Customer Programs & Billing Manager

Hydroone; Markham; On-site; CAD 111,000 - 143,000; Full time

Job summary

Hydro One invites applications for a Manager role to oversee customer programs such as Billing, Contact Handling, and Collections. The role focuses on building a strong team, shaping departmental strategy, and driving customer insights to improve service outcomes.

The successful candidate will manage external providers, set SLAs, and align program delivery with corporate goals, while ensuring cost efficiency and high customer satisfaction.

Qualifications

• Requires strong program management experience in customer programs.
• Demonstrates leadership with ability to build and guide teams.
• Experience using data analytics to design customer-centric programs.

Responsibilities

• Oversee and execute customer programs such as Contact Handling, Billing or Collections.
• Develop departmental strategy, team development and divisional objectives.
• Improve decision-making via customer data analytics and insights.
• Manage SLAs and relationships with internal and external service providers.
• Lead strategic direction for customer delivery and program sustainment.

Skills

Program management

Leadership

Data analytics

Education

Business administration

Tools

CRM systems

Contract management tools

Job description

Hydro One invites applications for a Manager role to oversee customer programs such as Billing, Contact Handling, and Collections. The role focuses on building a strong team, shaping departmental strategy, and driving customer insights to improve service outcomes.

The successful candidate will manage external providers, set SLAs, and align program delivery with corporate goals, while ensuring cost efficiency and high customer satisfaction.