Senior Manager, Office of the President – Escalations Lead

Medium; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading submetering provider in Toronto is seeking a candidate to lead the Office of the President function, addressing high-priority customer cases. You will manage escalations, build operational procedures, and prepare reports for senior leadership, requiring 7+ years in customer operations. The ideal candidate will excel in communication and problem-solving. This role offers comprehensive benefits and career growth opportunities.

Benefits

100% company covered health and dental benefits

Deferred Profit Sharing Plan and RRSP Matching

Cover annual fees for professional designation

Paid personal and sick days

Summer hours

Qualifications

• 7+ years of experience in customer operations, case management, or escalation leadership.
• Proven leadership and measurable improvements.
• Strong verbal and written communication skills for executive reports.

Responsibilities

• Lead resolution of high-profile customer escalations.
• Build playbooks and service standards for case resolution.
• Prepare reports for senior leadership on case metrics.

Skills

Customer operations experience

Case management expertise

Leadership and mentoring

Strong communication skills

Root-cause analysis

Tools

Salesforce

Jira

Power BI

Job description

A leading submetering provider in Toronto is seeking a candidate to lead the Office of the President function, addressing high-priority customer cases. You will manage escalations, build operational procedures, and prepare reports for senior leadership, requiring 7+ years in customer operations. The ideal candidate will excel in communication and problem-solving. This role offers comprehensive benefits and career growth opportunities.