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Manager, Customer Energy Management (Large Customers) Posting Date:

Oct 2, 2026

Location:

Toronto, ON, CA

Expected Salary Range

: $124055 - $155069 Annually

Target Variable Performance Pay: 15%

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

Reporting to the Senior Manager, Customer Growth & Partnerships, the Manager, Customer Energy Management (Large Customers) leads a team responsible for strategic account management, customer engagement, and the delivery of exceptional customer experiences for Toronto Hydro's municipal, academic, schools, healthcare (MASH), and industrial customers. In this role, you will build trusted customer relationships, develop engagement strategies, and advance initiatives that support electrification, sustainability, resilience, and economic development objectives. Working collaboratively across the organization and with external partners, you will help customers navigate a rapidly evolving energy landscape by delivering integrated solutions, resolving complex challenges, and advancing Toronto Hydro's customer experience, climate action, and growth priorities.

T his posting is for an existing vacancy.

KEY RESPONSIBILITIES:

Lead the delivery of exceptional customer experiences and strategic account management activities for Toronto Hydro's municipal, academic, schools, healthcare (MASH),



and industrial customer portfolio.

Build and maintain trusted relationships with customers, stakeholders, government agencies, and community partners while serving as the senior escalation point for complex customer issues and emerging opportunities.

Oversee the development and delivery of customer programs, services, and engagement initiatives that support electrification, climate action, resilience, sustainability, and growth objectives.

Provide strategic advice to customers and senior leadership on customer priorities, industry trends, regulatory developments, and opportunities that advance organizational goals.

Collaborate across Toronto Hydro and with external partners to deliver integrated customer solutions, align priorities, and drive continuous improvement in customer experience, electrification, and service delivery.

Lead, coach, and develop a high-performing team while fostering a culture of safety, accountability, collaboration, and customer excellence.

REQUIREMENTS:

Undergraduate degree business, engineering, environmental studies, or a related discipline

Minimum seven (7) years of relevant experience in program management, service delivery (utility industry preferred).

Five (5) years of experience in process management, quality management, project management, business case development and change management





Three (3) to Five (5) or more years people leadership experience preferred

Experience supporting customers through hands on account management, including performance tracking, program eligibility and issue resolution

Professional certifications in energy systems, (preferred)

Project management professional (PMP) (preferred)

Strong knowledge of electricity markets, regulation, systems, and technology, as well as DERs, and

Excellent understanding of IESO, OEB, City of Toronto roles and climate programs

Strong understanding of data analysis tools

Strong familiarity with cleantech/energy services providers and products, especially related to buildings initiatives (e.g. heat pumps, water heaters, DERs)

Strong knowledge of applicable safety and legislative requirements and associated regulations and rules, both in relation to utility distribution systems and customer-owned electric facilities (e.g. Electrical Safety Authority)

Strong stakeholder management and engagement skills; highly adept at managing politically charged situations/conversations

Reporting and analytics methodologies, including data interpretation, trend analysis, and performance benchmarking

Process improvement methodologies (e.g., Lean, continuous improvement, service optimization)

Superior and demonstrated customer experience and service skills, including customer issue resolution and escalation management

Large volume operational experience, and project and process management skills

Strong analytical and critical thinking skills (including data accuracy, integrity, and appropriate interpretation)

Solid customer and

📌 Manager, Customer Energy Management (Winnipeg)
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