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Added 22 mins ago
Director, Customer Technology - Digital Technology Solutions
Hydro One Networks Inc
Toronto, ON
The Director, Customer Experience – DTS is accountable for the end-to-end technology experience supporting Hydro One’s customers, spanning digital channels, billing, CRM, integrations,…
Added 37 mins ago
Director of Client Relationships
Eagleview Construction
Kitchener, ON
Full-time
The Director is also responsible for leading, coaching, and holding accountable the Business Development Representative and Inside Sales Representative. This includes ownership of the sales…
Added 37 mins ago
Project Director, Hydro & Dams
WSP in Canada
Victoria, BC
Full-time
Lead the growth of one of Canada’s most critical infrastructure sectors. As Project Director – Hydropower and Dams (Western Canada), you will play a pivotal role in shaping strategy,…
Added 37 mins ago
Information Management Manager
Yemen HR Consulting
Aden
Full-time
…Concern Worldwide, while liaising with Concern’s Programme Director and Concern’s Health & Nutrition…
Added 37 mins ago
Field Excellence Lead, Nephrology
Biogen
Field, BC
Full-time
As the Associate Director, Field Excellence Lead, Nephrology, you will play a pivotal strategic role in maximizing the effectiveness, consistency, and impact of Biogen's Nephrology field…
Added 37 mins ago
Senior Director, DAE, Athletics & Recreation
The University of British Columbia
Vancouver, BC
$12,418.42 to $18,613.67 CAD / month
Full-time
The incoming Senior Director of Development & Alumni Engagement will be responsible for leading the execution of the long-term strategy for Development within UBC Athletics. The ideal…
Added 37 mins ago
IMIT Provincial Manager - Registration & Switchboard Services
Nova Scotia Health Authority
Truro, NS
Full-time
The IMIT Provincial Manager, Registration and Switchboard Services reports to the IMIT Director Registration, Scheduling and Switchboard and is responsible for the transformation of health…
Added 37 mins ago
Sr. Client Success Services Program Manager
Open Text Corporation
Waterloo, ON
As a Sr. Client Success Program Manager, you will work directly for the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client…
Added 37 mins ago
Sr. Client Success Services Program Manager
Open Text Corporation
Waterloo, ON
As a Sr. Client Success Program Manager, you will work directly for the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client…
Added 51 mins ago
Director, Geotechnical
New Gold Inc.
Toronto, ON
Full-time
…The role reports to the Mining and Rock Mechanics team as a Director, Geotechnical. The position is responsible…
Added 51 mins ago
Sr. Client Success Services Program Manager
OpenText
Waterloo, ON
Full-time
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Added 1 hour ago
Senior Client Services Manager
Fintel Connect
Vancouver, BC
Full-time
Our Client Services team has grown past the point where one Director can hold every client relationship and every manager. We are building a layer between the two: someone close enough to…
Added 1 hour ago
Director - Art Gallery
Carleton University
Ottawa, ON
Other
Responsible for the vision, strategy, planning, public profile, impact and operations of Carleton’s art gallery
Added 1 hour ago
Manager, Human Resources (Calgary or Edmonton)
Indigo Books & Music
Calgary, AB
$90,000 to $110,000 CAD / year
Full-time
Translate business strategy, market trends, and operational priorities into people plans and organizational solutions that support growth, performance, and change.
Added 1 hour ago
Senior Project and Change Management Lead Clinical - New St. Paul's
Providence Healthcare
Vancouver, BC
Temporary
Reporting to the Director, Transition Planning, the Senior Project & Change Management Leader:
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Art Director - AntiSocial
The Climax Engineering company Limited
Toronto, ON
$95,000 to $120,000 CAD / year
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We are looking for an Art Director with a socially native and nimble storytelling background to be a conceptual force for all campaigns and Always On social projects. This is a hands on…
Added 1 hour ago
Executive Director, Member Services
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Burnaby, BC
We are seeking an Executive Director, Member Services who is passionate about continually advancing the services we provide to our members!
Added 2 hours ago
Integrated Commercial Marketing Manager, Football Vertical (Toronto FC & Toronto Argonauts)
MLSE (Maple Leaf Sports & Entertainment Partnership)
Toronto, ON
Full-time
In this role, you will bring together strategy, sales, brand, business and fan experience to help grow two of Toronto’s professional football properties: Toronto FC and the Toronto…
Added 2 hours ago
Integrated Commercial Marketing Manager, Football Vertical (Toronto FC & Toronto Argonauts)
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In this role, you will bring together strategy, sales, brand, business and fan experience to help grow two of Toronto’s professional football properties: Toronto FC and the Toronto…
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…Western Australia’s long-term prosperity. Align actions to strategy, work across government and deliver innovative solutions that create enduring value for the…
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Added 2 hours ago
Communications Manager
University of British Columbia
Vancouver, BC · UBCV | Michael Smith Laboratories (MSL)
$7,158.42 to $10,292.25 CAD / month
Full-time
…to the Operations Manager while receiving direction from the Director on the department's vision. They will sit on a various department committees and work with the faculty, staff and…
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Director, Liquidity Management Solutions
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The Director, Liquidity Management Solutions is a critical role responsible for setting strategic direction for RBC's Liquidity Management Solutions suite within Canadian Business Deposits…
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Added 2 hours ago
Client Services (Talent Pool)
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Ensure client deadlines are met across multiple campaigns and liaising with the Account Director on the teams capacity

