Job FunctionThis role will serve to maximize shareholder value and customer experience by overseeing and executing our digital channels such as website, customer portals, mobile applications, chat and interactive voice. Assist with the definition of the Departmental strategy, develop team and Divisional objectives. Improve decision-making capabilities through increased use of customer data and analytics to design more customer-centric programs and offerings.Specific AccountabilitiesAccountable for all aspects of delivering & executing the customer-facing digital channels program.Build necessary team, strategy and processes to effectively and efficiently deliver the program.Design and develop strategy for outsourcing and managing SLAs and the Division's relationship with service providers.Set external communications positioning for business activities and new communication programs or needs.Plan, negotiate and monitor the delivery of digital service channels through negotiations with senior executives at service provider firms.Contribute to an annual customer satisfaction program related to Hydro One Networks customer service activities.Source external suppliers as required, implement surveys or other methods of data collection, analyze and interpret data.Recommend areas of dissatisfaction for service improvements, support investment decisions and work program development.Prepare work requirements documentation for SLAs, reporting and measurement/metric requirements.Promote cost reductions and quality improvements through contracts.Act as contract manager for service needs including contract negotiations, approvals and reporting.Implement new or unplanned work with service providers.Establish a customer experience feedback structure in support of broader corporate and customer goals.Manage and maintain project plans, develop action plans for issues, track risk mitigation plans and recommendations.Provide consultative services and specialized expertise in web usability, consumer experience, and digital storytelling.Design,



develop and plan for the integration and consumer launch of new e-tools and collaborate with vendors for an effective digital platform.Monitor performance data to manage service and maintain customer satisfaction.Develop and manage 5-year business plans and budgets with senior executives.Serve as SME in User Experience (UX) and Customer Experience (CX) Design, maintain consistency of CX across channels.Perform UX audits, establish UX benchmarks to monitor design quality and guide delivery teams.Develop business cases and define scope for proposed initiatives.Work closely with executive-level service providers and Hydro One staff to facilitate required changes.Recommend and implement changes to ensure ongoing regulatory compliance, reduce costs, improve efficiencies.Introduce new processes and technology into customer delivery sustainment programs.Managerial Leadership AccountabilitiesSet appropriate context for subordinates: strategies, policies, accountabilities, tasks, budget, program expectations, continuous improvement triggers.Ensure compliance of own and subordinates’ work with legal and regulatory requirements, policies, procedures and industry practices.Establish a two-way working relationship with subordinates to solicit views on conditions and potential changes.Create continuous improvement program opportunities.Maintaining a Team of Subordinates who Can Produce the Required OutputsAssess staff capability to produce desired outputs now and in the future.Conduct personal effectiveness reviews to build relationships, trust and improve effectiveness.Provide leadership so that they collaborate competently with full commitment.Translate the Department's goals and objectives into a clear direction for operations.Communicate that direction to staff.Define specific tasks for subordinates to achieve desired results and accommodate changes.Providing a Secure and Healthy Work EnvironmentProvide subordinates with knowledge, skills, information,



work procedures and equipment to protect safety and contribute to health.Create a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfied.Support and value diversity; maintain a harassment-free environment.Ensure subordinates comply with legal and regulatory requirements, local policies and procedures, accepted practices related to their work.Selection CriteriaKnowledge of disciplines such as business administration, social sciences, digital media and marketing to build customer relationships.Extensive experience in UX and CX management, designing complex, large-scale solutions.Experience in analyzing qualitative and quantitative research (surveys, usability testing, collaborative design sessions, web analytics) and identifying actionable insights.Deep practical knowledge of Service Design, Design Thinking, and UX Design Strategy; use of journey modelling, personas, etc.Deep practical knowledge of Agile and Waterfall software development methodology.Extensive experience with customer-facing initiatives and project management emphasizing Customer Care and associated IT platforms.Business focus – translate business objectives into requirements and solutions.Extensive demonstrated leadership and managerial competency – establish priorities and adapt to change.Knowledge of electricity industry structure, market and code changes and their impacts on customers.Demonstrated ability to supervise, foster positive working relationships and lead teams, including performance monitoring and feedback.Professional experience: over 8 years and up to 12 years is considered necessary.Job SegmentTelecom, Telecommunications, Compliance, User Experience, Technology, Legal, Customer ServiceApplication DetailsLocation: Markham, ON, CASalary Range: $110,500.00–$143,000.00 / yearPosting Date: Apr 24, 2026Application Deadline: May 11, 2026If you are having difficulty using our online application system and need an accommodation due to a disability, please email [email protected]. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.This posting is for an existing vacancy.#J-18808-Ljbffr

📌 Manager - Customer Care - $110,500 - $143,000 A Year (Winnipeg)
🏢 Hydro One
📍 Winnipeg