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Added 2 mins ago
Transaction Services, Manager
PwC Canada
Toronto, ON
Full-time
…execute, and realise value from deals. Through data driven insights we help our clients move in the right direction ensuring maximum value for their…
Added 2 mins ago
Sr. Client Success Services Program Manager
OpenText
Waterloo, ON
Full-time
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 17 mins ago
Senior Community Manager
Kabam
Vancouver, BC
Full-time
Reporting to the Lead Community Manager, the Senior Community Manager will be one of the voices and faces of our flagship game Marvel Contest of Champions. They will be responsible for…
Added 47 mins ago
Manager, Human Resources (Calgary or Edmonton)
Indigo Books & Music
Calgary, AB
$90,000 to $110,000 CAD / year
Full-time
Leverage people analytics, business insights, and workforce trends to identify opportunities and risks, informing proactive talent, engagement, and organizational decisions.
Added 1 hour ago
Campaign Manager
Insight Global
Toronto, ON · North York, ON
Full-time
…opportunity for someone with hands-on experience in Campaign Manager 360 (CM360) who is interested in digital advertising operations, reporting, and the evolving use of AI and automation…
Added 1 hour ago
Manager, Data & Evaluation
Touchstone Institute
Toronto, ON
Contract
Reporting to the Director, Strategic Implementation, the Manager leads the development and execution of data and evaluation strategies for Practice Ready Ontario. This role is responsible…
Added 1 hour ago
Integrated Commercial Marketing Manager, Football Vertical (Toronto FC & Toronto Argonauts)
MLSE (Maple Leaf Sports & Entertainment Partnership)
Toronto, ON
Full-time
It’s time to get in the game. We’re looking for an Integrated Commercial Marketing Manager, Football Vertical (Toronto FC & Toronto Argonauts).
Added 1 hour ago
Transaction Services, Manager
PwC
Toronto, ON · Calgary, AB
Full-time
…execute, and realise value from deals. Through data driven insights we help our clients move in the right direction ensuring maximum value for their…
Added 1 hour ago
Senior performance Marketing Manager
Valnet Inc.
Montreal, QC
Full-time
We’re seeking a Senior Performance Marketing Manager to own and scale our digital acquisition strategy across our brand.
Added 1 hour ago
Manager, Data Analytics - AI Enablement
Walmart Canada
Mississauga, ON
Full-time
Position Summary...The Manager, Data Analytics supports the development and implementation of data-driven strategies to optimize business performance. Responsibilities include pricing,…
Added 1 hour ago
Pricing Product Manager
BMO
Toronto, ON · YNG
Full-time
Defines business requirements for analytics and reporting to ensure data insights inform business decision making.
Added 1 hour ago
Senior Manager & Operational Risk Officer
BMO
Toronto, ON · FCP
Full-time
Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
Added 2 hours ago
Senior Manager, Events
IG Wealth Management
ON · Ontario, Canada
Full-time
The Senior Manager, Events & Experience is responsible for leveraging strategic event marketing and experience design to support the sales, distribution, and growth objectives of IG Wealth…
Added 2 hours ago
Senior Manager, Events
IG Wealth Management
MB · Manitoba, Canada
Full-time
The Senior Manager, Events & Experience is responsible for leveraging strategic event marketing and experience design to support the sales, distribution, and growth objectives of IG Wealth…
Added 2 hours ago
Senior Campaign Manager, Programmatic
Omnicom Media
Toronto, ON
Full-time
The Senior Campaign Manager, Programmatic is responsible for responsible for campaign set up, tagging and optimization. Their goal is to improve the quality and performance of our campaigns.
Added 2 hours ago
Staff Marketing Manager, Accountant Growth Marketing
Intuit
Toronto, ON
Full-time
You’ll work across the organization with internal partners like Sales, Product Marketing, Customer Success and Analytics, as well as external agencies to develop and execute high-impact,…
Added 2 hours ago
Data Science Expert
Amaris Consulting
Toronto, ON
Full-time
We are looking for a Data Science Expert to support the development of advanced data and analytics solutions within a highly regulated manufacturing environment. The successful candidate…
Added 2 hours ago
Staff Marketing Manager, Emerging Mid-Market
Intuit
Toronto, ON
Full-time
As the Demand Generation & ABM Manager, you’ll partner closely with cross-functional stakeholders to bring our account-based Marketing and demand generation strategy to life.
Added 2 hours ago
Senior Campaign Manager, Programmatic
Omnicom Media
Vancouver, BC
Full-time
The Senior Campaign Manager, Programmatic is responsible for responsible for campaign set up, tagging and optimization. Their goal is to improve the quality and performance of our campaigns.
Added 2 hours ago
Junior Data Engineer
OMD
Toronto, ON
Full-time
…solutions for OMD's highest profile clients. We work closely with analytics and strategy teams to ensure clean, reliable, useable data flows and compelling visualizations that drive…
Added 2 hours ago
Business Analyst
OMD
Toronto, ON
Full-time
The Marketing Science team is responsible for guiding the insights and analytics practice for OMD’s highest profile clients. We work closely with agency partners to shape the strategic…
Added 2 hours ago
Associate Director, Programmatic
Omnicom Media
Toronto, ON
Full-time
Manage a team of programmatic professionals (Coordinator, Campaign Manager and Sr. Campaign Manager) in ensuring all technical aspects (e.g. tactics, creative, etc.) for all campaigns are…
Added 2 hours ago
Transaction Services, Manager
PwC Canada
Calgary, AB
Full-time
…execute, and realise value from deals. Through data driven insights we help our clients move in the right direction ensuring maximum value for their…
Added 2 hours ago
Data Scientist II (Credit Risk and Product)
TD
Toronto, ON
Full-time
Analytics, Insights, & Artificial Intelligence
Added 2 hours ago
Senior Manager, Talent Acquisition Performance & Business Management
TD
Toronto, ON
Full-time
The Senior Manager, TA Performance & Business Management is accountable for answering a critical question: Are we running the Talent Acquisition function efficiently and effectively? This…

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.

Accountabilities

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Apply About employer

More about this job

Responsibilities

You will lead, coach, and develop front-line customer care professionals while managing contact center operations within a utility environment. The role involves driving operational strategy, analyzing performance metrics, and collaborating with cross-functional stakeholders to improve service delivery.

Requirements

Candidates must have a post-secondary degree in a relevant field and at least 5 years of professional experience, including leadership roles within the utility or energy sector. Proficiency in contact center systems and strong analytical, communication, and change management skills are essential.

Skills

Customer care management
Team leadership
Operational strategy
Data-driven decision-making
Performance management
Contact center operations
Process improvement
Stakeholder management
Utility sector knowledge
Change management
Analytical skills
Regulatory compliance
Coaching and mentoring
Critical thinking
Safety leadership
Microsoft Office

Benefits

Hybrid work arrangement
Professional growth and development
Leadership experience
Cross-functional exposure

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Utility Sector
Contact Center
Operations Management
Leadership
Performance Metrics
Data Analysis
Change Management
Regulatory Compliance
Genesys
CIS
Vertex
BI Dashboards
Occupational Health and Safety
Billing
Collections
Strategic Planning
Stakeholder Engagement
Process Improvement
Team Development

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