Cogeco Connexion

Associate

• Responsible for handling inbound traffic in store and outbound calls from all Cogeco systems in a timely and professional manner.
• Actively focuses on selling, upgrading and promoting Cogeco products & services.
• Provides professional services and solutions to meet customer needs.
• Schedules and inputs order requests using the compliance tools necessary.
• Delivers face to face customer interaction that will entice customers to select Cogeco as their sole provider of Cable TV, Internet and phone services.
• Highlights the features and benefits of all Cogeco products and services by confidently demonstrating sales behaviours as trained.
• Promotes and up-sells products and services with both new and existing customers being agile to execute various sales techniques to maximize sales opportunities.
• Responsible for calling various outbound customer lists to maximize sales opportunities.
• Makes every effort to retain customers who express their wish to cancel their subscription or reduce their level of service.
• Resolves billing inquiries and service discrepancies.
• Credits and debits customer accounts.
• Initiates customer refunds for all systems and submits to supervisor for approval.
• Responsible for accurate data input using prescribed applications and processes for all customers’ add move and change requests.
• Responsible for asset management: returns, exchanges, distribution of all Cogeco equipment while at the storefront.
• Actively participates in corporate initiated selling skills training as well and new procedural enhancements as part of the position requirements.
• Assist with other departmental requests as required and performs special projects as assigned.
• Assist with other storefronts in alternate locations if required.

Associate – Retail

Product Manager

• Define the Future Roadmap: Own and articulate the long-term strategic roadmap for Cogeco’s video and content product portfolio, ensuring offerings are competitive, scalable, and aligned with market trends.
• Integrated Go-to-Market Strategy: Develop and champion a comprehensive 360-degree marketing and communication strategy for the video portfolio, ensuring a consistent and compelling message across all customer touchpoints.
• Product Simplification & Harmonization: Drive the strategy to simplify product delivery processes and harmonize video offerings across all regions, including our Breezeline video products in the US market, to reduce operational complexity.
• Business Outcome Ownership: Define and track success metrics for the video product line, focusing on Content Monetization, Service Delivery Quality, Lifetime Value, and marketing campaign ROI.
• Market Intelligence: Conduct continuous research on emerging video technologies, features, competitive benchmarking, and customer behavior to ensure Cogeco maintains a premier market position.
• End-to-End Lifecycle Leadership: Lead the prioritization and management of the product backlog, focusing on the entire lifecycle—from initial product definition and launch to performance maintenance and eventual sunsetting.
• Delivery Optimization: Partner with Engineering and Operations to streamline the technical delivery of video services, ensuring customers experience it with minimal friction.
• Feature Definition: Translate high-level business requirements into detailed user stories and technical specifications for video product features, including programming tiers and hardware.
• Content Partnership Strategy: Assess partnership (linear, OTT, etc.) opportunities to foster business growth, enhance co-marketing efforts, and optimize customer satisfaction (NPS).
• Cross-Functional Execution: Collaborate closely with Marketing, Sales, Video Operations, and Procurement to ensure the product roadmap is commercially aligned and supported by robust, multi-channel marketing plans.
• Ecosystem Integration: Manage the integration of video products into Cogeco’s broader ecosystem, ensuring consistent performance and management capabilities across customer touchpoints.
• Performance Liaison: Act as the primary interface between technical squads and business stakeholders to communicate product health, delivery timelines, and roadmap progression.
• Executive Reporting: Serve as the subject matter expert for executive leadership, providing data-driven insights to justify strategic investments in the video product category.
• Product Health Monitoring: Define and analyze metrics related to video product performance, including provisioning success rates, speed/reliability benchmarks, and customer churn related to product quality.
• Continuous Improvement: Use data and customer feedback to identify "pain points" in the video product experience, prioritizing roadmap items that improve stability and simplify the user experience.

Product Owner, Video Product Lifecycle Management – Innovation

Network Engineer

• Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
• Performs preventative maintenance and repair of the HFC and FTTH networks, including all associated equipment, in accordance with company engineering standards.
• Read and accurately interpret system/network design maps.
• Install and replace HFC physical plant network components such as coax, actives, passives, grounding systems, pedestals, riser guards, conduit, etc., according to technical specifications.
• Identify and repair upstream and downstream ingress.
• Complete end-of-line network testing to meet technical specifications.
• Regularly test all HFC network components using test equipment including: signal level meters, volt-ohm meters, leakage detector, Time Domain Reflectometer (TDR), and Optical Time Domain Reflectometer (OTDR).
• Perform routine maintenance, troubleshoot, and update records of standby power supplies according to technical specifications.
• Troubleshoot and repair basic distribution problems associated with RF, AC, and DC elements of the forward and reverse plant.
• Restore system service outages.
• Perform CLI rideouts and monitor and repair signal leakages.
• Maintain tools and equipment inventory.
• Accurately complete work orders in a timely manner.
• Maintain, secure, and stock assigned vehicle and equipment.
• Ensure productivity is being tracked through company applications (e.g., NRBY, WFX, Stratusync, iGlass).
• Work alongside Headend personnel to properly OTDR any damaged fiber.
• Properly assist on projects such as Remote Phy, 5-85 Mhz, Node activation, E2E testing on new properties, etc.
• Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse and stocking the vehicle as needed.
• Maintain company truck and other equipment per service requirements and safety guidelines.
• Drive a company vehicle between office/home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Communicate with dispatch (via WFX, phone, etc.) for assistance, status on current installs, or new service requests.
• Consult with supervisor and other technicians for advice and assistance as needed.
• Interact with customers in a professional, courteous manner, including when responding to escalations and repeated customer concerns.
• Educate customers regarding their existing and new services and promote other company services.
• Comply with all safety procedures and policies.

