Manager, Consumer Affairs & Insights

Ontario Energy Board • Toronto, ON

6d • CA$145,349 - CA$187,971

About The Position

The Ontario Energy Board (OEB) is seeking a Manager for Consumer Affairs & Insights. This role reports to the Director, Consumers and is responsible for overseeing the entire consumer inquiries and complaints process, from initial intake to escalated resolution. The Manager will lead a team that handles inquiries via phone, online chat, and written correspondence, ensuring accurate, timely, and compliant service within the energy sector's regulatory framework. The position involves providing leadership and strategic direction, utilizing consumer data and insights to enhance service delivery and inform decision-making. A key aspect of this role is fostering a collaborative, inclusive, and high-performing team culture that aligns with the OEB's mission and values.

Requirements

• 7 years of experience in a consumer relations or call centre environment, preferably unionized
• 3–5 years of management experience in a regulated industry, public sector, or utility setting
• Strong analytical and problem solving skills, with experience using data to drive improvements
• Excellent communication, leadership, and interpersonal skills
• Proficiency in Microsoft Office
• Passion for delivering high-quality, accessible, and responsive customer service

Nice To Haves

• Knowledge of relevant legislation (e.g., FIPPA, AODA) is an asset
• CRM experience preferred
• Bilingualism (English and French) is an asset.

Responsibilities

• Lead and motivate teams responsible for front line intake and escalated complaints resolution, ensuring seamless service delivery
• Oversee the handling, tracking, and resolution of consumer enquiries and complaints.
• Manage escalated and sensitive issues with professionalism and sound judgment
• Foster a positive, inclusive work environment focused on service excellence, teamwork, and continuous improvement
• Train and coach staff on effective communication, de-escalation strategies and complaint resolution.
• Analyze contact centre interaction data to identify trends, risks, and opportunities for improvement
• Develop reports and insights to support senior leadership decision making
• Ensure compliance with privacy (FIPPA) and accessibility (AODA) requirements
• Collaborate with internal teams (e.g., IT, Communications, Policy) to align service delivery with organizational priorities
• Support process improvements, including system enhancements and CRM optimization

Benefits

• The Ontario Energy Board is proud to be recognized as one of Greater Toronto’s Top Employers for four years running.
• Fostering a workplace culture that attracts top-tier professionals passionate about shaping Ontario’s energy future.
• Commitment to helping deliver clean, reliable, affordable and secure energy that enables economic growth across the province.
• One OEB culture promotes a values-driven, collaborative workplace where diverse perspectives come together to deliver regulatory excellence.
• Encourage curiosity and agility in an environment that is grounded in mental health, wellbeing and a foundational commitment to Diversity, Equity and Inclusion.

What This Job Offers

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