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 creative 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 cutting-edge leadership and operational excellence.

📌 Director Of Customer Experience At Toronto Hydro
🏢 Toronto Hydro
📍 Toronto