Team Lead, Digital Channels

Enbridge • Salt Lake City, UT

5d • Hybrid

About The Position

Are you passionate about digital transformation and leading teams to success? At Enbridge, we are looking for a dedicated and ambitious individual to join our team as a Team Lead Digital Channels. This role offers an outstanding opportunity to drive world-class digital initiatives and customer experiences across web, mobile, IVR, and chat (bot and live) channels. If you're ready to lead a dynamic team and drive digital excellence, we want to hear from you. Apply today and become a part of Enbridge’s journey towards crafting flawless digital experiences for our customers!

Requirements

• Related Associate's degree and minimum of seven or more years of directly related experience OR equivalent combination of formal education, certification and experience.
• Proven leader with a track record of successfully implementing digital channel strategies.
• Strong communicator and collaborator, capable of encouraging a team-oriented environment.
• Expertise in managing multi-time zone teams and complex project deliveries.
• Adept at bringing to bear customer insights and analytics to drive decision-making.
• Detailed understanding of compliance requirements and guidelines in digital channel management.
• Ability to balance strategic vision with tactical execution.

Responsibilities

• Own responsibility for planning, delivering, and continuously improving customer‑facing experiences
• Lead, mentor, and develop a team of 3-5 product owners/business analysts; set goals, remove impediments, and grow digital/channel expertise.
• Encourage a culture of cooperation across regions, ensuring agreement on priorities and adherence to regional regulations (e.g., privacy, accessibility).
• Manage distributed teams in multiple time zones; implement communication rhythms and paths for addressing blocking issues for delivery.
• Own and prioritize a multi-channel roadmap using customer impact, compliance risk, and value sizing; maintain transparent status and important metrics.
• Plan and manage simultaneous projects (Agile and hybrid), from discovery through release and post-production validation across Canadian and U.S. markets.
• Provide guidance on call flows and containment goals for IVR; ensure alignment with both Canadian and U.S. telephony regulations.
• Define proactive intents and dialog policies for chatbots; optimize bot containment and handoff to live agents; embed sentiment analysis across regions.
• Deliver groundbreaking, customer-focused online/mobile experiences; identify task-based journeys (meter reads, payments, appointments, service requests) with accessibility and innovative CX.
• Support CX metrics (CSAT/NPS, First Contact Resolution, Containment, Deflection, Conversion); instrument dashboards and operational reporting.
• Drive A/B tests and experiment pipelines; translate insights into backlog priorities.
• Incorporate adherence and audit readiness for Canadian and U.S. privacy regulations; keep records, approvals, and traceability for releases and vendor deliverables.
• Coordinate change management and training for front-line teams in both regions.
• Manage relationships with platform vendors and offshore partners; negotiate scope, SLAs, and success criteria for multi-jurisdictional deployments.
• Facilitate cross-border forums with Operations, IT Architecture/Security, Regulatory Affairs, and Finance; align on readiness, risk, and resourcing.

Benefits

• A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability
• A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
• Valuable retirement savings plans, including a savings plan with company stock as an investment option
• Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
• An Employee and Family Assistance Program
• A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social and financial well-being
• Enbridge’s FlexWork (hybrid work model) offers eligible employees the option to work from home on Wednesdays and Fridays, opt for a compressed workweek schedule, and have flexible start and end times.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree