Senior Program Manager - Business Operations & Delivery Solutions Team

BC Hydro; Vancouver; Hybrid; CAD 120,000 - 160,000; Full time

Benefits offered by this job

15 vacation days

Flexible work model

Training and development courses

Job summary

BC Hydro in Vancouver is seeking a Senior Program Manager to lead multiple cross-organizational initiatives within Customer Operations. You will provide technology leadership, strategic guidance, and senior stakeholder liaison to align business needs with solutions.

You will design program strategy, manage multi-disciplinary teams, and drive organizational change while reducing costs and improving service delivery. A PMP and experience in regulated environments strengthen candidacy.

Qualifications

• Bachelor's degree required or equivalent experience.
• PMP is an asset.
• 10+ years PM experience in complex environments.
• Experience in utility or regulated industry preferred.
• Strong communication and leadership skills.

Responsibilities

• Provide customer technology leadership and business relationship management to project/program managers and analysts.
• Lead development of new programs and initiatives with significant impact across the organization.
• Design and drive program strategy and roadmaps affecting customer services and related technology.
• Lead multi-disciplinary teams to execute projects within the Customer Service portfolio using structured performance assessment.
• Coordinate governance and changes with cross-functional partners to ensure adoption and alignment.
• Negotiate and manage partnerships with third parties to support program delivery.

Skills

Leadership

Strategic thinking

Stakeholder management

Program governance

Change management

Education

Bachelor's degree in Business/Operations/Finance

PMP designation (asset)

Job description

Hours of work: Full-time (37.5 hrs/week)

No. of positions: 1

About the job:

The Senior Program Manager is a team lead position within the Business Operations & Delivery Solutions team. Due to new and evolving Customer Operations (CEVO) business needs, we require an experienced Sr. Program Manager (P4) to lead several complex, cross-organizational initiatives and flagship projects.

What you’ll do -

• Provides customer technology leadership and business relationship management through strategic guidance, mentorship, and technical expertise to project and program managers and analysts, ensuring alignment between business needs and technology solutions.
• Leads development of new programs and initiatives, where no precedent exists; and/or where significant financial and/or corporate risks exist. Wide ranging impacts to entire customer base.
• Leads highly complex BC Hydro program strategy design, technology and business roadmaps that will impact the programs and services that we offer to BC Hydro customers and how we support them now and into the future.
• Leads multi-disciplinary teams to execute projects and programs within the Customer Service portfolio of work programs, using a structured approach to assess performance, evaluates opportunities, and implements changes.
• Leads the evaluation and implementation of government policy changes impacting customer programs, driving program design, cross-functional partner alignment, and organizational change management to ensure effective and sustainable adoption.
• Focuses on reducing internal costs by proactively seeking and implementing new innovative programs and services to keep our rates affordable for our customers.
• Negotiates agreements and develops new strategic partnerships with third party business partners.
• Provides direction to operation teams to resolve complex customer inquiries, escalations, billing issues, and rate impact analysis.
• Establishes strong relationships and communication channels with internal and external clients/partners to ensure coordination of support issues, and the maintenance of excellent customer service.
• Develops briefing notes, analyses, and reports for senior management and government.

What you bring –

• 10+ years of progressive program and project management experience leading complex technology, customer service, or operational transformation initiatives within a utility, regulated industry, or similarly complex environment.
• Demonstrated success delivering high-impact programs and strategic initiatives involving multiple business and technology partners, complex dependencies, significant organizational impact, and competing priorities.
• Strong leadership and influence skills, with experience aligning cross-functional teams, driving accountability, building trust, and achieving results through direct leadership and influence.
• Proven experience managing customer and operational technology portfolios, developing strategic roadmaps, prioritizing investments, and delivering solutions that improve customer and business outcomes.
• A Bachelor's degree in Business, Operations Management, Finance, Marketing, or a related discipline. A Project Management Professional (PMP) designation is considered an asset. Equivalent combinations of education and experience will also be considered.
• Strong expertise in program delivery, continuous improvement, and operational excellence, including Lean, DMAIC, Human-Centred Design, and change management methodologies.
• Extensive understanding of utility operations, customer service processes, and technology ecosystems, including the interdependencies between business functions, customer channels, operational processes, and enterprise applications.
• Working knowledge of regulatory, privacy, and compliance requirements, including the Electric Tariff and the Freedom of Information and Protection of Privacy Act (FOIPPA).
• Exceptional relationship management, negotiation, and communication skills, with proven ability to influence decisions and build alignment among business leaders, technology teams, and external partners.
• Excellent written and verbal communication skills, including the ability to develop executive briefings, strategic recommendations, business cases, and communications for senior leadership audiences.
• Highly developed strategic thinking, planning, analytical, and problem-solving abilities, with a track record of translating business objectives into actionable plans and delivering measurable results.

What we offer –

• A minimum of 15 paid vacation days
• Flexible work model, depending on your role type
• Training and development courses

For more information on the benefits we offer, visit bchydro.com/benefits.

What else you should know –

Don't forget to update your Candidate Profile with your current resume and copies of your certifications. This will ensure we have all the necessary information to assess your application without any delays.