Customer Operations Manager

Hydro One Networks Inc • Multi Location, ON

7d • CA$116,450 - CA$150,700 • Onsite

About The Position

The Customer Operations Manager (COM) is a senior leadership role responsible for managing a mobile crew of Design and Metering Services staff, including but not limited to Meter Readers, Meter Technicians, and Supervisors. This team is primarily dedicated to the deployment of Advanced Metering Infrastructure (AMI) 2.0 project meters across approximately 50 operations centers in the province. In addition, the team delivers a wide range of customer electrical services such as connections, upgrades, and emergency repairs. This job will require frequent travel throughout the province.

Requirements

• Senior leadership role
• Managing a mobile crew of Design and Metering Services staff
• Deployment of Advanced Metering Infrastructure (AMI) 2.0 project meters
• Delivery of customer electrical services such as connections, upgrades, and emergency repairs
• Frequent travel throughout the province
• Provide instruction, guidance, and coaching to ensure safe and efficient work execution
• Organize scheduling with other lines of business and assign routine and special duties
• Conduct frequent field visits to monitor crew performance and provide corrective actions
• Make recommendations on staffing changes, succession planning, leadership development, and performance management
• Approve expense reports and personnel forms
• Ensure staff compliance with Hydro One safety rules, work methods programs, and regulatory requirements (e.g., NERC, OEB, legal)
• Uphold the Code of Business Conduct, corporate security policies, and other relevant operational policies
• Oversee training compliance of your team
• Accountable for throughput and performance of assigned teams
• Manage work processes, monitor efficiency, and recommend improvements to meet Service Level Agreements (SLAs) and contractual obligations
• Prepare and review performance reports, briefing notes, and presentations for senior leadership
• Contribute to job package development, reviewing estimates, designs, pricing, and timelines
• Review and manage fleet requirements
• Support teams in interactions with customers, municipalities, communities, and government agencies
• Address escalations by providing clarity, reporting, and remedial action plans
• Liaise with technical specialists within and outside the company
• Work cooperatively with peers across departments and participate in local and province-wide leadership meetings
• Contribute to the formulation of new or revised policies impacting broader teams
• Lead teams during storm response and other emergency escalations

Responsibilities

• Lead a team of supervisors and unionized staff, providing instruction, guidance, and coaching to ensure safe and efficient work execution.
• Organize scheduling with other lines of business and assign routine and special duties as required.
• Conduct frequent field visits to monitor crew performance and provide corrective actions as needed.
• Make recommendations on staffing changes, succession planning, leadership development, and performance management.
• Approve expense reports and personnel forms as delegated.
• Ensure staff compliance with Hydro One safety rules, work methods programs, and regulatory requirements (e.g., NERC, OEB, legal).
• Uphold the Code of Business Conduct, corporate security policies, and other relevant operational policies.
• Oversee training compliance of your team to maintain high standards of safety and operational excellence.
• Accountable for throughput and performance of assigned teams, ensuring compliance with both compliance (e.g. OEB) and business related metrics
• Manage work processes, monitor efficiency, and recommend improvements to meet Service Level Agreements (SLAs) and contractual obligations.
• Prepare and review performance reports, briefing notes, and presentations for senior leadership.
• Contribute to job package development, reviewing estimates, designs, pricing, and timelines for improvement opportunities.
• Review and manage fleet requirements, including trucks, ATVs, snowmobiles, and boats, ensuring safe and efficient utilization.
• Support teams in interactions with customers, municipalities, communities, and government agencies.
• Address escalations by providing clarity, reporting, and remedial action plans.
• Liaise with technical specialists within and outside the company to exchange data and integrate recommendations into policies and processes.
• Work cooperatively with peers across departments and participate in local and province-wide leadership meetings.
• Contribute to the formulation of new or revised policies impacting broader teams.
• Lead teams during storm response and other emergency escalations as required.
• Staff leadership positions during

Benefits

• Extensive offering of programs to promote a culture of safety, wellbeing, inclusivity and sustainability
• Compensation is based on the principle of pay-for-performance compensation philosophy
• Annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms)

What This Job Offers

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