Customer Experience Operations Program Manager

Enercare Inc.; Markham; Hybrid; CAD 74,817 - 118,211; Full time

Job summary

Enercare Inc. in Markham is seeking a Customer Experience Operations Program Manager to bring structure and cadence to the CX portfolio, coordinating between corporate initiatives, divisions, and vendors in a fast-paced contact centre environment.

The role will establish weekly prioritization, govern RAID logs, and provide executive-ready updates; requires a Bachelor’s degree and 5+ years in program/PMO leadership, plus strong analytical and communication skills.

Qualifications

• Bachelor’s degree in business, Finance, Operations, or a related field (or equivalent experience).
• 5+ years’ experience in program/portfolio management and/or PMO leadership, ideally in a contact centre, operations, or multi‑vendor delivery environment.
• Strong governance discipline: RAID, dependency management, change control, and executive reporting routines.
• Ability to balance competing priorities and make structured trade‑offs across delivery timelines and business outcomes.
• Ability to influence without authority and align stakeholders across corporate functions and external partners.
• Advanced analytical and communication skills: can simplify complexity into crisp decisions, actions, and next steps.

Responsibilities

• Build and maintain an integrated portfolio view connecting project reporting, priorities, and CX delivery plans.
• Establish and run a weekly cadence that clarifies Top Priorities, Next Actions, Owners, and Due Dates.
• Own intake and triage for new requests: define outcomes and size effort.
• Drive program governance: maintain RAID logs, change control, and timely escalations.
• Act as the primary go-between for CX leadership and cross‑functional teams, ensuring accountability.
• Produce executive-ready weekly status updates and portfolio dashboards translating data into insights.
• Identify recurring delivery blockers and implement standards to improve predictability.

Skills

Program/Portfolio management

PMO leadership

Governance discipline

Analytical skills

Communication skills

Stakeholder influence

Education

Bachelor’s degree in business, Finance, Operations, or related field

Tools

Power BI

Jira/Confluence

Smartsheet/MS Project

Job description

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Customer Experience Operations Program Manager

Status: Regular, Full Time

Department: Customer Experience

Location: Markham – 4 days in office (Occasional travel may be required)

Compensation: $74,817 - $118,211

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Job Summary

Enercare is seeking a highly organized, outcomes-driven leader to bring structure, cadence, and transparency to the Customer Experience (CX) portfolio. This role acts as the Customer Experience day-to-day program “engine” and connector ensuring alignment across corporate initiatives, divisional priorities, and internal CX deliverables. Operating in a fast-paced contact centre environment with both internal corporate partners and external vendors across multiple geographies, you will establish disciplined weekly prioritization and “reset” routines, drive governance and decision-making, and ensure leadership has a clear, reliable view of what’s in flight, what matters most, and what’s blocked.

Key Responsibilities

• Build and maintain a single, integrated portfolio view that connects corporate project reporting, divisional priorities, and internal CX delivery plans (scope, timelines, owners, dependencies, milestones).
• Establish and run a weekly operating cadence (prioritization, resets, decision logs) that drives clarity on Top Priorities, Next Actions, Owners, and Due Dates.
• Own intake and triage for new requests: clarify problem statements, define outcomes, size effort, document trade-offs, and route decisions to the right forums.
• Drive program governance: maintain RAID logs (Risks, Assumptions, Issues, Dependencies), manage change control, and ensure escalations are timely, fact-based, and decision ready.
• Act as the primary “go-between” for Customer Experience leadership and cross‑functional teams (Operations, DS&A/Reporting, IT, Finance, Procurement, Legal, Vendor partners), ensuring follow‑through and closed‑loop accountability.
• Produce executive‑ready weekly status updates and portfolio dashboards that translate delivery data into clear, action‑oriented insights.
• Identify recurring delivery breakdowns (handoffs, ownership, competing priorities) and implement simple standards/templates to improve predictability.

Qualifications

• Bachelor’s degree in business, Finance, Operations, or a related field (or equivalent experience).
• 5+ years’ experience in program/portfolio management and/or PMO leadership, ideally in a contact centre, operations, or multi‑vendor delivery environment.
• Strong governance discipline: experience with RAID, dependency management, change control, and executive reporting routines.
• Ability to balance competing priorities and make structured trade‑offs across delivery timelines and business outcomes.
• Ability to influence without authority and align stakeholders across corporate functions and external partners.
• Advanced analytical and communication skills: can simplify complexity into crisp decisions, actions, and next steps.

Preferred / Assets

• PMP, PgMP, PMO/Agile certifications or equivalent experience in scaled delivery environments.
• Experience with portfolio tooling and reporting (e.g., Power BI, Jira/Confluence, Smartsheet/MS Project).
• Exposure to contact centre transformation programs, vendor/BPO operations, and CX modernization initiatives.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.