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Added 48 mins ago
Digital Marketing Specialist
RONCO Safety (PPE Manufacturing)
Toronto, ON · Greater Toronto Area, Canada
Full-time
…glove manufacturer into an international safety company with operations and team members across multiple markets, including established operations in Canada, China and…
Added 1 hour ago
Business Development & Marketing Manager
Gowling WLG
Ottawa, ON
Full-time
The local office BD & Marketing Manager works closely with the Office Managing Partner (OMP) to elevate the Firm’s visibility, reputation, and competitive position in the local market. This…
Added 1 hour ago
Administrative Coordinator, Faculty of Graduate Studies
University of Calgary
Calgary, AB
Full-time
This position reports to the Manager, Operations & Office of the Dean, with day-to-day accountability to and guidance from both the Manager and the Senior Director, Strategic Operations.…
Added 1 hour ago
CRM Campaign Coordinator
Shell
Calgary, AB
Full-time
…supporting the execution of the overall CRM and Digital Engagement strategy. This position ensures that CRM campaigns are delivered on time, with clarity, accuracy, and consistency, while…
Added 1 hour ago
RCI-ROCG-43155 Clinical Supplies Project Manager / Global Clinical Distribution Lead (Pharma/Biotech/Medical Device)
Rangam
Mississauga, ON
$43 to $45 USD / hour
Contract
Lead and participate in cross-functional and internal distribution-related projects and process improvement initiatives supporting the global distribution and PTDS strategy
Added 1 hour ago
CRM Campaign Coordinator
Shell
Toronto, ON
Full-time
…supporting the execution of the overall CRM and Digital Engagement strategy. This position ensures that CRM campaigns are delivered on time, with clarity, accuracy, and consistency, while…
Added 2 hours 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 2 hours ago
Manager, Customer Care - Support Team
Jobgether
Canada
Full-time
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.
Added 2 hours ago
Marketing and Communications Manager
pointA
Toronto, ON
Full-time
Reporting to the Executive Director, the Marketing and Communications Manager leads pointA’s integrated marketing, design, and communications function. This hands-on role aligns pointA’s…
Added 2 hours ago
Manager, Customer Care - Support Team
Jobgether
Canada
Full-time
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.
Added 3 hours ago
Marketing Operations Manager
Wyse Meter Solutions Inc
Vaughan, ON
$75,000 to $100,000 CAD / year
Full-time
Wyse is hiring a Marketing Operations Manager to transform how our marketing gets done. This is a builder's role at heart. You'll design and build the AI systems and tech stack, including…
Added 3 hours ago
Senior Silviculture Forester
Weyerhaeuser
Grande Prairie, AB
Full-time
…regional and functional partners as needed to support silviculture strategy and execution that supports safety, environmental performance, financial results, and long‑term fibre…
Added 3 hours ago
Senior Marketing Manager EHSQ
Valsoft Corporation
Remote, Canada
Full-time · Remote
TAG Software Group is seeking a Senior Marketing Manager with strong experience in B2B SaaS and/or EHSQ software, capable of owning positioning, messaging, competitive analysis, and…
Added 5 hours ago
Senior Network Administrator -CVH Telecommunication Services
Trillium Health Partners
Mississauga, ON
Full-time
…including strategic planning and project planning. Reporting to the Manager, Network and Telecom, the Senior Network Administrator will gain IT Leadership commitment for all high-level…
Added 7 hours ago
food services manager
MARBLE SLAB CREAMERY
Kelowna, BC
Full-time
Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on sales
Added 11 hours ago
Director, Sales - FSOP
Coca-Cola Canada Bottling Limited
Toronto, ON
Full-time
…application questions are answered and that you’ve spoken to your manager. Don't forget that this is a competition, so make sure your resume is up to date and that you're prepared for…
Added 12 hours ago
Manager, Centre of Excellence in Hypertension and Vascular Health
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Full-time
The Centre is seeking an experienced research professional with a strong scientific background, demonstrated leadership in complex clinical and translational research programs, and…
Added 12 hours ago
Medical Device Regulatory Specialist
Corvita Biomedical
Toronto, ON
Full-time
The Medical Device Regulatory Specialist will support Corvita's Health Canada-first regulatory program under the direct supervision of the Senior Regulatory Manager.
Added 13 hours ago
Director, Sales - FSOP
CONA Services
Toronto, ON
…application questions are answered and that you’ve spoken to your manager. Don't forget that this is a competition, so make sure your resume is up to date and that you're prepared for…
Added 13 hours ago
Director, Sales - Food Service On Premise
CONA Services
Toronto, ON
…application questions are answered and that you’ve spoken to your manager. Don't forget that this is a competition, so make sure your resume is up to date and that you're prepared for…
Added 13 hours ago
Direct Response Creative Strategist
Trivium
Remote, Canada
Remote
Own creative strategy for the brand - angle ideation, market research, brief development, script writing, and ad account analysis
Added 15 hours ago
Systems Integration Specialist
McMaster University
Hamilton, ON
Full-time
…focus on campus-wide Wi-Fi services. Reporting to the Senior Manager, IT Networks, this role leads the design, implementation, and optimization of high-performance wireless environments,…
Added 16 hours ago
Generative AI Cloud Operations Engineer - Evinova
AstraZeneca
Mississauga, ON · Canada - Mississauga
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 1 day ago
Manager, Centre of Excellence in Hypertension and Vascular Health
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Full-time
The Centre is seeking an experienced research professional with a strong scientific background, demonstrated leadership in complex clinical and translational research programs, and…
Added 1 day ago
Supply Chain Lead
Orion Mining Inc
Edmonton, AB
Contract
Project Coordinator-Market Research Operations

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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