Technician, Customer and Network Facing

Marketing

• Define the U.S. commercial growth strategy and build a scalable growth engine
• Evolve our ambitious subscriber growth, revenue targets, optimize CAC/LTV, scale growth channel and prioritize investment
• Experiment and unlock new acquisition levers (digital, partnerships, referrals, community IRL, emails, content, social media, affiliate)
• Strengthen & orchestrate Go-to-market strategies internally and with agencies
• Champion customer satisfaction as a growth driver: Optimize customer journey to improve conversion rate, onboarding and eliminate friction points
• Define the north-star digital experience from discovery to support
• Strengthen welo’s value proposition and differentiation continuously
• Oversee the creation of a distinctive brand narrative, positioning, consistency across touchpoints, and build brand awareness
• Lead a social-first marketing approach: oversee the development of content strategies & Leverage creators, communities, partnerships and emerging platforms
• Build referral and advocacy programs that scale organically
• Leverage the power of Public Relations and be our Spokesperson in the US for welo
• Act as a growth locomotive across the organization and influence welo priorities with shared services
• Lead and develop a multidisciplinary squad of ~8 experts
• Build a high-performance, ownership-driven, experimentation and growth mindset culture
• Own marketing investment allocation and ROI
• Establish clear KPIs, dashboards

Director of Commercial Strategy – Marketing

• Define the Future Roadmap: Own and articulate the long-term strategic roadmap for Cogeco’s video and content product portfolio.
• Integrated Go-to-Market Strategy: Develop and champion a comprehensive 360-degree marketing strategy for the video portfolio.
• Product Simplification & Harmonization: Drive the strategy to simplify product delivery processes and harmonize video offerings.
• Business Outcome Ownership: Define and track success metrics for the video product line.
• Market Intelligence: Conduct continuous research on emerging video technologies to ensure competitive positioning.
• End-to-End Lifecycle Leadership: Lead the prioritization and management of the product backlog.
• Delivery Optimization: Partner with Engineering and Operations to streamline delivery of video services.
• Feature Definition: Translate high-level business requirements into detailed user stories.
• Content Partnership Strategy: Assess partnership opportunities to foster business growth.
• Cross-Functional Execution: Collaborate closely with Marketing, Sales, Video Operations, and Procurement.

Product Owner, Video Product Lifecycle Management

QA Engineer

• Implement and refine testing workflows tailored for AI powered solutions where outputs are probabilistic rather than deterministic.
• Build guardrails to identify model drift, prompt regression, hallucination risks, and safety violations before they hit production.
• Own the creation, maintenance, and scaling of high-quality golden datasets used as the source of truth for benchmarking model changes.
• Champion programmatic evaluation tools such as Promptfoo, DeepEval, or Ragas to automate the assessment of prompt variants and model performance.
• Partner closely with the Chapter Lead, QA to translate high-level AI QA frameworks into actionable, daily tasks for technical teams.
• Provide real-time feedback to the Chapter Lead on how the strategy is performing in the trenches, recommending practical pivots based on real-world results.
• Collaborate with DevOps specialists to inject AI evaluation metrics directly into modern CI/CD pipelines, ensuring automated gates handle fluid AI responses.
• Validate data pipelines feeding our models, ensuring that data integrity is maintained from ingestion to inference.

QA Test Automation Specialist

Analyst

• Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility.
• Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Staffing requirements, etc.
• Identifies course of action or proposes solutions with supporting metrics relating to staffing deviations (Next day Extended Hours/Full day VTO, Schedule Adjustments etc.)
• Collaborates with Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level.
• Completes weekly OTL- Workday interface to ensure all agents under the WFM responsibility have timecards submitted.
• Responsible for all Aspect and/or Evolia updates impacting future schedules which includes scheduling coaching, team meetings, training and shift trades.
• Responsible for vacation selection and vacation changes for agents.
• Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility.
• Attend all applicable Scheduling and forecasting meetings and take action items as required from these meetings.
• Support the management team with implementation of new initiatives and projects from a real time perspective.
• Analyze staffing and routing changes based on observations with the ability to make recommendations to your immediate supervisor, in a professional and positive manner.
• Manage and respond to all email received in the inbox in a timely and professional manner.
• Use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• Constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

Workforce Management Analyst

Data Scientist

• Develop predictive modeling and machine learning solutions to complex business problems creating value for the business.
• Transform data into insights that help to improve the value of the business.
• Execute exploratory data analysis, data preprocessing, model development, model deployment and monitoring.
• Utilize machine learning techniques to improve customer segmentation, churn prediction, and personalized marketing efforts.
• Plan and execute analytical experiments to help solve business problems.
• Propose solutions and strategies to business challenges.
• Continuously refine and improve models based on feedback and changing business needs.
• Leverage advanced analytics techniques to develop deep knowledge of the customer experience, use data and analytics to optimize marketing campaigns, and develop strategies through insights to attract new customers and retain existing ones.
• Collaborate with business partners to develop novel ways to meet objectives utilizing cutting edge techniques and tools.
• Effectively communicate the analytics approach and data science lifecycle with leadership and business partners.
• Advocate and educate on the value of data driven decision making focusing on the “how and why” of solving problems.
• Lead analytic approaches, integrating work into applications and tools with data engineers, business leads, analysts and developers.
• Create repeatable, interpretable, dynamic and scalable models that are seamlessly incorporated into analytic data products.
• Engineer features by using your business acumen to find new ways to combine disparate internal and external data sources.
• Build and deploy agentic AI solutions that leverage autonomous reasoning and tool-calling to automate end-to-end workflows and improve decision-making efficiency.
• Share your passion for Data Science with broader enterprise community; identify and develop long-term processes, frameworks, tools, methods and standards.
• Collaborate, coach, and learn with a growing team of experienced Data Scientists.