Hydro One Networks Inc

Director, Customer Technology - Digital Technology Solutions

Toronto, ON, Canada

Apply by: Oct 6, 2026
Posting language: English
Posted: Sep 22, 2026

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Original job description

Position Summary

The Director, Customer Experience – DTS is accountable for the end-to-end technology experience supporting Hydro One’s customers, spanning digital channels, billing, CRM, integrations, service reliability, and enablement platforms. This role leads multiple customer-facing technology portfolios and managers, translating enterprise strategy into predictable delivery, resilient operations, and continuous experience improvement. The role is accountable for predictable, cost-disciplined delivery of customer‑critical technology initiatives, ensuring outcomes are delivered on time and within approved budgets.

Core Accountabilities

Customer Experience & Service Outcomes

Own the technology enablement of customer experiences across digital channels, CRM, billing platforms, and supporting integrations.
Ensure service reliability, performance, and responsiveness for customer-facing systems, including accountability for major incidents and root-cause remediation.
Translate customer and business needs into prioritized roadmaps that balance experience improvement, risk reduction, cost, and technical sustainability.

Strategy Execution & Portfolio Delivery

Translate DTS and enterprise strategy into executable plans, funded programs, and committed delivery outcomes.
Accountable for delivering portfolios and major initiatives on time, within approved scope, and on budget, proactively managing risks, dependencies, and trade-offs.
Oversee delivery across multiple application portfolios, including roadmaps, sustainment, enhancements, and modernization initiatives, with clear financial and delivery discipline.
Ensure investments remain aligned to business priorities with transparent cost management, sequencing, and delivery commitments.

Enterprise Platforms & Transformation

Provide domain leadership for major enterprise transformations, including SAP S/4HANA implementations and CRM modernization.
Ensure customer experience, billing, and service processes remain stable and integrated through large-scale system change.

Operational Excellence & Risk Management

Accountable for application sustainment, SLAs, and continuous improvement across customer-critical systems.
Own financial and delivery risk within the domain, ensuring cost controls, forecasting accuracy, and corrective actions are in place.

People & Leadership

Lead, coach, and develop managers with accountability for delivery, budgets, and outcomes.
Build and sustain teams with strong delivery discipline and financial ownership.

Financial & Delivery Accountability

Own the Customer Experience DTS operating and project budgets, including planning, forecasting, and in-year management.
Ensure effective CapEx and OpEx management, vendor spend control, and benefits realization.
Hold teams and partners accountable for predictable delivery and cost transparency.

Required Experience & Qualifications

Technical & Professional Background

Degree in Computer Science, Engineering, or equivalent practical experience.
10+ years of progressively senior technology experience, with early career time spent in the technical weeds (software development, web engineering, systems integration, or application operations).
Strong background in web technologies, including modern web architectures and customer-facing digital platforms.
Extensive experience with CRM platforms supporting customer interaction, workflows, and digital engagement.
Hands-on leadership experience with SAP S/4HANA implementations impacting customer, billing, or revenue processes.
Proven ownership of enterprise platforms across the full lifecycle.
Demonstrated leadership in major incident management and service recovery.

Why This Role Matters

This role ensures Hydro One’s most critical customer and revenue-enabling platforms - web, CRM, digital channels, billing, and S/4HANA-integrated systems - are reliable, scalable, and continuously improving, even through large-scale enterprise transformation.

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More about this job

Responsibilities

The Director is responsible for the end-to-end technology experience supporting customer-facing platforms including digital channels, CRM, and billing. They lead multiple technology portfolios, ensuring predictable delivery, operational resilience, and alignment with enterprise strategy.

Requirements

Candidates must have a degree in Computer Science, Engineering, or equivalent and at least 10 years of progressively senior technology experience. Proven expertise in web technologies, CRM platforms, and SAP S/4HANA implementations is required.

Skills

Digital technology solutions
Customer experience
CRM
Billing platforms
SAP S/4HANA
Service reliability
Strategic planning
Portfolio management
Incident management
Financial management
Team leadership
Systems integration
Application operations
Risk management
Digital transformation
Enterprise architecture

Visa sponsorship

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Keywords

Director
Customer Technology
Digital Technology Solutions
Hydro One
CRM
SAP S/4HANA
Billing
Digital Channels
Systems Integration
Application Sustainment
Service Reliability
Portfolio Delivery
Enterprise Transformation
CapEx
OpEx
Incident Management
Roadmap Prioritization
Software Development
Web Engineering
Financial Forecasting
Vendor Management
Risk Management
Operational Excellence
Modernization
Technology Strategy

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