Senior Manager, Program Management (Conversational AI)

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.

Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell’s Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer-centric processes, policies, products and services, while upholding our Customer-First Commitments to make it easier for customers to do business with Bell. 

As part of our team, you will be at the heart of our customer experiences.

Summary

Are you an expert in product strategy who wants to shape the next generation of AI-driven customer solutions? At Bell, we are seeking a strategic, execution-focused leader (CP3 level) to drive high-impact Virtual Assistant (VA) 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 conversational AI products, balancing customer-centric innovation with concrete business returns. 

Key Responsibilities

• Own the vision. Define the Epic hypothesis, business case, and minimum viable product (MVP) for major Virtual Assistant initiatives. 
• Provide structured guidance, feedback, and active career mentorship to cross-functional team members to cultivate talent and optimize delivery performance. 
• Manage and optimize program budgets, funding allocations, and CAPEX/OPEX forecasts for major Virtual Assistant strategic initiatives. 
• Co-create and drive a portion of the overall VA strategy, ensuring alignment with Bell's broader customer experience (CX) and operational efficiency goals. 
• Manage the portfolio/program backlog, prioritizing epics and features based on strategic value, ROI, and customer impact. 
• Collaborate closely with Product Managers, Technical PMs, and development pods to ensure the strategic vision is translated into actionable, technical deliverables. 
• Monitor industry trends in Generative AI and conversational design to inform the future roadmap of the VA platform. 
• Define and track Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) for VA implementations to measure strategic success. 

Critical Qualifications

• 5 to 8+ years of relevant work experience in product management, epic ownership, or strategic planning. 
• Proven ability to effectively mentor, coach, and advise associate product team members or cross-functional team members. 
• Experience in defining product strategy and managing roadmaps for AI, Contact Center AI (CCAI), or conversational automation platforms is highly preferred. 
• Strong business acumen with experience building Lean business cases, conducting financial projections, and evaluating ROI. 
• Active experience with Scale Agile Framework (SAFe) environments and structured backlog prioritization. 
• Mastery of Jira (for backlog and epic management) and Confluence. 

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Adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

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

Work Arrangement: Hybrid

Application Deadline: 07/07/2026

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.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

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  View email address on jobs.bce.ca 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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