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Added 1 min ago
Senior Product Manager Technical, Amazon Customer Service
Amazon
Vancouver, BC
The Journey Management (JM) Team within Network Solutions is looking for a Senior PMT to define and execute our roadmap for customer service call center management products. This role will…
Added 1 min ago
Manager, IT Quality Assurance
BRP
Montreal, QC
We are seeking a Manager, IT Quality Assurance. Reporting to the Senior Manager, IT Quality and Business Process Integration, you will be responsible for the strategy, planning, and…
Added 1 min ago
Director of Rooms Division (Full-Time)
AccorHotel
Ottawa, ON
Full-time
Previous experience as Director of Rooms, Executive Assistant Manager Rooms, Hotel Manager, or equivalent senior operational leadership role.
Added 14 mins ago
Sr. Manager, Commercial Insights & Analytics
High Liner Foods
Mississauga, ON
Full-time
The Senior Manager, Commercial Insights & Analytics is the strategic insights lead for the organization - responsible for shaping how data, consumer understanding, and category intelligence…
Added 14 mins ago
Pharmacovigilance Manager
Rossi Recruitment
Mississauga, ON
$100,000 to $110,000 CAD / year
Full-time
We are partnering with an established pharmaceutical company in the Greater Toronto Area to appoint a Pharmacovigilance Manager. This is a senior, hands-on leadership role reporting…
Added 15 mins ago
Senior Program Manager
Jack Morton Worldwide
Oakville, ON
A Jack Morton Worldwide Senior Program Manager leads the day-to-day execution of client experiential marketing programs, including tradeshows, mobile marketing, and branded environments.…
Added 15 mins ago
Manager, Design & Store Planning
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON
The Manager, Design and Store Planning plays a critical role in shaping the customer experience across our retail network. You’ll lead the design and development of new, expanded, and…
Added 30 mins ago
Key Accounts Manager | Channel Partnerships
Maple
Toronto, ON
Full-time
…brokers, and reseller partnerships - we are hiring a Key Account Manager to lead the long-term success of our highest-value, most complex…
Added 30 mins ago
Solution Product Marketing Manager - Canada
ActiveProspect, Inc.
Remote, Canada
Full-time · Remote
ActiveProspect is seeking a Solution Product Marketing Manager to lead market research, competitive intelligence, and solution strategy across its evolving portfolio of consent-based…
Added 44 mins ago
IMA Project Manager
Software Guidance & Assistance, Inc. (SGA, Inc.)
Mississauga, ON
Full-time
Software Guidance & Assistance, Inc., (SGA), is searching for an IMA Project Manager for a contract assignment with one of our premier financial services clients in New York, NY and…
Added 44 mins ago
Manager,Sr.-Digital Marketing
Future Electronics
Canada
Full-time
The Senior Manager -Digital Marketing will focus on digital initiatives and be responsible for strategic and tactical marketing programs. Reporting to the Director, the manager will play a…
Added 44 mins ago
Leadership Team Coordinator
Lock Search Group
Mississauga, ON
Full-time
…pioneer in carbohydrate chemistry and a recognized leader in the development of innovative treatments for patients with iron deficiency and iron deficiency anaemia. As the organization…
Added 44 mins ago
Commercial Trainer
Lock Search Group
Toronto, ON · Greater Toronto Area, Canada
Full-time
The Commercial Trainer will also serve as the organizational lead for Key Account Management capability development, ensuring all commercial team members are equipped to execute strategic…
Added 45 mins ago
Senior Retail Sales Consultant - Part time - Chinook Centre, AB
Swarovski
Calgary, AB
Part-time
Many of our Sales Consultants grow into leadership or specialist roles such as Store Manager, Trainer or Visual Merchandiser roles. We support your development so you can build a career…
Added 45 mins ago
Intern Staff Accountant
SFIR Consulting Ltd.
Vaughan, ON
Full-time
reporting to the Accounting Manager, for a 12-month co-op term from
Added 1 hour ago
Senior Accounts Payable Specialist
OSL Retail Services Inc
Mississauga, ON
Other
We are currently seeking a Senior Accounts Payable Specialist. Reporting to the Manager, Accounts Payable, this role is responsible for the full cycle of accounts payable, including…
Added 1 hour ago
Senior Pricing Specialist
Osler, Hoskin & Harcourt LLP
Toronto, ON
Full-time
Reporting to the Manager, Pricing, the Senior Pricing Specialist will play a key role in supporting and optimizing the Firm’s pricing models and strategies. The Senior Pricing Specialist…
Added 1 hour ago
Country Manager, Canada
CooperVision
Richmond Hill, ON
Full-time
…Reporting to the President, Americas Commercial, the Country Manager develops and executes strategies that enhance revenue growth, profitability, market share, employee engagement, and…
Added 1 hour ago
VP/Director of Operations – Packaging Manufacturing
Stoakley-Stewart Consultants Ltd.
Mississauga, ON
Full-time
…manufacturing, production, people, quality, scheduling, costs and customer…
Added 1 hour ago
General Manager – Print Manufacturing
Stoakley-Stewart Consultants Ltd.
Cambridge, ON
Full-time
The General Manager will have overall responsibility for the day-to-day operation of the business, while working closely with ownership and senior leadership to drive profitability,…
Added 1 hour ago
Senior Software Engineer II, Full Stack - Growth (Hybrid)
Homebase
Toronto, ON
Full-time
We’re looking for a Full Stack Senior Software Engineer 2 who’s passionate about building AI-powered, high-velocity systems that transform how our Growth, Sales, and Product teams operate.…
Added 1 hour ago
Senior Manager Global Internal Audit and Internal Controls
Couche-Tard
Laval, QC
Internship
…leadership experience, including coaching, engagement, talent development, performance management, and succession planning.Demonstrated ability to influence and collaborate with senior…
Added 1 hour ago
MONTREAL – TECHNICAL SALES REPRESENTATIVE
M STEWART LTD
Montreal, QC
Full-time
…refining, power, industrial and commercial PVF markets. As a senior member of the team, this person will also carry the responsibility of leadership, by creating an environment rich culture…
Added 1 hour ago
Senior Manager, Forecasting
AstraZeneca
Mississauga, ON · Canada - Mississauga
Full-time
The Forecasting Senior Manager, Oncology leads the US forecasting process for one of the key brands in the US Oncology portfolio. As a thought partner to the business, the Senior Manager…
Added 1 hour ago
Electrical Engineer
Johnson Controls
AB · SA - Edmonton Orion
Full-time
Under the supervision of the Senior Electrical Engineering Manager, this position is responsible for collaborating in technical client conversations, pricing efforts, design development,…

