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Added 11 mins ago
Senior AI Applied Scientist II
Prenuvo
Vancouver, BC
$150,000 to $177,000 CAD / year
Lead development of foundation models and multimodal systems for whole-body MRI, advancing self-supervised and large-scale representation learning across imaging, radiology, lab, and…
Added 11 mins ago
Senior Product Designer
Trudell Medical Group
London, ON
You'll join our design team – working alongside our Product Designer and Lead Product Designer – as a senior contributor across the patient mobile app and care-team desktop app, owning…
Added 11 mins ago
Finance Manager
HEALWELL AI (TSX: AIDX)
Toronto, ON
$110,000 to $120,000 CAD / year
Full-time
…Reporting to the Corporate Controller, the Finance Manager will lead initiatives to optimize the Company's financial close, consolidation and reporting processes across a growing global,…
Added 11 mins ago
Supply Chain Operations Manager
CarbonRun
Dartmouth, NS
$80,000 to $100,000 CAD / year
Full-time
CarbonRun is hiring a Manager, Supply Chain Operations to lead feedstock sourcing, supplier management, and supply chain operations across our growing portfolio of river alkalinity…
Added 11 mins ago
Customer Success Coordinator / Coordonnateur ou coordonnatrice, succès client
Fundica
Montreal, QC
Full-time
You will work alongside the President, business development, marketing, product, software development, and funding analyst team. You will support our growth in both the US and Canada by…
Added 11 mins ago
Technical Project Manager
Xanadu
Toronto, ON
Full-time
Lead the planning and execution of technical projects from initiation through completion.
Added 13 mins ago
Store Manager-Silver-Retail
Roots
Waterloo, ON
…brand’s legacy. If you bring passion to everything you do, lead with integrity, and believe in the power of collaboration to drive growth, we’d love to have you on our…
Added 13 mins ago
Senior Financial Analyst, Internal Audit
Equitable
Waterloo, ON
Contribute to the development of the annual audit plan
Added 13 mins ago
Front of House - Server
Northland Properties
Edmonton, AB
Our restaurants are industry leaders in team development and offer unique opportunities for personal growth, regardless of where you are at in your career. You will be sure to make…
Added 13 mins ago
Principal Software Developer – AI/ML Performance Validation & Systems Testing
Advanced Micro Devices, Inc
Markham, ON
Full-time
Lead complex escalation debug - partner with development, hardware, firmware, and customer-facing teams to root-cause the hardest multi-day, multi-node, multi-component failures and convert…
Added 13 mins ago
Senior Product Manager
Ratehub
Remote, Canada
Full-time · Remote
…on the hunt for the right kind of people to join us and help lead us forward to continued…
Added 28 mins ago
Account Executive
ScalePad
Vancouver, BC
Full-time
Lead the sales journey for our clients by building strong partnerships, understanding their needs, and showcasing the value of ScalePad’s innovative solutions. You’ll receive the training…
Added 28 mins ago
Delivery Management
Synechron
Mississauga, ON
Full-time
…financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to…
Added 28 mins ago
Manager, Talent & Development, and HR Analytics
Masco Canada
St. Thomas, ON · Masco Canada - St. Thomas
Full-time
Lead the execution of key learning and development programs, including Everything DiSC assessments and training, higher education policy deployment and validation, leadership development…
Added 28 mins ago
Program Manager – 12-18 Month Contract
Masco Canada
St. Thomas, ON · Masco Canada - St. Thomas
Full-time
Lead the end-to-end management of programs, including planning, execution, monitoring, and close-out.
Added 28 mins ago
Driving Instructor, Novice (Edmonton)
AMA - Alberta Motor Association
Edmonton, AB
Full-time
…every day, and we’re looking for an Instructor, Novice to help lead that mission…
Added 28 mins ago
Staff Software Engineer, Qualcomm AI Runtime
Qualcomm
Markham, ON
Full-time
Lead new features development for Qualcomm AI Runtime SDK and collaborate with global cross functional team as part of the software development lifecycle
Added 28 mins ago
Enterprise Architect
Synechron
Mississauga, ON
Full-time
…financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to…
Added 28 mins ago
Program Manager – 12-18 Month Contract
Masco Corporation
St. Thomas, ON · Masco Canada - St. Thomas
Full-time
Lead the end-to-end management of programs, including planning, execution, monitoring, and close-out.
Added 42 mins ago
Industry Principal - Oracle Fusion Cloud
Infosys
Mississauga, ON
$109,915 to $133,581 USD / year
Full-time
Infosys is seeking an experienced and strategic Oracle Fusion Cloud Solution Architect to lead large-scale Oracle Cloud transformation programs across ERP, HCM, SCM, PPM, and EPM. The role…
Added 42 mins ago
MEAN Stack Lead
Ardent SoftSol Inc.
Vancouver, BC
$45 to $50 CAD / hour
Contract
Job Title: MERN/MEAN Stack Lead with AI expertise
Added 42 mins ago
Information Technology (IT) Manager
Kepler Communications Inc.
Toronto, ON · Greater Toronto Area, Canada
Full-time
…we’re committed to creating an environment where you can grow, lead, and make a global…
Added 42 mins ago
Sales Development Associate
KEV Group
Toronto, ON
Full-time
We are looking for a collaborative and highly engaged Sales Development Associate to join our Sales Team.
Added 42 mins ago
Senior Electrical Design Engineer & Team Lead
Kepler Communications Inc.
Toronto, ON · Greater Toronto Area, Canada
Full-time
We are looking for a Senior Electrical Design Engineer & Team Lead to support the development of the electrical and communication interface of Kepler’s satellite to advanced internal and…
Added 42 mins ago
Senior AI Engineer
CI Financial
Toronto, ON
Full-time
Design, prototype, and lead development of agentic AI systems capable of multi-step reasoning, task decomposition, and tool use to automate and support complex business workflows.

