Manager Customer Experience

Independent Electricity System Operator; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player in Ontario's energy sector seeks a Manager for Customer Experience. This pivotal role involves shaping customer engagement strategies and enhancing relationships across diverse market participants. You will lead a team dedicated to improving customer experiences while managing operational goals and processes. Join a collaborative environment that values your unique skills and offers opportunities for growth. If you're passionate about making a meaningful impact in the energy sector, this is the perfect opportunity for you.

Benefits

Best-in-class benefits

Flexible workplace

Regular feedback and coaching

Collaborative team environment

Qualifications

• 4-year degree in relevant field required.
• Leadership experience in managing teams and budgets.

Responsibilities

• Develop and lead customer experience strategies.
• Manage and coach staff to support customer engagement.
• Identify and resolve customer issues and challenges.

Skills

Relationship Management

Strategic Thinking

Leadership

Analytical Skills

Communication Skills

Problem Solving

Education

4-year University degree in energy, public policy, business administration, environmental studies or a technical discipline

Job description

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Company: Independent Electricity System Operator

INDEPENDENT ELECTRICITY SYSTEM OPERATOR (IESO)

Requisition ID: 20380

Location: Toronto

Status: Temporary

Business Unit: Corporate Relations, Engagement and Strategy

Why join us?

You’ve got great skills. And you want to use them in an organization where you know what you do every day matters. We get that.
We also know that ensuring Ontarians have access to affordable and reliable power doesn’t happen by accident. So we give you the tools, flexibility and support you need to achieve your goals, and development opportunities to help you grow. You’ll thrive in a collaborative, team-based environment that values your unique skills and experiences – and recognizes that when you do better, we become even better too.

Why join us?

You’ve got great skills. And you want to use them in an organization where you know what you do every day matters. We get that.
We also know that ensuring Ontarians have access to affordable and reliable power doesn’t happen by accident. So we give you the tools, flexibility and support you need to achieve your goals, and development opportunities to help you grow. You’ll thrive in a collaborative, team-based environment that values your unique skills and experiences – and recognizes that when you do better, we become even better too.

Who we are

The Independent Electricity System Operator (IESO) works at the centre of the province’s power system, ensuring Ontarians have access to reliable and cost-effective electricity when and where they need it. We operate the province’s electricity grid 24/7, design, run and oversee the wholesale electricity markets, and plan and prepare to meet Ontario’s electricity needs – now and into the future.

The opportunity

The Manager, Customer Experience will play an instrumental role in shaping the IESO’s long term direction during this exciting time of energy transition. Reporting to the Senior Manager, Sector and Customer Engagement, this role develops and leads all customer experience strategies, operational goals, processes, and mechanisms to support and guide the customer journey.

The Manager, Customer Experience will lead a team of individuals dedicated to building and improving relationships and experiences with market participants, associations and broad and diverse sector participants in support of the IESO’s mandate of being a trusted advisor within Ontario’s electricity sector.

What you'll do

• Develop and lead all customer experience strategies
• Develop and implement an account management strategy comprised of proactive outreach and relationship building activities with key influencers at senior levels of IESO customers and associations
• Lead and/or oversee the coordinated resolution of customer issues and challenges
• Identify enterprise risk management strategies to support responses to customer issues and challenges and champion resolutions
• Review the effectiveness of existing processes for Customer Experience responsibilities (customer inquiries, communications, facilitation of resolution, outreach and 1:1 customer meetings), recommend changes and lead the development and maintenance of solutions
• Identify customer training and education opportunities that will assist customers with their participation in the market and energy sector.
• Develop and sustain strong collaborative partnerships with external sector, internal business leaders and key stakeholders
• Manage and coach staff and their work in support of customer engagement principles, processes and mechanisms.
• Work with the Senior Manager to further IESO’s strategic objectives surrounding stakeholder engagement, customer experience and energy sector leadership.

What you need to succeed

Required

• 4-year University degree in energy, public policy, business administration, environmental studies or a technical discipline
• Demonstrated relationship management, strategic thinking, strong ability to work collaboratively both inside and outside of an organization and excellent interpersonal and political acumen
• Leadership experience in creating high-performing teams, managing work and outcomes and financial acuity to manage team budget
• Excellent analytical, problem solving, conceptual and forward-thinking skills
• Exceptional communication skills and ability to research and condense information for different audiences
• Exceptional tolerance for change and ambiguity
  

Assets

• Understanding of the energy industry and IESO-administered markets, typically acquired through minimum 10 years of work in the energy sector
• Personal alignment with IESO’s values

What’s in it for you

• A comprehensive total rewards program, including best-in-class benefits and a flexible workplace
• A challenging, fast-paced and collaborative team environment, where your perspectives and experiences matter
• Leaders who support your growth and success through regular feedback and coaching
• The opportunity to work with some of the brightest minds in the industry
  

Deadline: May 22 2025

For future reference, please ensure to save a copy of the job description as it will no longer be available once the posting closes.

At the IESO, we know that achieving great results depends on embracing diversity by attracting, developing and retaining people from a wide variety of backgrounds. We do this by ensuring our recruitment and advancement policies are fair and equitable, and by creating an accessible and inclusive environment – one that values every team member’s unique skills and experiences and ensures they have the support they need to achieve their potential. If you require accommodation during the recruitment process, please let us know.

We thank you for your interest in a career at the IESO, but we will only contact those candidates selected for an interview.

Note: The successful candidate must be eligible to work in Canada and will be subject to a background check.

The IESO offers a hybrid work model program to most of our employees, based on business needs. Individuals participating in the program can work an average of three days per week remotely within Ontario. It also offers three flex weeks when individuals can work remotely within Ontario . When working in the office, you will be located at our Mississauga, Toronto, or Oakville location.

Join our talent community

Sign up for talent community; stay in touch, find out about new opportunities – and discover how you can make a difference.Discover how we use our expertise and commitment to deliver reliable and affordable electricity to Ontario’s businesses and communities, and how we’re innovating to secure a stronger energy future for all Ontarians.Visit Careers at IESO and be sure to follow us on LinkedIn .

Find out why we were selected as Greater Toronto’s Top 2024 Employers , and what we offer.