Director, Customer Services & Operations

Expected Salary Range: $169082 - $211353 Annually

Target Variable Performance Pay: 25%

The salary range shown above reflects the expected  compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

The Director, Customer Services & Operations will lead the end-to-end customer experience, engagement, and operations strategy—shaping a seamless, compliant, and customer-centric journey across every touchpoint. You will bring a strong balance of strategy and execution, driving transformation, operational excellence, and data-driven innovation across customer service, billing, and metering functions. In this role, you ensure regulatory compliance and financial integrity while continuously improving how customers experience and interact with the organization. Leveraging insights and technology to simplify processes, to enhance transparency, and deliver efficient, high-quality service. You also build and inspire high-performing teams, strengthening capabilities that elevate customer satisfaction, optimize cost and performance, and reinforce trust through accurate, responsive, and reliable service delivery.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Leads customer experience transformation across engagement and operations, defining and executing an end-to-end strategy across billing, service, and usage transparency; establishes standards, service levels, and journey maps to deliver a seamless omnichannel experience.
• Drives voice-of-customer insights into actionable improvements, while managing CX risks and championing customer advocacy across regulatory, financial, and operational priorities.
• Leads transformation of customer engagement and success operations, overseeing contact centre performance (workforce, service levels, vendors, quality) and advancing digital and self-service adoption.
• Drives operational excellence through aligned training, scripting, and knowledge management, and leads continuous improvement and cost optimization initiatives (automation, AI, process simplification) using data and benchmarking to improve performance.
• Optimizes systems and processes across customer success, financial experience, and meter data management to deliver seamless, high-quality interactions and enable proactive, innovative customer engagement.
• Ensures compliance with regulatory and consumer protection requirements; leads regulatory engagement, complaint resolution, and audit readiness, maintaining strong governance and controls.
• Oversees billing, collections, revenue assurance, and meter data integrity (including AMI systems), while building high-performing, customer-centric teams and advancing capability, safety, and performance.

REQUIREMENTS:

• Post-secondary education in business administration, Engineering, Finance, Operations Management, or a related field (required). A combination of education and related experience may be considered
• Fifteen (15) years of progressive leadership experience in customer operations, customer experience, or service delivery
• Demonstrated experience of at least seven (7) years in senior leadership positions, with responsibility for leading leaders and managing large, complex, multi-functional teams, is mandatory.
• Demonstrated experience leading end-to-end customer experience strategy and transformation across multiple channels (contact centre, digital, back-office)
• Strong background in regulated industries (e.g., utilities, energy, telecommunications, financial services), with direct exposure to regulatory compliance and audits, customer protection standards, external regulator or auditor engagement
• Proven success overseeing large-scale contact centre operations, including workforce management, vendor management, and quality assurance
• Master’s degree (MBA or equivalent) (strongly preferred), ideally with a focus on strategy, leadership, or operations
• Relevant certifications (asset), such as: Customer Experience (e.g., CXPA/CCXP), Lean Six Sigma / Continuous Improvement, Project/Program Management (PMP, Agile)
• Experience managing billing, collections, and revenue assurance functions, balancing customer outcomes with financial performance
• Working knowledge of meter data management, billing systems, or similar high-volume transactional systems (preferred in utilities or analogous sectors)
• Proven leadership in digital transformation, including automation, AI, and self-service enablement
• Strong data-driven mindset with experience in analytics, performance optimization, and continuous improvement
• Demonstrated ability to lead cross-functional initiatives, drive change, and build high-performing, customer-centric teams
• Solid understanding of customer care operations, including contact centres, billing, meter data, and regulatory requirements
• Experience with large-scale technology systems, project delivery, and process optimization
• Strong business and financial acumen, with ability to balance customer experience, cost, and compliance
• Effective stakeholder and vendor management, with strong communication and problem-solving skills
• Enterprise thinker with a track record of innovation, operational excellence, and end-to-end strategy execution

TOTAL REWARDS

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

• 100% employer paid Health & Dental benefits
• 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
• Company-paid life insurance and long term disability
• Spending account to support fitness goals (e.g. gym memberships)
• Competitive paid time off (including vacation and parental leave)
• Defined Benefits Pension Plan through OMERS
• Career development and tuition reimbursement
• Exciting employee engagement and appreciation events throughout the year

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency. 

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.