Customer Operations Manager

51646 - Multi Location - Temporary - 24-36 Months

Hiring Salary Range: $116,450.00-150,700.00 / 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!

Position Overview

The Customer Operations Manager (COM) is a senior leadership role responsible for managing a mobile crew of Design and Metering Services staff, including but not limited to Meter Readers, Meter Technicians, and Supervisors. This team is primarily dedicated to the deployment of Advanced Metering Infrastructure (AMI) 2.0 project meters across approximately 50 operations centers in the province. In addition, the team delivers a wide range of customer electrical services such as connections, upgrades, and emergency repairs. This job will require frequent travel throughout the province. 

Key Responsibilities:

Leadership and Team Management

• Lead a team of supervisors and unionized staff, providing instruction, guidance, and coaching to ensure safe and efficient work execution.
• Organize scheduling with other lines of business and assign routine and special duties as required.
• Conduct frequent field visits to monitor crew performance and provide corrective actions as needed.
• Make recommendations on staffing changes, succession planning, leadership development, and performance management.
• Approve expense reports and personnel forms as delegated.

Safety, Compliance, and Training

• Ensure staff compliance with Hydro One safety rules, work methods programs, and regulatory requirements (e.g., NERC, OEB, legal).
• Uphold the Code of Business Conduct, corporate security policies, and other relevant operational policies.
• Oversee training compliance of your team to maintain high standards of safety and operational excellence.

Operational Performance and Accountability

• Accountable for throughput and performance of assigned teams, ensuring compliance with both compliance (e.g. OEB) and business related metrics
• Manage work processes, monitor efficiency, and recommend improvements to meet Service Level Agreements (SLAs) and contractual obligations.
• Prepare and review performance reports, briefing notes, and presentations for senior leadership.

Project and Resource Management

• Contribute to job package development, reviewing estimates, designs, pricing, and timelines for improvement opportunities.
• Review and manage fleet requirements, including trucks, ATVs, snowmobiles, and boats, ensuring safe and efficient utilization.

Stakeholder Engagement

• Support teams in interactions with customers, municipalities, communities, and government agencies.
• Address escalations by providing clarity, reporting, and remedial action plans.
• Liaise with technical specialists within and outside the company to exchange data and integrate recommendations into policies and processes.

Collaboration and Policy Development

• Work cooperatively with peers across departments and participate in local and province-wide leadership meetings.
• Contribute to the formulation of new or revised policies impacting broader teams.

Emergency Response

• Lead teams during storm response and other emergency escalations as required.
• Staff leadership positions during

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 26, 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.