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Added 9 mins ago
Automotive F&I Manager
Richmond Hill Toyota
Toronto, ON
Full-time
PAG Direct is seeking an experienced Financial Services Manager to join the team at Richmond Hill Toyota!
Added 9 mins ago
Organ Recovery Assistant, Organ Donation & Hospital Development - BC Transplant Society
Provincial Health Services Authority
Vancouver, BC
Part-time
Reporting to the Clinical Operations Manager, Organ Donation, the Organ Recovery Assistant (ORA) functions as an integral part of the Organ Donation and Hospital Development (ODHD) team.
Added 9 mins ago
Case Worker
The Salvation Army in Canada
Hamilton, ON
Part-time
Under the direct supervision of the Program Manager, the caseworker will provide a service to people who are homeless or at risk of becoming homeless while interacting in a positive,…
Added 9 mins ago
Director of Operations
The Victoria Youth Empowerment Society
Victoria, BC
Full-time
Supporting, coaching, and mentoring an experienced team of program managers, helping them grow as confident, capable leaders.
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Financial Crime Analyst
Aviso Wealth
Remote, Canada
$85,000 to $100,000 CAD / year
Full-time · Remote
Reporting to the Manager AML Compliance, the Financial Crime Analyst is responsible for reviewing incidents of suspected fraud and AML risks against Aviso and its clients and ensure…
Added 10 mins ago
Financial Crime Analyst
Aviso Wealth
Remote, Canada
$85,000 to $100,000 CAD / year
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Compass Group Canada
Winnipeg, MB · Dugald, MB
Full-time
Role: Administrative & Lifestyle Coordinator Full Time.
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Full-time
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Added 24 mins ago
Assistant Catering Manager
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Full-time
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Added 24 mins ago
Manager, Maintenance Services
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AB · Edmonton, AB
Full-time
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Added 24 mins ago
SPECIALIST, IMC
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Added 24 mins ago
Administrative Assistant, School of Engineering
The University of British Columbia
Kelowna, BC
$28.65 to $32.84 CAD / hour
Full-time
This position reports to either the Manager, Engineering Academic Services or the Manager, Administration, depending on organizational needs and assignment.
Added 24 mins ago
Senior Financial Specialist (SRP)
The University of British Columbia
Vancouver, BC
$4,881 to $5,255 CAD / month
Full-time
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Added 24 mins ago
Commercial Project Manager - Montreal, Canada (m/f/d)
Nordex Group
Montreal, QC
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Added 24 mins ago
Commercial Project Manager - Montreal, Canada (m/f/d)
Nordex Group
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Reporting directly to the Health and Safety Manager or their designate, the Health & Safety (H&S) Analyst supports the development, implementation, management, analysis, and auditing of the…
Added 38 mins ago
Supply Chain Project Lead
Schneider Electric
Richmond, BC
$91,200 to $136,800 CAD / year
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…(reimbursement for medical / wellbeing expenses); telemedicine program; 13 paid holidays annually; up to 19 days paid time off in first year; paid family leaves; parental and care leave;…
Added 38 mins ago
7805 - Assistant Store Manager FT
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$19 to $19.5 USD / hour
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Act as Manager on duty for any employee scheduling issues, customer complaints, etc. when Store Manager is not present.
Added 38 mins ago
Millwork Sales Associate Part Time (MONCTON)
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Added 38 mins ago
Financial Crime Analyst
Aviso
Vancouver, BC
$85,000 to $100,000 CAD / year
Full-time
Reporting to the Manager AML Compliance, the Financial Crime Analyst is responsible for reviewing incidents of suspected fraud and AML risks against Aviso and its clients and ensure…
Added 38 mins ago
Financial Crime Analyst
Aviso
Toronto, ON
$85,000 to $100,000 CAD / year
Full-time
Reporting to the Manager AML Compliance, the Financial Crime Analyst is responsible for reviewing incidents of suspected fraud and AML risks against Aviso and its clients and ensure…
Added 39 mins ago
Junior Project Manager
Simpcw Resources Group
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Full-time
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Added 53 mins ago
Account Manager
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Full-time
We are currently seeking an Account Manager to join our growing Toronto-based team. In this critical role, you will work on various accounts and champion an outstanding client experience by…
Added 53 mins ago
Manager Plant Maintenance
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Ottawa, ON
Other
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Hydro One Networks Inc

Manager - Customer Care

Markham, ON, Canada

Pay: Hiring Salary Range: $110,500.00-143,000.00 / year
Apply by: Oct 14, 2026
Experience: A period of over 8 years and up to and including 12 years is considered necessary to gain this experience.
Posting language: English
Posted: Sep 23, 2026

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Original job description

52131 - Markham - Regular

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 our customer impactive regulatory and customer service initiatives/projects. Assist with the definition of the Departmental strategy, develop team and Divisional objectives. Improve decision-making capabilities through increased use of customer data and analytics to design more customer centric programs and offerings

Specific Accountabilities:

This role will be accountable for all aspects of delivering & executing the customer facing regulatory compliance and customer service initiatives/projects. The Manager is accountable to build the necessary team, strategy and processes to effectively and efficiently delivery the program. The Manager is accountable for effective execution of business lead/business sponsor role including the design and development of strategy for business realization from said projects/initiatives including the Division's relationship with service providers.

