As the Director of Customer Services & Operations at Toronto Hydro, you will revolutionize the customer experience from engagement to service delivery. This hybrid position focuses on compliance, strategy, and operational excellence. Your leadership will oversee key functions including customer engagement, billing, and metering while ensuring a customer-centric approach. You will use data-driven insights to streamline operations and foster an innovative culture that prioritizes high-quality service. Managing multi-functional teams, you'll aim to enhance both customer satisfaction and organizational performance. Key Responsibilities: • Lead the transformation of customer engagement and operational strategy • Utilize customer insights for continuous improvement initiatives • Oversee performance metrics for contact centers and service delivery • Drive training and process improvements for operational efficiency • Ensure regulatory compliance and customer advocacy across functions Requirements: • 15 years of progressive leadership in customer service operations • Minimum 7 years in senior roles with extensive team management • Strong experience in regulated sectors like utilities • Master’s degree in business or similar strongly preferred • Proficiency in revenue assurance and billing processes Elevate customer satisfaction and operational performance with Toronto Hydro. #J-18808-Ljbffr
Toronto Hydro Director of Customer Operations • Toronto, ON, Canada
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