Hydro One Networks Inc

Manager - Customer Care

Markham, ON, Canada

Pay: Hiring Salary Range: $110,500.00-143,000.00 / year
Apply by: Oct 6, 2026
Experience: A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.
Posting language: English
Posted: Sep 23, 2026

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Original job description

52127 - Markham - Temporary - 24 Months

Hiring Salary Range: $110,500.00-143,000.00 / year

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

This role will serve to maximize shareholder value and customer experience by overseeing and executing a customer program such as Contact Handling, Billing or Collections.

Lead the development of the Departmental strategy, team development and Divisional objectives. Improve decision-making capabilities through increased use of customer data and analytics to design more customer centric programs and offerings. Monitor and manage the effective and efficient delivery of in scope services

Specific Accountabilities:

This role will be accountable for all aspects of delivering & executing a customer billing program. The Manager is accountable to build the necessary team, strategy and processes to effectively and efficiently delivery the program. The Manager is accountable to design and develop strategy for managing internal and externa service providers and managing SLAs and the Division's relationship with service providers, as well as setting the external communications positioning for business activities and new communication programs or needs.

Key Accountabilities:

Through negotiations and business dealings with senior executives and service provider firms, be responsible for planning, negotiating, and monitoring the delivery of these sustainment programs & external service providers.
Develop or source customer information or data to meet the intelligence needs for the Division, including the Division's input to planning and investment decisions or to provide Customer Service input to processes outside the Division
Contribute to annual customer satisfaction program related to Hydro One Networks customer service activities. Source external suppliers as required, implement surveys or other methods of data collection, analyze and interpret data. Establish customer needs, expectations and drivers for satisfaction. Recommend areas of dissatisfaction, of service improvements, and provide data required to support recommendations, investment decisions and work program development
Provide input to strategic satisfaction measures for Company scorecards, performance contracts, SLAs, business planning or risk management; arrange for data collection required to monitor and report on measures
Manage the Division's delivery needs through various service providers. Prepare work requirements documentation to be part of the SLAs, reporting and measurement/metric requirements. Establish means to promote cost reductions and quality improvements. Act as contract manager for service needs through contract negotiations, contract approvals and reporting. Recommend and manage a process to implement new or unplanned work with internal and external service providers.
Accountable for incorporating best in class processes into program delivery such as: Customer Data Analytics/Insights, Customer Intelligence, Customer Satisfaction, Vendor Management
Develop customer delivery sustainment program objectives and strategies in support of broader corporate financial and customer goals.
Work closely with service providers and Information Technology (IT) staff to facilitate required changes.

