Lead customer experience and operations at Toronto Hydro as a Director. Drive transformation, ensure compliance, and foster a high-performing workplace in a hybrid setting.

In this senior leadership role, you will shape the customer journey by implementing an end-to-end strategy that integrates billing and service transparency. Utilize voice-of-customer insights to manage risks and enhance advocacy, all while optimizing operational excellence through innovative solutions, including AI and automation.

Key Responsibilities:
• Transform customer engagement and operations strategies
• Establish service levels and journey maps for seamless experiences
• Manage contact center performance and digital adoption




• Drive continuous improvement and cost optimization initiatives
• Ensure compliance and effective governance across operations

Requirements:
• 15 years of leadership experience in customer operations
• 7 years in senior roles managing large teams
• Strong background in regulated industries
• Proven success in managing large-scale contact centers
• Preferred Master’s degree in a related field

Elevate Toronto Hydro's customer services through innovative leadership and operational excellence.
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📌 Director of Customer Experience at Toronto Hydro (Ontario)
🏢 Toronto Hydro
📍 Ontario