Customer Operations Manager

50971-North Bay - Temporary - 24 months Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play. It’s an exciting time to join the team at Hydro One Job Highlight As a contributing member of the Design Services Team at Hydro One, you will contribute to Electrical Distribution Design servicing the customers in the Province of Ontario. Hydro One is one of the largest distribution companies in Canada. As the Design Operations Manager in Design Services, you’ll play a crucial role in designing, reviewing and connecting our customers. Design Services completes all the distribution designs which support load enhancements, customer connections and system improvements throughout the province. Working with peers across the province, you’ll lead a team of Designers to produce consistent, effective designs and estimates to customers. These customers could be building their dream home, or starting their own small business, or even expanding a large business to a new part of the province. You can expect To lead a team of dedicated design staff who utilize a new design tool to create their designs and estimates To have an opportunity to make decisions that impact your team’s output and connect a variety of customers To have an opportunity to develop your leadership skills by finding efficiencies and leading other through change To be part of a motivated leadership team who can help you learn and understand the role as you develop. Job Responsibilities Responsible for a team that completes a wide range of customer electrical services such as connections, upgrades and emergency repairs. As a leader of leaders, your team will supervise staff, organize scheduling with other lines of business and assign routine and special duties to unionized staff, providing instruction, guidance and checks necessary to ensure work quality and accuracy. You are accountable for training and document compliance of all your staff. This includes compliance to established Hydro One Training program, as well as recommending additional opportunities that you identify. You must balance training with the fluctuating workload to ensure that our customers needs are met, while maintaining compliance to company training requirements. At your Operations Centers, you must ensure that Design Services meets the monthly output targets that are set collectively by the team. You are accountable for the performance of your staff, ensuring overall compliance with various OEB metrics that Design Services contributed to. Being present in each operation center is required. Monthly Travel is required and can be scheduled ahead of time. Provide advice, guidance and perform necessary corrective action as needed relative to staff problems. Make effective recommendations regarding staff changes or promotions and maintain discipline. Responsible for developing teamwork with peers and developing a teamwork environment amongst subordinates. Being part of a larger provincial leadership team, you will participate in meetings of both local and province‑wide scope and contribute to the formulation of new or revised policy affecting the broader team. Quarterly provincial travel is required. Participate in Emergency Response – leading the team through storm and other escalations. Direct the disposal of obsolete equipment, perform work standard studies and prepare reports. Complete the approval of e expense reports and other personnel forms as delegated. Supervise Operations Centre activities, directing day‑to‑day maintenance of rural lines, equipment, street lighting, rights‑of‑way, buildings, and grounds. Plan and manage the implementation of rural plant, direct line crossings, pole replacements, and safety device installations (e.g., fuses, breakers) per coordination plans and work management instructions. Operate and oversee shops or depots for maintenance and repair of vehicles, boats, and work equipment; handle routine maintenance for stations within limited technical scope. Review fleet requirements for your areas, which may include trucks, ATVs Prepare or supervise preparation of reports and the various correspondence relative to team operation. Manage assigned work processes, monitor, evaluate and recommend changes and/or improvements to ensure efficient and effective completion of work as required in Service Level Agreements or contracts. Contribute to and review information and estimates provided for distribution work. Evaluate the complete package, identify and recommend potential changes to improve the final package including prices and service levels. Deal with the consumer service requirements providing advice to customers relative to their electrical problems, interpreting wiring code and drawing attention to hazards. Support your team in advising new customers, municipalities and other Ontario Agencies relative new construction, rates and application procedure and costs. Deal with customer complaints and initiate remedial action. Support municipal service transfers and provide technical or administrative assistance as needed. Coordinate public outreach efforts and actively promote positive community and stakeholder relations. Participate in cross‑functional teams to implement customer products and programs in the areas of asset planning and operations, customer relations, customer connections, information management, code compliance application of tariffs within timelines. Liaise with technical specialists within and outside the company for the exchange of data and consultation in areas of mutual interests and integrate the recommendations into policies, processes and products being developed or delivered to customers. Handle joint use agreements, special clerical or technical studies, and provide support to maintain schedules, including performing subordinate tasks when needed. Selection Criteria Requires a knowledge of customer service and distribution function in order to supply electrical power and service to customers of a Utility Customer Centre Requires a knowledge of customer operations sufficient to lead a staff of mixed trades. Requires a knowledge of project management and human relations to negotiate effectively with customers and the public, a knowledge of computer applications related to distribution network systems. Requires a good knowledge of English to effectively communicate. Requires extensive experience in customer service and distribution. Requires an understanding of Corporate Safety Rules, Occupational Health and Safety Act and legislative requirements, Work Protection Code, environmental issues affecting the Corporation. Requires experience in handling complaints and dealing with retail customers, mid‑sized customers, generators, LDC’s Municipalities. Knowledge of Regulation 22/04 is considered an asset. Requires experience in the supervision of trades and technical staff, experience in promoting and developing a teamwork environment with both staff and peers. Requires experience in carrying out the broad scope of administrative responsibilities associated with monitoring, coordinating, and controlling the work activities of a large staff. It is typical for the successful candidate to have a period of over 10 years and up to and including 12 years is considered necessary to gain this experience. At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness. We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2025. Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered. Hydro One and its partners/affiliates may use AI to screen, assess or select applicants for the position. Employer of the year 2025 Deadline: December 1, 2025 In the event you are experiencing difficulties applying to this job please consult our help page here. We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted. #J-18808-Ljbffr