Customer Care Manager, Utilities Operations

Jobgether; Edmonton; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

Leadership development

Unionized environment

Job summary

Partner Company in Canada seeks a Manager, Customer Care to lead front-line Service Consultants and elevate customer care across regulated and competitive utility services. You will shape service quality, develop teams, and drive performance in a unionized environment.

The role combines people leadership, operational strategy, data-driven decision-making, and cross-functional collaboration, with a focus on continuous improvement and stakeholder alignment.

Qualifications

• Post-secondary degree required; diploma may be considered.
• 5+ years in electricity/energy/utility sectors, especially billing, collections, or customer service.
• Direct leadership experience with a track record of delivering results in a fast-paced utility environment.
• Solid understanding of contact center infrastructure and utility operations.
• Demonstrated ability to lead with purpose, foster accountability, and build collaborative team cultures.
• Strong analytical skills to interpret data and drive improvements.

Responsibilities

• Lead, coach, mentor, and develop front-line Service Consultants, Support Team members, Customer Care representatives, and team leads.
• Set SMART performance objectives and monitor results to meet service quality and operational targets.
• Contribute to customer care strategies and align team activities with organizational goals.
• Foster collaboration among customer care managers and cross-functional stakeholders.
• Monitor, analyze, and report on performance metrics and adapt to changing priorities.
• Provide technical and operational expertise for efficiency projects and cross-functional initiatives.
• Review and implement changes to contact center processes, policies, and procedures.
• Oversee inbound contact center operations across regulated and competitive services.
• Lead or support recruitment and onboarding of new staff.
• Research and apply best practices by engaging with industry groups and utilities, including hybrid work and wellbeing.
• Act as a change champion for new processes and improvements.

Skills

Leadership

Customer care

Analytical thinking

Communication

Change management

Regulatory knowledge

Stakeholder management

Education

Post-secondary degree in Business / Economics / Operations Management

Tools

Genesys

CIS

Vertex

Job description

Partner Company in Canada seeks a Manager, Customer Care to lead front-line Service Consultants and elevate customer care across regulated and competitive utility services. You will shape service quality, develop teams, and drive performance in a unionized environment.

The role combines people leadership, operational strategy, data-driven decision-making, and cross-functional collaboration, with a focus on continuous improvement and stakeholder alignment.