Senior Manager, Hybrid Cloud, IntelOps Customer Success

Role Overview

• Join RBC’s Hybrid Cloud & IntelOps Customer Success team to drive seamless cloud onboarding and ongoing engagement for application teams across the bank
• Manage intake and triage for cloud onboarding requests; run discovery to clarify scope and dependencies, and set expectations on gating artifacts, timelines, and quality standards
• Serve as the primary liaison for application teams: provide onboarding walkthroughs and office hours, maintain transparent communications on status, risks, and dependencies, coordinate cross‑functional handoffs and gate reviews, and follow up to ensure dependent stakeholders complete their tasks on time
• Develop customer success plans with measurable outcomes, assess anticipated and known challenges to bridge technology and business needs, and channel Voice‑of‑Customer insights into a prioritized backlog and roadmap
• Drive continuous improvement across onboarding and compliance workflows by identifying process optimization opportunities (process, documentation, self‑serve), initiating delay/defect reviews, and tracking both corrective and preventive actions to closure
• Partner with Engineering/Product teams to translate prioritized improvements into scalable solutions by defining use cases and success criteria, contributing to backlog grooming, validating automation/self‑serve releases, and driving adoption through the Onboarding Portal and knowledge base
• Support in the coordination and implementation of new processes to align with RBC Cloud and enterprise standards while maintaining or improving operating efficiency, timeliness, and accuracy of workflows
• Maintain accurate, timely project records in Confluence, JIRA, Service Desk, and other applicable tools; attend approval/gate meetings, capture decisions and action items, and distribute notes; keep status, risks, issues, decisions, and ownership up to date with strong data quality and traceability
• Create and maintain management‑level reporting and dashboards that provide visibility into cloud intake and adoption in support of Hybrid Cloud & IntelOps Program’s goal for governance and business enablement
• Create and manage tracking of responses to audit requests by internal and external stakeholders on audits

Requirements

• 5+ years of experience in a fast-paced technology environment with competing priorities and multiple stakeholders (cloud, software, or enterprise IT preferred)
• Proven track record driving customer engagement and outcomes in complex, cross-functional programs
• Excellent written and verbal communication; comfortable engaging both technical peers and senior business stakeholders
• Strong process optimization skills; demonstrated ability to identify problem areas, design solutions, and land change with measurable impact
• Prior experience with automation and self-serve enablement (e.g., workflow orchestration, forms/portals, template automation)
• Prior experience with cloud technology and familiarity with cloud governance gates
• Exposure to financial services regulatory contexts and comfort working with Security/Compliance/Privacy stakeholders

Tech Stack

• Cloud

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation
• Stock where applicable
• Leaders who support your development through coaching and managing opportunities
• A world-class training program in financial services
• Opportunities to do challenging work, including leveraging AI and SRE principles to drive innovation and operational excellence