Managerial Leadership Accountabilities

Accountability for the output of others:

Setting appropriate context for subordinates (i.e., strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations from continuous improvement, etc.) setting an effective framework of policies and procedures for the work of the unit
Knowing and ensuring own and subordinates' compliance with all legal and regulatory requirements, and all policies and procedures, and generally accepted practices relating to the work of the business
Establishing a two-way working relationship with subordinates to solicit their views on conditions and potential changes affecting their work, and establishing continuous improvement program opportunities
Maintaining a team of subordinates who are capable of producing the outputs required:
Ensuring subordinates are able and willing to produce the desired output
Assessing staff capability to do the required work now and in the future
Conducting personal effectiveness reviews of subordinates to build relationships, trust, and to improve their effectiveness
Providing leadership to subordinates so that they collaborate competently, and with full commitment with each other in pursuing the goals set:
Translating the Department's goals and objectives into a direction which guides the operation of the business
Communicating that direction to staff
Defining specific tasks for subordinates required to achieve the desired results and/or to accommodate the changes required within the business operations

Providing a safe and healthy work environment:

Providing subordinates with appropriate knowledge, skills, information, work procedures and equipment to facilitate responsible behaviour, which will protect their safety and contribute to their health
Providing a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfied
Providing a work environment that supports and values diversity and is free from harassment
Knowing and ensuring that subordinates comply with all legal and regulatory requirements, local policies and procedures, and generally accepted practices related to their work

Demonstrating stewardship of the assets and resources:

Ensuring every reasonable precaution is taken for the protection of the environment, the assets and subordinates providing for security of human, physical and information resources

Selection Criteria:

Education:

Requires a knowledge of such disciplines as business administration, social sciences, digital media and marketing to establish and maintain good customer and public relationships including resolving customer complaints and concerns, identifying emerging trends and develop strategies to respond to trends, issues, conflicts and concerns.
Requires a good command of the English language, both verbal and written skills, to communicate effectively with customers, develop and give presentations to various internal and external groups.
Requires a knowledge and familiarity with computers and computer applications, and computerized management information systems.

Experience:

Requires extensive experience in utility billing service provision, including underlying roles and regulatory codes
Requires extensive knowledge in working with customer facing initiatives.
Demonstrated experience with handling business management and project management issues with specific emphasis on Customer Care and associated IT platforms and applications.
Business focus – ability to understand business objectives and translate them into requirements and solutions.
Extensive demonstrated leadership and managerial competency in managing a team of professionals, establishing priorities and adapting to changing conditions.
Requires experience in understanding of developments and changes with respect to electricity industry structure and market rule and code changes and their corresponding impacts on customers.
Requires a knowledge of business administration, financial modeling, and cost/benefit principles and techniques.
Requires experience in providing services in a highly competitive market where a strong Customer focus is of paramount importance.
Requires a demonstrated ability to supervise, foster positive working relationships and the ability to provide effective team leadership, including performance monitoring, evaluation and feedback.
A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2026"

Deadline: October 5, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.

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More about this job

Responsibilities

The Manager of Customer Care is responsible for overseeing customer programs such as billing and collections while developing departmental strategies to maximize shareholder value. They will lead teams, manage external service providers, and utilize data analytics to improve customer-centric offerings and service delivery.

Requirements

Candidates must have extensive experience in utility billing, customer-facing initiatives, and managing professional teams. A strong background in business administration or related fields is required, along with demonstrated leadership and project management capabilities.

Skills

Customer care
Utility billing
Strategic planning
Vendor management
Data analytics
Project management
Team leadership
Financial modeling
Customer satisfaction
SLA management
Business administration
Communication
Performance monitoring
Contract negotiation
Customer intelligence

Benefits

Safety programs
Wellbeing programs
Inclusivity initiatives
Sustainability programs

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Utility Billing
Hydro One
Management
Strategy
Data Analytics
Vendor Management
SLA
Customer Satisfaction
Project Management
Financial Modeling
Business Administration
Leadership
Customer Intelligence
Contract Negotiation
Performance Contracts
Risk Management
Customer Experience
Electricity Transmission
Distribution

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