Vice President, Customer Platforms

2 months ago

Markham, Canada Enercare Inc. Full time

Posted Thursday, September 26, 2024 at 4:00 AM

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Job Title: Vice President, Customer Platforms

Status: Full-Time, Permanent

Department: Information Technology

Location: Markham - Hybrid

Job Summary:

Reporting to the Chief Information Officer, the Vice President of Customer Platforms will play a key role in positioning Enercare to meet its customer needs by driving digital transformation (at scale) and developing and deploying innovative, customer-focused digital products/solutions, including CRM, web/mobile and call center technology solutions. The Vice President acts as a thought-leader on how to most effectively solve digital business and operating challenges for emerging growth as well as capitalize on opportunities. This role will champion digital innovation and enhanced customer experiences while also driving agility and efficiency through operational excellence.

Responsibilities:

  • Strategic Leadership: Spearhead the development and execution of a comprehensive digital transformation strategy that integrates advanced technologies such as AI/ML, RPA, and cloud computing. Your strategic vision will focus on enhancing customer engagement through innovative digital products and solutions like CRM, web/mobile, and call center technologies.
  • Operational Excellence: Drive operational improvements that boost efficiency and agility within the organization. You will be instrumental in refining business processes to align with digital transformation goals, ensuring that new technologies are seamlessly integrated and optimized.
  • Stakeholder Collaboration: Collaborate closely with the CIO, various stakeholders, business partners, and technology teams to develop a cohesive and forward-looking technology roadmap which supports the business goals of Enercare.
  • Innovation and Customer Experience: Act as a champion of innovation, continuously exploring new technologies and methodologies to enhance customer satisfaction and engagement.
  • Team Leadership and Development: Lead and inspire a cross-functional technology team. Develop talent within the team, championing a culture of high performance, continuous improvement, and collaboration towards achieving business goals.

Qualifications:

  • 10+ years’ experience building and delivering innovative digital customer platform strategies for a significant, high-profile organization of a similar size to Enercare.
  • Proven ability to lead, motivate and build teams that deliver services and solutions that consistently exceed expectations.
  • Demonstrated ability to manage teams/projects in a cross-functional environment and build successful relationships with senior stakeholders.
  • Organization and planning skills (strategic, short- and long-term), strong follow-up and follow-through skills to ensure completion of strategic plans, goals and objectives.
  • A passionate problem-solver with expertise in customer experience design.
  • Demonstrated proficiency in thinking strategically and executing tactically to iteratively develop and launch new business solutions that support the strategic vision.
  • Strong bias for action, achieving the near-term imperative of getting things moving quickly, while setting in place the longer-term conditions of success.
  • Ability to understand change impacts, including the implementation or revision of business processes, systems, and technology.
  • Must be adept at managing stakeholder expectations, scope, requirements, design, development, testing and deployment using a defined SDLC approach via both internal and external (Vendor) team resources.
  • Advanced proficiency in written and oral communications skills, inclusive of the ability to develop rapport and credibility across the organization.
  • Knowledge of Digital strategy, planning/budgeting, and financial management processes and frameworks.
  • Experience in creating and executing a systems & project-specific analytics strategy.
  • Skilled in guiding and overseeing the successful delivery of projects within their domain.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law.

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