Customer Operations Manager

Hydro One Networks Inc • Tweed, ON

12d • Onsite

About The Position

Hydro One is the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. With roots dating back over 110 years, the company has evolved to meet changing customer and community needs, focusing on exceptional customer service and building safe communities. This role is an exciting opportunity to join the team at Hydro One.

Requirements

• Knowledge of customer service and distribution function to supply electrical power and service to customers.
• Knowledge of customer operations sufficient to lead a staff of mixed trades.
• Knowledge of project management and human relations to negotiate effectively with customers and the public.
• Knowledge of computer applications related to distribution network systems.
• Good knowledge of English for effective communication.
• Electrical utility experience, preferably in Operations.
• Extensive experience in customer service and distribution.
• Understanding of Corporate Safety Rules, Occupational Health and Safety Act and legislative requirements, Work Protection Code, and environmental issues affecting the Corporation.
• Experience in handling complaints and dealing with retail customers, mid-sized customers, generators, LDCs, and Municipalities.
• Experience in the supervision of trades and technical staff.
• Experience in promoting and developing a teamwork environment with staff and peers.
• Experience in carrying out administrative responsibilities associated with monitoring, coordinating, and controlling the work activities of a large staff.

Nice To Haves

• Forbes recognition as one of Canada's Best Employers for 2026.
• Employer of the Year 2026.

Responsibilities

• Responsible for the provision of a wide range of customer electrical services, including connections, upgrades, and emergency repairs.
• Manage and supervise staff, organizing, scheduling, and assigning duties to clerical, technical, trades, and Society staff, ensuring work quality, accuracy, and conformity to regulations.
• Make recommendations regarding staff changes or promotions, maintain discipline, and provide advice on staff problems.
• Develop teamwork with peers and foster a teamwork environment among subordinates.
• Ensure sound environmental practices and compliance with legislation.
• Administer the general operations of assigned Operations Centres, ensuring adequate security, fire, and safety measures are in place.
• Ensure personnel receive adequate training, manage fluctuating workloads, and maintain operating efficiency.
• Participate in local and province-wide meetings to contribute to policy formulation affecting Provincial Lines and Zone operations.
• Direct the disposal of obsolete equipment, perform work standard studies, and prepare reports.
• Authorize expense reports and other personnel forms as delegated.
• Ensure adequate training for subordinates and administer pay and personnel matters.
• Supervise the technical activities of Operations Centres.
• Plan and direct day-to-day preventive and other necessary maintenance for rural lines, associated equipment, street lighting systems, rights-of-way, buildings, and grounds.
• Supervise work performed on lines above rural line voltage and be accountable for work performed.
• Plan and direct day-to-day operations related to the implementation of rural plant.
• Supervise the installation of electric service and special metering devices, and initiate requests for power meter tests.
• Direct the installation and maintenance of fuses, reclosures, breakers, repeater switches, and other safety devices according to the Zone fuse coordination plan.
• Investigate and provide details and sketches of proposed line crossings to the Zone, and direct the pole replacement program.
• May direct and be responsible for routine maintenance and minor repairs of stations within the area jurisdiction.
• May operate shops, garages, or repair depots for equipment such as vehicles, boats, and work equipment.
• Supervise Operations Centre office operations, ensuring staff follow appropriate accounting and clerical processes for billing, collections, stores, and equipment accounting.
• Prepare or supervise the preparation of reports and correspondence related to Zone operations.
• Participate in the planning of Zone capital expenditures, such as line extensions and plant betterment.
• Manage assigned work processes, monitor, evaluate, and recommend changes to ensure efficient and effective completion of work as required by Service Level Agreements or contracts.
• Contribute to and review information and estimates for negotiating/bidding on distribution work, identifying potential changes to improve the final package.
• Provide advice and recommendations on capabilities, price, service levels, and other deliverables during negotiations of Service Level Agreements or Contracts.
• Assist in discussions, problem-solving, and issue resolution with customers regarding negotiations, implementation, and ongoing work performance of Service Level Agreements or Contracts.
• Address consumer service requirements, provide advice on electrical problems, interpret wiring codes, and highlight hazards.
• Advise new customers on new construction, rates, application procedures, and costs.
• Deal with customer complaints and initiate remedial action.
• Plan local interruptions necessary for maintenance and advise affected customers and DOMC.
• Assist in the transfer of customers' supply and services to municipalities and provide technical/administrative services to municipalities.
• Arrange for exhibits, speakers, films for public meetings and participate in local public meetings to promote or defend Corporate policy.
• Foster good public relations.
• Participate in cross-functional teams to implement customer products and programs in areas such as asset planning, operations, customer relations, connections, information management, and code compliance.
• Liaise with technical specialists for data exchange and consultation, integrating recommendations into policies, processes, and products.
• Develop and implement work plans to deliver policies and products addressing customer expectations and improving customer knowledge of the deregulated electricity market.
• Provide advice and deliver communications products to external groups to assist in their understanding of regulatory codes, business policies, and strategies.
• Perform miscellaneous duties and tasks, such as processing joint use agreements or undertaking special studies.
• Manage the unit and achieve approved programs and targeted results by maintaining a capable team, ensuring subordinates are able and willing to produce desired output, assessing staff capability, conducting personal effectiveness reviews, and mentoring subordinates-once-removed.
• Set the appropriate context for subordinates, including corporate strategies, policies, accountabilities, tasks, budget, and compliance and performance targets.
• Establish an effective framework of policies and procedures for the unit's work.
• Ensure compliance with all legal and regulatory requirements, corporate policies, and procedures.
• Establish a two-way working relationship with subordinates to solicit their views on conditions, potential changes, and continuous improvement opportunities.

Benefits

• Extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability.
• Compensation based on pay-for-performance philosophy for management roles, with annual adjustments and incentive payments dependent on individual and company performance (subject to plan terms).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed