Lead customer service operations across Canada and the U.S. through workforce management, training, vendor performance, and data-informed improvement.
As Director of Service, you will shape operating strategy across contact centre operations, outsourced partners, training, and workforce management. You will develop three direct-report leaders while strengthening customer experience, accountability, and operating discipline. Metergy’s service model supports utility billing and submetering customers.
Key Responsibilities: Lead consistent, accurate, compliant service operations across Canada and the U.S.
Set strategy, performance expectations, governance, and operating rhythms.
Develop Call Centre, Vendor, and WFM Manager direct reports.
Strengthen training, onboarding, coaching, quality assurance, and knowledge management.
Use data,



feedback, call listening, and frontline insight for improvement.
Requirements: 10+ years in customer service or related service operations.
Experience leading in-house and third-party contact centre operations.
Solid understanding of metrics, service levels, quality, and escalations.
Ability to lead through coaching, trust, clarity, and follow-through.
Analytical, practical, open, motivated, and solutions-oriented approach.
Direct Metergy’s customer service operations with expertise in training, workforce management, vendor governance, and continuous improvement.

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📌 Director of Customer Service Operations (Ontario)
🏢 Metergy Solutions
📍 Ontario