Director, Customer Technology - Digital Technology Solutions

Hydro One; Toronto; On-site; CAD 180,000 - 240,000; Full time

Job summary

Hydro One seeks a Director, Customer Experience – DTS to lead end-to-end technology experiences for customers across digital channels, billing, CRM, and integrations. You will drive portfolio delivery, improve reliability, and translate enterprise strategy into concrete roadmaps with budget discipline.

This senior role requires a track record in enterprise platforms, major incident management, and transformational programs, guiding teams to predictable outcomes within approved budgets.

Qualifications

• Degree in Computer Science, Engineering, or equivalent practical experience.
• 10+ years of progressively senior technology experience, with early career time spent in the technical weeds (software development, web engineering, systems integration, or application operations).
• Strong background in web technologies, including modern web architectures and customer-facing digital platforms.
• Extensive experience with CRM platforms supporting customer interaction, workflows, and digital engagement.
• Hands‑on leadership experience with SAP S/4HANA implementations impacting customer, billing, or revenue processes.
• Proven ownership of enterprise platforms across the full lifecycle.
• Demonstrated leadership in major incident management and service recovery.

Responsibilities

• Own the technology enablement of customer experiences across digital channels, CRM, billing platforms, and supporting integrations.
• Ensure service reliability, performance, and responsiveness for customer-facing systems, including accountability for major incidents and root-cause remediation.
• Translate customer and business needs into prioritized roadmaps that balance experience improvement, risk reduction, cost, and technical sustainability.
• Translate DTS and enterprise strategy into executable plans, funded programs, and committed delivery outcomes.
• Accountable for delivering portfolios and major initiatives on time, within approved scope, and on budget, proactively managing risks, dependencies, and trade-offs.
• Oversee delivery across multiple application portfolios, including roadmaps, sustainment, enhancements, and modernization initiatives, with clear financial and delivery discipline.
• Ensure investments remain aligned to business priorities with transparent cost management, sequencing, and delivery commitments.
• Provide domain leadership for major enterprise transformations, including SAP S/4HANA implementations and CRM modernization.
• Ensure customer experience, billing, and service processes remain stable and integrated through large-scale system change.
• Accountable for application sustainment, SLAs, and continuous improvement across customer-critical systems.
• Own financial and delivery risk within the domain, ensuring cost controls, forecasting accuracy, and corrective actions are in place.
• Lead, coach, and develop managers with accountability for delivery, budgets, and outcomes.
• Build and sustain teams with strong delivery discipline and financial ownership.
• Own the Customer Experience DTS operating and project budgets, including planning, forecasting, and in-year management.
• Ensure effective CapEx and OpEx management, vendor spend control, and benefits realization.
• Hold teams and partners accountable for predictable delivery and cost transparency.

Skills

Web technologies

Customer-facing digital platforms

Leadership

Incident management

Education

Bachelor's degree in Computer Science, Engineering, or equivalent

Tools

SAP S/4HANA

CRM platforms

Web architectures

Job description

Position Summary

The Director, Customer Experience – DTS is accountable for the end-to-end technology experience supporting Hydro One’s customers, spanning digital channels, billing, CRM, integrations, service reliability, and enablement platforms. This role leads multiple customer-facing technology portfolios and managers, translating enterprise strategy into predictable delivery, resilient operations, and continuous experience improvement. The role is accountable for predictable, cost-disciplined delivery of customer ‑ critical technology initiatives, ensuring outcomes are delivered on time and within approved budgets.

The Director, Customer Experience – DTS is accountable for the end-to-end technology experience supporting Hydro One’s customers, spanning digital channels, billing, CRM, integrations, service reliability, and enablement platforms. This role leads multiple customer-facing technology portfolios and managers, translating enterprise strategy into predictable delivery, resilient operations, and continuous experience improvement. The role is accountable for predictable, cost-disciplined delivery of customer ‑ critical technology initiatives, ensuring outcomes are delivered on time and within approved budgets.

Core Accountabilities Customer Experience & Service Outcomes

• Own the technology enablement of customer experiences across digital channels, CRM, billing platforms, and supporting integrations.
• Ensure service reliability, performance, and responsiveness for customer-facing systems, including accountability for major incidents and root-cause remediation.
• Translate customer and business needs into prioritized roadmaps that balance experience improvement, risk reduction, cost, and technical sustainability.

Strategy Execution & Portfolio Delivery

• Translate DTS and enterprise strategy into executable plans, funded programs, and committed delivery outcomes.
• Accountable for delivering portfolios and major initiatives on time, within approved scope, and on budget, proactively managing risks, dependencies, and trade-offs.
• Oversee delivery across multiple application portfolios, including roadmaps, sustainment, enhancements, and modernization initiatives, with clear financial and delivery discipline.
• Ensure investments remain aligned to business priorities with transparent cost management, sequencing, and delivery commitments.

Enterprise Platforms & Transformation

• Provide domain leadership for major enterprise transformations, including SAP S/4HANA implementations and CRM modernization.
• Ensure customer experience, billing, and service processes remain stable and integrated through large-scale system change.

Operational Excellence & Risk Management

• Accountable for application sustainment, SLAs, and continuous improvement across customer-critical systems.
• Own financial and delivery risk within the domain, ensuring cost controls, forecasting accuracy, and corrective actions are in place.

People & Leadership

• Lead, coach, and develop managers with accountability for delivery, budgets, and outcomes.
• Build and sustain teams with strong delivery discipline and financial ownership.

Financial & Delivery Accountability

• Own the Customer Experience DTS operating and project budgets, including planning, forecasting, and in-year management.
• Ensure effective CapEx and OpEx management, vendor spend control, and benefits realization.
• Hold teams and partners accountable for predictable delivery and cost transparency.

Required Experience & Qualifications

Technical & Professional Background

• Degree in Computer Science, Engineering, or equivalent practical experience.
• 10+ years of progressively senior technology experience, with early career time spent in the technical weeds (software development, web engineering, systems integration, or application operations).
• Strong background in web technologies, including modern web architectures and customer-facing digital platforms.
• Extensive experience with CRM platforms supporting customer interaction, workflows, and digital engagement.
• Hands‑on leadership experience with SAP S/4HANA implementations impacting customer, billing, or revenue processes.
• Proven ownership of enterprise platforms across the full lifecycle.
• Demonstrated leadership in major incident management and service recovery.

Why This Role Matters

This role ensures Hydro One’s most critical customer and revenue‑enabling platforms—web, CRM, digital channels, billing, and S/4HANA‑integrated systems—are reliable, scalable, and continuously improving, even through large-scale enterprise transformation.