Senior Manager, Office of the President – Escalations Lead

Metergy Solutions; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading submetering provider in Toronto is seeking a skilled professional to lead the Office of the President function. This role focuses on resolving high-priority customer escalations and requires over 7 years of experience in customer operations. The successful candidate will effectively manage incidents, coach team members, and present insights to senior leadership. Exceptional communication and organizational skills are essential, along with a capacity to work in high-pressure situations. This position offers comprehensive health benefits and a supportive work environment.

Benefits

100% company covered health and dental benefits

Deferred Profit Sharing Plan (DPSP) and RRSP Matching

Annual fees for professional designation

Paid personal and sick days

Summer hours

Company sponsored social events

Qualifications

• Experience in high-stakes or regulated environments.
• Leadership and mentoring experience with measurable improvements.
• Ability to manage sensitive high-pressure situations.

Responsibilities

• Lead intake and resolution of complex customer escalations.
• Act as incident lead for urgent cases and coordinate stakeholders.
• Prepare reports to senior leadership summarizing case metrics.

Skills

Customer operations management

Case management

Escalation leadership

Root-cause analysis

Verbal communication skills

Written communication skills

Organizational skills

Education

7+ years of experience in relevant field

Tools

Salesforce

Jira

Power BI

Job description

A leading submetering provider in Toronto is seeking a skilled professional to lead the Office of the President function. This role focuses on resolving high-priority customer escalations and requires over 7 years of experience in customer operations. The successful candidate will effectively manage incidents, coach team members, and present insights to senior leadership. Exceptional communication and organizational skills are essential, along with a capacity to work in high-pressure situations. This position offers comprehensive health benefits and a supportive work environment.