Lead customer experience and operations at Toronto Hydro as a Director. Drive transformation, ensure compliance, and foster a high-performing environment 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 • Solid 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.

📌 Director of Customer Experience at Toronto Hydro
🏢 Toronto Hydro
📍 Toronto