Manager, Customer Energy Management (Residential & Small Commercial Programs)

Expected Salary Range: $124055 - $155069 Annually

Target Variable Performance Pay: 15%

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.

Reporting to the Senior Manager, Energy Products and Planning, the Manager, Customer Energy Management leads the delivery of electrification, climate action, and energy efficiency programs for residential and small commercial customers. In this role, you will develop customer engagement strategies, build strategic partnerships, and advance innovative solutions that support Toronto Hydro's climate and energy objectives. Working across the organization and with external stakeholders, you will help drive the energy transition by delivering exceptional customer experiences, removing barriers to electrification, and ensuring successful program outcomes.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Lead the delivery of customer experience and account management services for residential and small commercial customer portfolios, ensuring consistent, responsive, and high-quality service outcomes.
• Oversee the design, implementation, and enhancement of climate action, electrification, and energy efficiency programs that support Toronto Hydro's strategic objectives and the energy transition.
• Build and manage strategic partnerships with customers, industry stakeholders, and clean technology providers to expand program reach and impact.
• Identify and address barriers to electrification through innovative solutions, funding opportunities, stakeholder collaboration, and customer engagement strategies.
• Provide strategic advice on customer programs, climate initiatives, and emerging industry trends while managing complex customer and stakeholder issues.
• Lead, coach, and develop a high-performing team while driving operational excellence, continuous improvement, and strong customer outcomes.
• Oversee program performance, service delivery metrics, and continuous improvement initiatives to enhance customer outcomes and maximize program effectiveness.
• Secure and leverage external funding opportunities while managing strategic partnerships that increase customer participation and support electrification goals.

REQUIREMENTS:

• Undergraduate degree business, engineering, public policy, environmental studies, or a related discipline
• Minimum seven (7) years of relevant experience in program management, service delivery (utility industry preferred).
• Advanced degree in business, environmental studies, law, and/or public policy (Preferred)
• Five (5) years of experience in process management, quality management, project management, business case development and change management
• Three (3) to Five (5) or more years people leadership experience preferred
• Experience supporting customers through hands on account management, including performance tracking, program eligibility and issue resolution
• Professional certifications in energy systems, (preferred)
• Project management professional (PMP) (preferred)
• Strong knowledge of electricity markets, regulation, systems, and technology, as well as DERs, and DSM/CDM
• Exceptional understanding of public policy at the federal, provincial, and municipal levels
• Excellent understanding of NRCan, ECCC, MOE, IESO, OEB, City of Toronto roles and climate programs
• Strong understanding of website platforms and data analysis tools\
• Strong familiarity with cleantech/energy services providers and products, especially related to buildings initiatives (e.g. heat pumps, water heaters, DERs)
• Excellent understanding of grants, loans, and other governmental programs and incentives, preferably in the energy and climate sectors
• Strong knowledge of applicable safety and legislative requirements and associated regulations and rules, both in relation to utility distribution systems and customer-owned electric facilities (e.g. Electrical Safety Authority)
• Strong stakeholder management and engagement skills; highly adept at managing politically charged situations/conversations
• Reporting and analytics methodologies, including data interpretation, trend analysis, and performance benchmarking
• Process improvement methodologies (e.g., Lean, continuous improvement, service optimization)

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

[For Hybrid Eligible Jobs Only:]

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.