Director, Customer Services & Operations

About the Role

The Director of Customer Services & Operations is responsible for leading the comprehensive customer experience, engagement, and operations strategy. This position focuses on delivering a smooth, compliant, and customer-centered experience across all interaction points including billing, service, and usage transparency. The role aims to drive transformation, operational excellence, and innovation through data insights within the customer service, billing, and metering areas, ensuring regulatory adherence and financial integrity while enhancing customer interactions and satisfaction. This leader also develops a high-performing team that improves customer satisfaction, operational efficiency, and trust through dependable and efficient service delivery.

Key Responsibilities

• Lead the transformation of customer experience by defining and implementing a seamless omnichannel strategy spanning billing, service, and usage transparency, including establishing standards, service levels, and journey maps.
• Translate customer feedback into actionable improvements, manage customer experience risks, and advocate for customers concerning regulatory, financial, and operational priorities.
• Oversee and improve customer engagement and success operations, managing contact center performance via workforce and vendor management, service standards, and enhancing digital and self-service adoption.
• Promote operational excellence by overseeing training, scripting, knowledge management, and driving continuous improvement initiatives such as automation and AI, leveraging data and benchmarking for performance gains.
• Enhance systems and processes in customer success, financial transactions, and meter data management to ensure seamless, proactive, and innovative customer interactions.
• Maintain compliance with regulatory and consumer protection standards, lead regulatory relations, complaint resolution, and audit preparedness while upholding strong governance and controls.
• Manage billing, collections, revenue assurance, and meter data integrity including advanced metering infrastructure (AMI) systems; foster team capabilities, safety, and performance.

Qualifications & Experience

• Post-secondary degree in business administration, engineering, finance, operations management, or related disciplines. Equivalent education combined with relevant experience may be considered.
• At least 15 years of progressive leadership experience in customer operations, experience, or service delivery.
• A minimum of 7 years in senior leadership roles managing complex, multi-functional teams and leading leaders.
• Proven track record in developing and executing comprehensive customer experience strategies across multiple channels including contact centers, digital platforms, and back-office functions.
• Deep familiarity with regulated industries such as utilities, energy, telecommunications, or financial services, including regulatory compliance and audit experience.
• Extensive experience managing large-scale contact center operations encompassing workforce and vendor management and quality assurance.
• Master's degree (MBA or equivalent) is highly preferred, ideally with emphasis on strategy, leadership, or operations.
• Certifications in Customer Experience (e.g., CXPA/CCXP), Lean Six Sigma, Continuous Improvement, and Project or Program Management (PMP, Agile) are advantageous.
• Experience managing billing, collections, and revenue assurance with a balance between customer outcomes and financial health.
• Knowledge of meter data management, billing systems, or equivalent high-volume transactional systems, preferably within utilities or similar sectors.
• Demonstrated leadership in digital transformation initiatives including automation, AI, and self-service implementation.
• Strong analytic skills with experience in data-driven performance optimization and continuous improvement methodologies.
• Capability to lead cross-functional projects, drive change management, and build high-performing customer-focused teams.
• Comprehensive understanding of customer care operations including contact centers, billing, meter data, and regulatory compliance requirements.
• Experience with project delivery, large-scale technology systems, and process optimization.
• Robust business and financial acumen enabling effective balancing of customer experience, operational costs, and compliance demands.
• Strong communication and problem-solving skills combined with effective stakeholder and vendor management.
• A strategic thinker with a demonstrated history of innovation, operational mastery, and successful strategy execution.

Compensation and Benefits

• Fully employer-paid health and dental insurance plans.
• Round-the-clock Employee & Family Assistance Program access and virtual healthcare services.
• Life insurance and long-term disability coverage provided by the company.
• A designated spending account supporting fitness-related expenses such as gym memberships.
• Competitive paid time off including vacation and parental leave.
• Defined Benefits Pension Plan through OMERS (Ontario Municipal Employees Retirement System).
• Opportunities for career growth and educational financial support.
• Regular employee engagement and recognition events throughout the year.

Additional Information

This position is designed for a hybrid work format, permitting remote work two days per week based on operational needs. Onsite presence is required Tuesday through Thursday. Candidates must reside in Ontario within a reasonable commute to the office.

Toronto Hydro utilizes advanced technologies, including AI tools, to enhance recruitment efficiency and fairness, with these systems supplementing human decisions to ensure equitable assessment.

Accessibility is a priority; supports and accommodations are available throughout the recruitment process. Candidates needing assistance with the application system can contact human resources to request accommodations. Submissions to the accommodation contact email will not be considered as applications.