Manager - Customer Care

51541 - Markham - Regular 

Hiring Salary Range: $110,500.00- $143,000.00 / year

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly  1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

This 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 Accountabilities:

This role will be accountable for all aspects of delivering & executing the customer facing digital channels program. The Manager is accountable to build the necessary team, strategy and processes to effectively and efficiently delivery the program. The Manager is accountable to design and develop strategy for outsourcing and managing SLAs and the Division's relationship with service providers, and also for a role to set the external communications positioning for business activities and new communication programs or needs.

• Through negotiations and business dealings with senior executives at the service provider firms, be responsible for planning, negotiating, and monitoring the delivery of digital service channels.

• Contribute to 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. Establish customer needs, expectations and drivers for satisfaction. Recommend areas of dissatisfaction for service improvements, and provide data required to support recommendations, investment decisions and work program development
• Manage the Division's delivery needs through various service providers. Prepare work requirements documentation to be part of the SLAs, reporting and measurement/metric requirements. Establish means to promote cost reductions and quality improvements through contracts. Act as contract manager for service needs through contract negotiations, contract approvals and reporting. Recommend and manage a process to 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 as necessary to advance Hydro One digital projects.
• Manage and provide consultative services and specialized expertise in areas of web usability, consumer experience, and digital storytelling.
• Design, develop and plan for the integration and consumer launch of new e-tools Work collaboratively with vendors to deliver an effective and award winning digital platform.
• Monitor performance data for the purpose of managing the service and maintaining customer satisfaction. Be accountable for customer satisfaction associated with delivery of these programs.
• Jointly with senior executives, develop and manage 5-year business plans and budgets.
• Serve as a SME in User Experience (UX) and Customer Experience (CX) Design, maintain consistency of CX across multiple channels.
• Perform UX audits, establish the system of UX benchmarks to monitor UX design quality of the solutions built. Provide guidance to the delivery teams.
• Develop business cases and clearly define scope for proposed initiatives.
• Work closely with executive-level service providers and Hydro One staff to facilitate required changes.
• Identify, recommend, and implement change to ensure ongoing regulatory compliance, reduce costs, improve efficiencies, and implement best practice, through the customer sustainment work programs.
• Introduce new processes and technology into customer delivery sustainment programs.

Managerial Leadership Accountabilities:

• Setting appropriate context for subordinates (ie, strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations from continuous improvement, etc) setting an effective framework of policies and procedures for the work of the unit
• Knowing and ensuring own and subordinates' compliance with all legal and regulatory requirements, and all policies and procedures, and generally accepted practices relating to the work of the business
• Establishing a two-way working relationship with subordinates to solicit their views on conditions and potential changes affecting their work, and establishing continuous improvement program opportunities

Maintaining a team of subordinates who can produce the outputs required:

• Ensuring subordinates are able and willing to produce the desired output -assessing staff capability to do the required work now and in the future
• Conducting personal effectiveness reviews of subordinates to build relationships, trust, and to improve their effectiveness Providing leadership to subordinates so that they collaborate competently, and with full commitment with each other in pursuing the goals set:
• Translating the Department's goals and objectives into a direction which guides the operation of the business
• Communicating that direction to staff
• Defining specific tasks for subordinates which are required to achieve the desired results and/or to accommodate the changes required within the business operations

Providing a safe and healthy work environment:

• Providing subordinates with appropriate knowledge, skills, information, work procedures and equipment to facilitate responsible behaviour which will protect their safety and contribute to their health
• Providing a work environment and facilities where health and safety incidents are minimized and employees are not dissatisfied
• Providing a work environment that supports and values diversity and is free from harassment
• Knowing and ensuring that subordinates comply with all legal and regulatory requirements, local policies and procedures, and generally accepted practices related to their work

Selection Criteria:

• Requires a knowledge of such disciplines as business administration, social sciences, digital media and marketing to establish and maintain good customer and public relationships including resolving customer complaints and concerns, identifying emerging trends and developing strategies to respond to trends, issues, conflicts and concerns.
• Extensive experience in UX and CX management roles, designing complex, large-scale solutions.
• Experience with analyzing results of quantitative and qualitative research: surveys, usability testing, collaborative design sessions, web analytics. Including ability to identify actionable insights that inform critical
• Deep practical knowledge of Service Design, Design Thinking, and UX Design Strategy; demonstrated ability to use journey modelling, personas, and other techniques to define customer experience across multiple channels
• Deep practical knowledge of Agile and Waterfall software development methodology 
• Requires extensive knowledge in working with customer facing initiatives.  Demonstrated experience with handling business management and project management issues with specific emphasis on Customer Care and associated IT platforms and applications.
• Business focus – ability to understand business objectives and translate them into requirements and solutions.
• Extensive demonstrated leadership and managerial competency in managing a team of professionals, establishing priorities and adapting to changing conditions.
• Requires experience in understanding developments and changes with respect to electricity industry structure and market rule and code changes and their corresponding impacts on customers.
• Requires a demonstrated ability to supervise, foster positive working relationships and the ability to provide effective team leadership, including performance monitoring, evaluation and feedback.
• A period of over 8 years and up to and including 12 years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2026"

Deadline: May 11, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy. 

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.