicants should not apply directly to this role. All referred applicants must first be submitted through Workday by a current Loblaw Colleague. Location: 500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9 When you hire great people, great things can happen. PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more. Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey. The Senior Manager, Customer Solutions Chatbot will be responsible for overseeing the design, development, implementation, and maintenance of chatbot solutions to enhance customer experience and streamline business operations. The ideal candidate will have a strong Customer Experience background, proven leadership skills, and a deep understanding of chatbot technologies and best practices. This role supports multiple business lines including PC Financial, PC Optimum, Loblaw Digital and Retail. This role is key to developing strategies to enhance our customer experience while reducing the reliance on agent assisted interactions. Fostering relationships with business and technology partners is key to this role’s success. What You'll Do Responsibilities include ensuring that service levels are maintained and contractual agreements adhered to, owning the customer experience in service channels, leading meetings with technology partners, participating in cross-functional initiatives and projects, tracking project milestones, working with lines of business on new initiatives, identifying and managing operational improvements, providing coaching and mentoring, and managing day-to-day issues for customer self-service solutions. What You Bring Required skills and experience include a minimum of 7 years management experience, customer Experience and Journey Mapping, Vendor management, experience with Chatbot solutions, experience with live chat solutions, technology process improvement, strong organizational and project management skills, communication skills, presentation skills, analytical and creative problem-solving skills, sound business decision-making, interpersonal and communication skills, and potentially a PMP designation. Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefore encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted. Number of Openings: 1 PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us. Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.