Through negotiations and business dealings with senior executives and service provider firms, be responsible for planning, negotiating, and monitoring the delivery of identified initiatives/projects.

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 for service improvements, and provide data required to support recommendations, investment decisions and work program development
Manage the Division's delivery needs through various service providers. Prepare business/work requirements documentation to be part of the SLAs, reporting and measurement/metric requirements. Establish means to promote cost reductions and quality improvements through project delivery approach. Act as business sponsor for service needs through contract negotiations, contract approvals and reporting. Recommend and manage a process to implement new or unplanned work with service providers.

Establish a customer experience feedback structure in support of broader corporate and customer goals.
Manage and maintain project plans, develop action plans for issues, track risk mitigation plans and recommendations as necessary to advance Hydro One regulatory compliance and customer facing projects.
Manage and provide consultative services and specialized expertise in areas of business requirements development, solution approach ideation/evaluation, project delivery risk and quality assessments.
Design, develop and plan for the integration and consumer launch of new projects/initiatives. Work collaboratively with vendors to deliver an effective and award winning business outcomes.
Monitor performance data for the purpose of managing the service and maintaining customer satisfaction. Be accountable for customer satisfaction associated with delivery of these programs.
Jointly with senior executives, develop and manage 5-year business plans and budgets.
Serve as a SME business requirements development/elaboration and Customer Experience Design, maintain consistency of customer experience across multiple project delivery channels.
Perform project delivery audits, establish the system of business value release benchmarks to monitor design and delivery quality of the solutions being built. Provide guidance to the delivery teams.
Develop business cases and clearly define scope for proposed initiatives.
Work closely with executive-level service providers and Hydro One staff to facilitate required changes.
Identify, recommend, and implement change to ensure ongoing regulatory compliance, reduce costs, improve efficiencies, and implement best practice, through the customer sustainment work programs.
Introduce new processes and technology into customer delivery sustainment programs.

Managerial Leadership Accountabilities:

Setting appropriate context for subordinates (ie, 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 can produce 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 which are 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

Selection Criteria:

Requires experience in understanding 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 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 developing strategies to respond to trends, issues, conflicts and concerns.
Extensive experience in billing, contact management and regulatory compliance management roles, designing complex, large-scale solutions.
Experience with analyzing results of quantitative and qualitative research: surveys, usability testing, collaborative design sessions, web analytics. Including ability to identify actionable insights that inform critical opportunities and gaps to be addressed
Deep practical knowledge of Service Design, Design Thinking, and UX Design Strategy; demonstrated ability to use journey modelling, personas, and other techniques to define customer experience across multiple channels
Deep practical knowledge of Agile and Waterfall software development methodology
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 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 8 years and up to and including 12 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 13, 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 oversees customer-facing regulatory compliance and service initiatives to maximize shareholder value and customer experience. They are responsible for developing departmental strategy, managing service provider relationships, and utilizing data analytics to drive customer-centric program improvements.

Requirements

Candidates must have 8 to 12 years of experience in billing, contact management, and regulatory compliance within the electricity industry. A deep practical knowledge of Service Design, Design Thinking, and project management methodologies is required to lead professional teams effectively.

Skills

Customer service management
Regulatory compliance
Project management
Strategic planning
Data analytics
Service design
Design thinking
UX design strategy
Agile methodology
Waterfall methodology
Stakeholder management
Budget management
Contract negotiation
Team leadership
Performance monitoring

Benefits

Health and safety programs
Professional development
Inclusivity initiatives
Sustainability programs

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Regulatory Compliance
Electricity Transmission
Distribution
Project Management
Data Analytics
Service Design
Design Thinking
UX Design
Agile
Waterfall
SLA
Business Strategy
Budgeting
Contract Negotiation
Customer Satisfaction
Performance Metrics
Change Management
Stakeholder Engagement
Market Rules
Billing
Contact Management
Digital Media
Marketing
Customer Experience
Journey Modelling
Personas
Web Analytics
IT Platforms
Leadership

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