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Director, Customer Services & Operations

Toronto Hydro
Toronto, CAN
Full Time
Director
Hybrid
1 weeks ago
Customer experience strategyContact centre operationsBilling and collectionsMeter data managementRegulatory complianceDigital transformation
Free

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Customer experience strategyContact centre operationsBilling and collections
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Role Overview

  • The Director, Customer Services & Operations will lead the end to end customer experience, engagement, and operations strategy—shaping a seamless, compliant, and customer centric journey across every touchpoint.
  • You will bring a strong balance of strategy and execution, driving transformation, operational excellence, and data driven innovation across customer service, billing, and metering functions.
  • You ensure regulatory compliance and financial integrity while continuously improving how customers experience and interact with the organization.

KEY RESPONSIBILITIES

  • Leads customer experience transformation across engagement and operations, defining and executing an end to end strategy across billing, service, and usage transparency.
  • Drives voice of customer insights into actionable improvements, while managing CX risks and championing customer advocacy across regulatory, financial, and operational priorities.
  • Leads transformation of customer engagement and success operations, overseeing contact centre performance (workforce, service levels, vendors, quality) and advancing digital and self service adoption.
  • Drives operational excellence through aligned training, scripting, and knowledge management, and leads continuous improvement and cost optimization initiatives (automation, AI, process simplification).
  • Optimizes systems and processes across customer success, financial experience, and meter data management to deliver seamless, high quality interactions.
  • Ensures compliance with regulatory and consumer protection requirements; leads regulatory engagement, complaint resolution, and audit readiness.
  • Oversees billing, collections, revenue assurance, and meter data integrity (including AMI systems), while building high performing, customer centric teams.

REQUIREMENTS

  • Post secondary education in business administration, Engineering, Finance, Operations Management, or a related field (required).
  • Fifteen (15) years of progressive leadership experience in customer operations, customer experience, or service delivery.
  • Demonstrated experience of at least seven (7) years in senior leadership positions, with responsibility for leading leaders and managing large, complex, multi functional teams (mandatory).
  • Demonstrated experience leading end to end customer experience strategy and transformation across multiple channels (contact centre, digital, back office).
  • Strong background in regulated industries (e.g., utilities, energy, telecommunications, financial services), with direct exposure to regulatory compliance and audits.
  • Proven success overseeing large scale contact centre operations, including workforce management, vendor management, and quality assurance.
  • Master’s degree (MBA or equivalent) (strongly preferred).
  • Relevant certifications (asset): Customer Experience (e.g., CXPA/CCXP), Lean Six Sigma, Project/Program Management (PMP, Agile).
  • Experience managing billing, collections, and revenue assurance functions.
  • Working knowledge of meter data management, billing systems, or similar high volume transactional systems (preferred).
  • Proven leadership in digital transformation, including automation, AI, and self service enablement.
  • Strong data driven mindset with experience in analytics, performance optimization, and continuous improvement.

TOTAL REWARDS

  • 100% employer paid Health & Dental benefits.
  • 24/7 access to Employee & Family Assistance Program and Virtual Healthcare.
  • Company paid life insurance and long term disability.
  • Spending account to support fitness goals (e.g. gym memberships).
  • Competitive paid time off (including vacation and parental leave).
  • Defined Benefits Pension Plan through OMERS.
  • Career development and tuition reimbursement.
  • Exciting employee engagement and appreciation events throughout the year.

Work Arrangement

  • This position is based in a hybrid environment allowing for remote work two days per week, based on business needs.
  • Employees will be required to come onsite Tuesday to Thursday.
  • You are expected to live in Ontario and within reasonable commuting distance of the office.

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