Manager Service Comms

We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love. We are looking for dedicated team members to join our Corporate team and make a positive impact on customers and communities.

A strategic, customer-focused Communications Manager to join the Service Communications team. The successful candidate will lead service and transactional communications that inform, support, and engage customers throughout key moments in their experience.

• Lead customer communications programs end-to-end to support a best‑in‑class customer experience
• Develop and execute customer communication strategies aligned with operational priorities and customer experience objectives
• Create clear, concise, customer‑friendly communications for transactions and journeys, service updates, disruptions, incidents, fraud awareness, and ad‑hoc support
• Translate complex operational or technical information into compelling, easy‑to‑understand content for diverse customer audiences
• Develop integrated communication plans that support customer experience and operational initiatives
• Craft messaging that is transparent, empathetic, action‑oriented, and aligned with the Rogers brand voice
• Collaborate with cross‑functional partners including Operations, Customer Care, Digital, Product, Legal, Compliance, Brand, and Regulatory teams
• Provide strategic communications counsel and recommendations to business partners and senior leaders
• Manage approvals, timelines, and execution of communications in fast‑moving environments
• Participate in cross‑functional meetings to align customer journeys, messaging, timing, and delivery channels
• Liaise with internal and external partners to ensure consistent brand voice
• Monitor communication effectiveness and customer engagement metrics, identifying opportunities for continuous improvement
• Support the development of presentations, playbooks, and project plans

• 5–8+ years of experience in customer communications, service communications, customer experience, or corporate communications
• Exceptional writing, editing, and verbal communication skills
• Proven ability to simplify complex operational or technical information into clear, customer‑friendly language
• Experience managing communications in operational or customer‑facing environments
• Strong stakeholder management and cross‑functional collaboration skills
• Excellent project management skills, capable of managing multiple priorities under tight timelines
• High attention to detail with sound judgment and execution focus
• Experience working closely with Customer Experience, Operations, or Contact Centre teams
• Strong collaboration skills and ability to build relationships across all organizational levels
• Knowledge of accessibility standards and plain‑language communication best practices

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and stock‑matching programmes
• Discounts: up to 50% off Rogers services and Blue Jays tickets, 25% off TSC items, and 20% off 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 programmes (e.g., MyPath programme)
  • Rogers’ first priority in applying to internal roles of interest
• Wellness Programs
  • Homewood employee & family assistance programme
  • 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 People of Colour, 2
    
    SLGBTQIA+, Indigenous Peoples, Persons with Disabilities, and Women

We do not discriminate on the basis of gender, age, nationality, colour, ethnicity, sexual orientation, marital status, disability, religious belief or any other characteristic that is protected under applicable law. We are committed to ensuring equal opportunity for all applicants.

Work Location:

333 Bloor Street East, Toronto, ON (regular full‑time position; no travel required).