Vice President Customer Service

Job Location: Vancouver, BC

Employment type: Permanent

Hours of work: Full-time (37.5 hrs/week)

Annual Salary: $ 257,000 to $279,000

No. of positions: 1

Closing date: Jan 23, 2026

About the job:

The Customer Service business unit combines support for our largest customers at a time when many are trying to grow their business in BC, along with our Power Smart group which leads BC Hydro's goals in energy efficiency, demand-side management, capacity planning, while enabling customers to benefit from programs and lower their costs. Through customer engagement, strategic partnerships, and forward-thinking programs, they integrate innovative technologies and marketing strategies to help customers reduce energy use, lower costs, and transition to cleaner energy solutions.

As Vice President, Customer Service, you will provide executive leadership for BC Hydro's customer strategy, commercial and industrial product development and management, and key account relationships, aligning with BC Hydro's mandate, regulatory obligations, and long-term goals in enabling economic and community growth.

What you'll do

• Define and execute BC Hydro's vision for customer experience and engagement throughout the company.

• Champion and scale up new energy management initiatives, programs, and partnerships.

• Build and strengthen relationships externally, including with executives representing BC Hydro's commercial and industrial key accounts, industry stakeholders, and community organizations.

• Build and maintain relationships with regulators and government agencies.

• Collaborate closely across BC Hydro teams, including Customer Operations & Analytics and Marketing & Communications, to ensure alignment and engagement.

• Ensure programs and initiatives comply with BC Utilities Commission (BCUC) and federal regulations.

• Represent BC Hydro in regulatory hearings, industry forums, and stakeholder consultations.

• Present and facilitate discussions internally and externally, including regularly communicating with executives and other senior leaders, and the board.

• Build and lead a high-performing team, fostering a culture of innovation and collaboration.

What you bring

• Bachelor's degree in Business Administration, Finance, Engineering, or related field; MBA preferred.

• 15+ years of progressive leadership experience, including 10+ years in senior customer service and/or customer product development leadership roles within energy, utilities, or regulated industries.

• Exceptional leadership, communication, and relationship-building skills.

• Strong understanding and experience in developing new partnership models.

• Proven ability to build strong relationships and influence senior executives internally and externally to drive alignment, secure buy-in, and advance strategic priorities in complex stakeholder environments.

• Skilled at presenting compelling business cases and recommendations to executive leadership teams, boards, and regulatory bodies to support strategic decisions.

• Experience collaborating with government officials, industry leaders, and advocacy groups to shape policy and regulatory outcomes.

• Demonstrated success in representing the organization at industry forums, conferences, and public hearings.

• Knowledge of regulatory processes and government relations in British Columbia.

• Ability to lead teams and manage multiple priorities in a dynamic environment.

Competencies:

• Executive presence and strategic thinking.

• Strong financial acumen and ability to manage large budgets.

• Exceptional communication and negotiation skills.

• Ability to foster innovation and continuous improvement.

What we offer

• A comprehensive benefits package

• A lifetime pension

• Flexible work model, depending on your role type

• Training and development courses

For more information on the benefits we offer, visit

What else you should know

• Please be aware that portfolios for this role could see some adjustments over the next 6 months aligned to organizational strategy and needs.

• Some travel may be required.

How to apply

Interested candidates should submit their applications online at or click 'Apply'

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On the BC Hydro Careers site, click on the Apply button in order to complete the steps to apply for this job. Please be sure to update your Candidate Profile with your current resume and include copies of your certifications, if applicable.