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Added 2 mins ago
Senior Analyst – Operations and Assurance
Brookfield Asset Management
Toronto, ON · Brookfield Place
Full-time
Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end user technology services across all Brookfield business groups.
Added 2 mins ago
Vice President of Operations, GreyOwl
Onni Group of Companies
Vancouver, BC
Full-time
GreyOwl is seeking a Vice President, Operations to take overall leadership of the company’s day-to-day operations and help lead its next stage of growth.
Added 16 mins ago
Quality engineer (AEM)
Insight Global
Toronto, ON
$50 to $55 CAD / hour
Contract
…experiences for our customers, and shape the future of RBC's digital infrastructure…
Added 16 mins ago
Director, Technology Services
University of Toronto
Toronto, ON
$106,705 to $177,843 CAD / year
Full-time
…systems, web-enabled database systems, management of daily operations, end user support, disaster recovery, and staff IT training. Experience identifying and leveraging available…
Added 16 mins ago
Plant Manager
Stella-Jones
Gatineau, QC
Full-time
Stella-Jones is a leading manufacturer of essential infrastructure products focused on supporting utility companies and railway operators, as well as supplying big-box home improvement…
Added 16 mins ago
Supervisor, Operations - Roads/Traffic
Town of Whitby
Whitby, ON
$127,432 to $144,809 CAD / year
Full-time
Reporting to the Senior Manager, Operations - Roads & Traffic, or designate, the Supervisor, Operations - Roads & Traffic is responsible for overseeing the daily operation and supervision…
Added 17 mins ago
Infrastructure & Services Coordinator
Canadian Natural
Fort McMurray, AB
Full-time
Make your mark while you grow your career! The Infrastructure & Services Coordinator is responsible for creating solutions to overcome internal and external barriers and facilitate the…
Added 17 mins ago
Production Accounting Systems Senior Analyst
Pembina Pipeline Corporation
Calgary, AB
…and processing facilities and an oil and natural gas liquids infrastructure and logistics business. Our operations along the hydrocarbon value chain allow us to offer a full state of…
Added 17 mins ago
Chef de l'ingénierie | Head of Engineering
Valsoft Corporation
Toronto, ON
Full-time
Build and lead the engineering management layer: hire, develop, and coach engineering managers, tech leads, and senior/staff engineers, and put a durable structure beneath you.
Added 17 mins ago
Data Administrator
Aecon
Toronto, ON · Cambridge, ON
Aecon’s Corporate teams play a critical role in enabling success of Aecon’s operating sectors and major infrastructure projects across North America and internationally. Through…
Added 17 mins ago
Director, Internal Communications
Aecon
Toronto, ON
As Director, Internal Communications, you will lead our award-winning Internal Communications team and oversee the development and execution of enterprise-wide communication strategies that…
Added 17 mins ago
TSSSA Project Manager
Alstom
Saint-Bruno, QC
…metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every…
Added 32 mins ago
Temporary Full-time Distribution Coordinator
HF Sinclair
Mississauga, ON
Full-time
…assignment. Reporting to the Team Leader Warehouse and Packaging Operations, the Distribution Coordinator has lead responsibilities for the co-ordination of daily activities required to…
Added 32 mins ago
Lead Platform Engineer (DevOps & MLOps)
Shore Consulting
Toronto, ON
Full-time
Reporting to the Director, Platform Services, the Lead DevOps Engineer is a senior, hands-on technical leader responsible for building, operating, and continuously improving Afflo’s…
Added 46 mins ago
Generative AI Cloud Operations Engineer - Evinova
Evinova
Mississauga, ON
Full-time
As a Generative AI Cloud Operations Engineer for clinical trial design, planning, and operational optimization on our team, you will lead the development and management of AI operations…
Added 46 mins ago
Manager, Customer Care - Support Team
Jobgether
Canada
Full-time
This role offers an opportunity to lead customer care operations within a complex utility environment while directly shaping service quality and team performance.
Added 46 mins ago
AWS Architect, Toronto, ON (Hybrid) // Full time
AceStack
Toronto, ON
Full-time
Cross-Region Operations: Lead upcoming DR testing initiatives to ensure infrastructure and applications seamlessly restore in us-east-1 within established RTOs.
Added 46 mins ago
Procurement Analyst
Brunel
Calgary, AB
Contract
Brunel is currently seeking a Procurement Analyst who will support procurement requirements within Maintenance, Operations and other auxiliary Site Service business areas of Christina Lake…
Added 46 mins ago
Director, Technology Infrastructure & Operations
GreenShield
Windsor, ON
Full-time
Lead 24/7 infrastructure operations against defined service and performance targets. Own major incident command, problem management, operational reviews and infrastructure change…
Added 48 mins ago
Engineering Director, Nuclear
WSP
Toronto, ON
Full-time
Build the Future with Us – This is your chance to be part of a team that’s shaping Canada’s nuclear infrastructure. This pivotal role will spearhead the nuclear division, bringing a wealth…
Added 1 hour ago
R&D Project Manager
Work in Ottawa
Ottawa, ON
$110,000 to $130,000 CAD / year
Full-time
Led by Invest Ottawa, the city’s lead economic development agency, this initiative works alongside tech companies, recruiters and search firms, and community partners to spotlight the…
Added 1 hour ago
DIRECTOR - TECHNOLOGY INFRASTRUCTURE & OPERATIONS - HYBRID
Green Shield Canada
Windsor, ON
Lead 24/7 infrastructure operations against defined service and performance targets. Own major incident command, problem management, operational reviews and infrastructure change…
Added 1 hour ago
Manager, Customer Care - Support Team
Jobgether
Canada
Full-time
This role offers an opportunity to lead customer care operations within a complex utility environment while directly shaping service quality and team performance.
Added 1 hour ago
Program Manager, Network Security
Canadian Tire Corporation
Toronto, ON · Oakville, ON · Mississauga, ON · Calgary, AB
Full-time
…seeking an experienced Cyber focused technical Program Manager to lead strategic initiatives in the network and security infrastructure domain. This role will translate enterprise cyber…
Added 1 hour ago
Auto Body Repair Planner (Vaughan)
Boyd Group Services
Vaughan, ON
Full-time
At Assured Automotive, our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass…

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.

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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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