Jobgether

Manager, Customer Care - Support Team

Canada

Job type: Full-time
Posting language: English
Posted: Sep 21, 2026

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Original job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Care - Support Team based in Canada.

This role offers an opportunity to lead customer care operations within a complex utility environment while directly shaping service quality and team performance. You will manage and develop front-line customer care professionals, setting clear expectations and creating a culture of accountability, collaboration, and continuous improvement. Working across regulated and competitive services, you will help optimize contact center operations and strengthen the customer experience. The position combines people leadership, operational strategy, data-driven decision-making, and cross-functional collaboration. You will contribute to process improvements, strategic initiatives, and projects that influence long-term service delivery and operational efficiency. As a visible leader, you will work closely with internal stakeholders and external industry partners while adapting to evolving business and regulatory requirements. This is a full-time permanent opportunity offering meaningful leadership responsibility and career development within a unionized environment.

\nAccountabilities:

Lead, coach, mentor, and develop front-line Service Consultants, Support Team members, Customer Care representatives, and team leads.
Establish SMART performance objectives, monitor team results, and address performance gaps to ensure service quality and operational targets are achieved.
Contribute to customer care strategies, planned initiatives, and operational priorities while aligning team activities with broader organizational goals.
Strengthen collaboration among customer care managers and cross-functional stakeholders, understanding their needs and developing effective operational solutions.
Monitor, analyze, and report on established performance metrics while responding to changing priorities across business units and external stakeholders.
Provide technical and operational expertise for customer care efficiency projects and cross-functional initiatives that support long-term improvements and decision-making.
Review, recommend, and implement changes to contact center processes, policies, and procedures to improve service delivery, employee engagement, risk management, and regulatory compliance.
Oversee inbound contact center operations, including regulated and competitive services, as well as support calls involving first-level escalations and peer assistance.
Lead or support recruitment and onboarding activities, helping new customer care employees transition successfully from training into full performance.
Research and apply customer care best practices by engaging with industry organizations, academic institutions, and other utilities, including approaches to hybrid work and employee wellbeing.
Act as a change champion, supporting the successful adoption of new processes and operational improvements within the contact center.
Maintain strong stakeholder relationships while adapting operations to evolving customer needs, business priorities, and regulatory requirements.

Requirements:

Post-secondary degree in Business, Economics, Operations Management, or a related discipline; a diploma may be considered.
5+ years of cumulative professional experience, including direct experience within the electricity, energy, or utility sectors, particularly billing, collections, or customer service.
Prior leadership and management experience, with a demonstrated ability to lead teams and deliver results in a fast-paced utility environment.
Solid understanding of contact center infrastructure and utility operations.
Demonstrated ability to lead with purpose, establish accountability, foster innovation, and build collaborative team cultures.
Strong analytical skills, including the ability to gather and interpret complex data and use insights to inform business decisions and operational improvements.
Proven ability to manage organizational change and support the successful implementation of new business processes.
Excellent communication skills, with the ability to present complex insights clearly to both technical and non-technical audiences.
Strong critical thinking and safety leadership skills, with knowledge of regulatory environments and Occupational Health and Safety principles.
Proficiency with Microsoft Office applications, particularly Excel, Word, and PowerPoint, as well as experience with data platforms, BI dashboards, and databases.
Hands-on experience with systems such as Genesys, CIS, and Vertex.
Collaborative leadership style, strong organizational skills, and a commitment to delivering high-quality customer service and operational outcomes.
Legally entitled to work in Canada and able to meet applicable employment, background screening, and assessment requirements.

Benefits:

Full-time, permanent position based in Edmonton, Alberta.
Potential eligibility for a hybrid work arrangement, subject to business needs and applicable eligibility requirements.
80 hours of work every two weeks.
Opportunity to develop leadership experience within a unionized utility environment.
Meaningful cross-functional exposure across customer care, energy services, and other business areas.
Opportunity to influence customer experience, operational efficiency, team culture, and long-term service strategy.
Professional growth and development opportunities through involvement in strategic initiatives and operational improvement projects.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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More about this job

Responsibilities

The manager will lead, coach, and develop front-line customer care professionals while overseeing contact center operations and service quality. They are responsible for driving operational strategy, managing performance metrics, and fostering a culture of accountability and continuous improvement.

Requirements

Candidates must have a post-secondary degree in a relevant discipline and at least 5 years of professional experience, specifically within the utility or energy sector. Strong leadership, analytical, and communication skills are required, along with proficiency in contact center systems and regulatory environments.

Skills

Customer care management
Team leadership
Operational strategy
Data-driven decision-making
Performance management
Contact center operations
Process improvement
Stakeholder management
Utility operations
Change management
Analytical skills
Critical thinking
Regulatory compliance
Safety leadership
Genesys
Vertex

Benefits

Hybrid work arrangement
Professional growth and development opportunities
Meaningful leadership responsibility
Career development

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Utility Sector
Contact Center
Management
Operations Management
Billing
Collections
Performance Metrics
SMART Objectives
Regulatory Compliance
Occupational Health and Safety
Microsoft Office
Excel
BI Dashboards
Genesys
CIS
Vertex
Change Management
Stakeholder Relations
Leadership
Data Analysis
Energy Services
Unionized Environment
Hybrid Work
Employee Wellbeing

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