Director, Customer Service

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation's Capital, our work powers the essential activities that make up our lives at work and at play. And as Ontario's largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are seeking a Director, Customer Service, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.

Are you ready to make a difference in our community?

JOB SUMMARY

The Director, Customer Service provides strategic and operational leadership for all aspects of Hydro Ottawa's customer experience. This includes overseeing billing, collections, service desk, customer care, call center operations, customer data analytics and customer experience. The Director, Customer Service is accountable for developing and executing customer service strategies, programs, projects, and initiatives that enhance the customer experience, improve operational efficiency, and drive digital transformation, ensuring alignment with Hydro Ottawa's strategic goals, customer service standards, and evolving customer needs. The Director, Customer Service possesses a strong understanding of industry best practices, data-driven decision making and emerging technologies in customer service, with a proven ability to drive continuous improvement and innovation within the customer service organization and external stakeholders.

MAJOR RESPONSIBILITIES

• Develop and mentor staff by providing leadership, coaching and development opportunities to team members, fostering a culture of excellence and continuous improvement.

• Champion a customer-centric culture across the organization, prioritizing customer needs while ensuring a high standard for customer privacy, confidentiality and cybersecurity standards in all decision-making.

• Collaborate cross-functionally with other divisions and provide an ongoing 5-year future view of the desired customer experience and lead the development and execution of a comprehensive customer experience strategy encompassing initiatives to enhance customer satisfaction, improve operational efficiency, and drive digital transformation.

• Identify new and oversee existing customer experience programs, products, services and technologies to ensure a positive and consistent experience across all touchpoints, including customer journey mapping, feedback mechanisms, and service recovery processes.

• Address and resolve customer issues to protect brand reputation and enhance customer satisfaction while respecting governance and program compliance.

• Drive operational excellence to optimize customer service, billing and collections processes to ensure accuracy, efficiency, and compliance with regulatory requirements. Implement strategies to improve service delivery, reduce customer debt and improve collection rates.

• Drive digital transformation by leading the transition to a paperless environment and implementing digital solutions to enhance customer self-service and overall efficiency.

• Ensure regulatory compliance related to customer service, billing, and collections. Direct actions to fulfill the company's obligations and participate in internal audit and reporting activities.

• Monitor performance and drive continuous improvement by tracking key performance indicators related to customer satisfaction, operational efficiency, and financial performance. Analyze data and identify areas of improvement and implement initiatives to enhance service delivery.

• Manage budgets and resources effectively, ensuring cost-effective resource allocation and optimal utilization of employees and technology.

• Working with the Chief Customer Officer, develop, administer and maintain divisional policies and procedures consistent with corporate and divisional objectives.

• Review and implement human resource planning: select staff, manage, coach, develop and mentor team members to achieve objectives.

• Serve as a spokesperson and subject matter expert on a variety of internal and external forums. Develop and manage relationships with working groups, committees, community stakeholders and industry colleagues to facilitate partnerships.

• Participate in emergency response as needed.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Business Administration, Management, or a related field

• Minimum of 10 years of progressive experience in customer service leadership roles, with at least 5 years in a Director-level position

• Proven track record of developing and implementing successful customer service strategies and initiatives

• Experience working with senior management and executive teams to orchestrate enterprise-wide, change management initiatives along with customer focused activities

• Experience with digital transformation initiatives in customer service

• Experience managing large teams and complex budgets

• Demonstrated success in leveraging CRM systems, AI-driven tools, and other customer service technologies to enhance efficiency and customer satisfaction

• Ability to analyze and manage program metrics to track progress and achieve objectives

• Experience working with and managing 3rd party strategic relationships considered an asset

• Strong understanding of best practices in customer service operations; understanding utility industry regulations considered an asset

• Strong computer skills, proficient in the use of office productivity and collaboration tools, preferably Google Workspace and MS office suite of products specifically Excel, Word, Powerpoint

• Crisis management or business continuity planning experience considered an asset

• English essential, both oral and written; Bilingual (English/French) considered an asset

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, the details of which the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence ("AI") during the recruitment process to aid in the screening and selection of candidates.

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Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.