Manager - Customer Care

51514 - Woodstock - Rotation - 12 Months

Hiring Salary Range: $110,500.00-169,900.00 / year

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

General:

We are looking for an inspiring, people-centred leader who is passionate about creating exceptional employee and customer experiences. The Contact Centre Manager plays a critical role in bringing our Brand Promise - Caring in Every Connection to life by fostering an environment where employees feel listened to, supported, developed, and valued.

This role leads through culture, coaching, and accountability, achieving customer experience and operational objectives through high employee engagement, leader development, and continuous improvement. The successful candidate is an experienced Customer Service Operations leader with a proven track record of leading large teams delivering inbound and outbound services, with a focus on Collections, while driving both performance excellence and meaningful cultural change.

Accountabilities:

• Lead contact centre operations in a way that reflects our Brand Promise and reinforces our customer experience strategy.
• Create an inclusive, motivating, and psychologically safe environment where employees can perform at their best and grow their careers.
• Develop, coach, and mentor team managers and team leaders to be effective people leaders who prioritize both results and employee experience.
• Partner with leaders and coaches to drive high quality customer interactions through ongoing coaching, feedback, and recognition.
• Proactively engage with team leaders, managers, coaches, and cross-functional stakeholders to identify opportunities for improvement and resolve operational or people related issues.
• Plan, oversee, and continuously improve daily contact centre operations while effectively managing operational change.
• Monitor performance metrics, trends, and customer feedback to identify pain points and drive improvements to processes, service quality, and employee experience.
• Review call quality and customer interactions to improve outcomes while balancing compliance, empathy, and care.
• Inform workforce planning and recruitment activities with a focus on attracting values-aligned talent.
• Handle escalated customer and employee concerns with professionalism, empathy, and sound judgement.
• Ensure fair, consistent, and values-based performance and attendance management, including disciplinary actions when required.
• Identify development needs, create growth plans, and support training initiatives that build capability and engagement.
• Implement and continuously improve customer service policies and procedures while ensuring regulatory and organizational compliance.
• Manage the unit and deliver approved programs and targeted results by:

• • Building a strong leadership bench through coaching, feedback, and development of team managers and team leaders.
  • Assessing current and future capability needs and proactively developing talent to meet them.
  • Conducting regular check-ins and effectiveness reviews that build trust, strengthen relationships, and support individual growth.
  • Leading change initiatives that align culture, performance, and strategy.

• Set clear context for subordinates, including strategy, expectations, performance targets, compliance requirements, and continuous improvement goals.
• Inspire, motivate, and coach leaders and staff to achieve strong results while living the Brand Promise.
• Establish and maintain an effective framework of policies, procedures, and practices that support both accountability and care.
• Foster open, two-way communication to understand employee perspectives, encourage ideas, and support continuous improvement.
• Review performance outcomes and partner with leaders to address gaps through coaching, development, and recognition.

Selection Criteria:

• Demonstrated leadership capability in managing large, represented contact centre teams in a fast paced environment.
• Proven experience coaching leaders and employees to achieve high performance while maintaining a strong employee experience.
• 5-10 years of contact centre leadership experience; collections and or billing experience strongly preferred.
• 2-5 years experience in the utilities/energy sector
• Strong change leadership skills with the ability to influence culture and behaviours.
• Excellent communication, problem solving, and relationship building skills.
• Passion for employee engagement, development, and creating inclusive, respectful workplaces.
• Experience with performance and attendance management, applied fairly and consistently.
• Experience with SAP Customer Information System (CIS) considered an asset.
• Experience working with First Nations communities and customers considered an asset.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2026"

Deadline: May 4, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

In the event you are experiencing difficulties applying to this job please consult our help page here. #LI-HIBRID

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.