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
- Robust 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