Job Number:

Job Title: Manager, Communications & Customer Care

Department: PR & Communications

Job Type: Permanent Full Time

Vacancy Type:

New

City, Province: Kingston, Ontario

Job Category: Management

Open Positions: 1

Posting Date: August 21, 2026

Closing Date: September 18, 2026

Salary: $114,323.41 - $154,611.05/Year

Primary Duties

The Manager of Communications & Customer Care is responsible for providing strategic direction and operational leadership across the Communications and Customer Care functions, safeguarding Utilities Kingston's reputation while ensuring customers receive a consistently positive experience. The Manager develops and executes the communications strategy, builds strong relationships with stakeholders and manages reputational and regulatory risk. The incumbent will champion continuous improvement and ensure alignment with broader organizational goals.

Major Responsibilities:
1. Develop and lead the organization's communications, public relations and stakeholder engagement strategies to strengthen Utilities Kingston's reputation and support corporate priorities.
2. Provide strategic communications counsel to senior leadership on corporate initiatives, emerging issues and reputational risks, including leading media relations and crisis communications.
3. Oversee corporate brand management, digital communications and internal/external messaging to ensure consistent, accurate and accessible communication across all channels.
4. Build and maintain relationships with customers, media, government, community organizations and industry partners and lead the organization's community sponsorship strategy.
5. Monitor stakeholder feedback and public sentiment to identify opportunities, mitigate reputational risk and drive continuous improvement.
6. Lead the development and implementation of the Customer Experience Strategy, including service standards, performance measures and resolution of complex or high-profile customer issues.
7. Analyze customer feedback and service metrics to identify improvement opportunities and ensure customer insights inform organizational planning and decision making.
8. Oversee customer affordability programs to promote awareness and ensure compliance with OEB requirements.
9. Develop departmental business plans and allocate resources to align with corporate strategy, lead cross functional initiatives that advance organizational priorities and change.
10. Provide strategic advice to senior leadership and represent the department on corporate committees and strategic projects, monitoring performance and industry trends to inform departmental direction.
11. Lead, coach and develop a high-performing customer focused team, overseeing recruitment, onboarding, performance management and employee engagement.
12. Promote a safe, healthy and inclusive workplace culture in compliance with health and safety legislation and corporate policies.
13. Ensure sound governance and financial stewardship by managing departmental budgets, and ensuring compliance with corporate policies, applicable legislation and regulatory requirements.

Education, Certification and Other Qualifications Required
• Post secondary degree/diploma in Communications, Public Relations, Journalism, Marketing or related discipline
• 3-5 years' experience in a Corporate communications or public relations role with responsibility for advising senior leadership and leading strategic initiatives
• Class G drivers' licence

Knowledge, Skills & Abilities:
• Advanced knowledge of strategic communications, communications planning and corporate reputation management
• Advanced knowledge of public relations, media relations, issues management and crisis communications to lead responses to emerging issues
• Advanced knowledge of customer experience strategy, best practices and continuous improvement
• Advanced knowledge of digital communications, website governance and content management systems.
• Advanced knowledge of accessibility standards, inclusive communications and digital accessibility requirements (AODA and WCAG)
• Advanced knowledge of graphic design principles, branding standards and visual communications best practices
• Intermediate knowledge of privacy, anti-spam legislation and Ontario Energy Board customer service standards
• Intermediate knowledge of Occupational Health and Safety requirements as it relates to individuals, the organization, and operational requirements
• Advanced written communication, editing and content development skills to prepare reports, presentations and correspondence
• Advanced stakeholder engagement, relationship management and influencing skills
• Advanced leadership, coaching and performance management skills to lead and develop staff and build team capacity
• Advanced analytical, strategic planning and decision-making skills
• Advanced customer resolution and de-escalation skills to resolve customer, employee and stakeholder issues
• Intermediate MS Office skills

Your resume and/or cover letter must clearly demonstrate how you meet the requirements of the position.

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