Expected Salary Range: $124055 - $155069 Annually Target Variable Performance Pay: 15%The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate's experience, education, training, and alignment with the role's requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.
Reporting to the Senior Manager, Customer Growth & Partnerships, the Manager, Customer Energy Management (Large Customers) leads a team responsible for strategic account management, customer engagement, and the delivery of exceptional customer experiences for Toronto Hydro's municipal, academic, schools, healthcare (MASH), and industrial customers. In this role, you will build trusted customer relationships, develop engagement strategies, and advance initiatives that support electrification, sustainability, resilience, and economic development objectives. Working collaboratively across the organization and with external partners, you will help customers navigate a rapidly evolving energy landscape by delivering integrated solutions, resolving complex challenges, and advancing Toronto Hydro's customer experience, climate action, and growth priorities.
This posting is for an existing vacancy.
KEY RESPONSIBILITIES:- Lead the delivery of exceptional customer experiences and strategic account management activities for Toronto Hydro's municipal, academic, schools, healthcare (MASH), and industrial customer portfolio.
- Build and maintain trusted relationships with customers, stakeholders, government agencies, and community partners while serving as the senior escalation point for complex customer issues and emerging opportunities.
- Oversee the development and delivery of customer programs, services, and engagement initiatives that support electrification, climate action, resilience, sustainability, and growth objectives.
- Provide strategic advice to customers and senior leadership on customer priorities, industry trends, regulatory developments, and opportunities that advance organizational goals.
- Collaborate across Toronto Hydro and with external partners to deliver integrated customer solutions, align priorities, and drive continuous improvement in customer experience, electrification, and service delivery.
- Lead, coach, and develop a high-performing team while fostering a culture of safety, accountability, collaboration, and customer excellence.
REQUIREMENTS:- Undergraduate degree business, engineering, environmental studies, or a related discipline
- Minimum seven (7) years of relevant experience in program management, service delivery (utility industry preferred).
- Five (5) years of experience in process management, quality management, project management, business case development and change management
- Three (3) to Five (5) or more years people leadership experience preferred
- Experience supporting customers through hands on account management, including performance tracking, program eligibility and issue resolution
- Professional certifications in energy systems, (preferred)
- Project management professional (PMP) (preferred)
- Strong knowledge of electricity markets, regulation, systems, and technology, as well as DERs, and
- Excellent understanding of IESO, OEB, City of Toronto roles and climate programs
- Strong understanding of data analysis tools
- Strong familiarity with cleantech/energy services providers and products, especially related to buildings initiatives (e.g. heat pumps, water heaters, DERs)
- Strong knowledge of applicable safety and legislative requirements and associated regulations and rules, both in relation to utility distribution systems and customer-owned electric facilities (e.g. Electrical Safety Authority)
- Strong stakeholder management and engagement skills; highly adept at managing politically charged situations/conversations
- Reporting and analytics methodologies, including data interpretation, trend analysis, and performance benchmarking
- Process improvement methodologies (e.g., Lean, continuous improvement, service optimization)
- Superior and demonstrated customer experience and service skills, including customer issue resolution and escalation management
- Large volume operational experience, and project and process management skills
- Strong analytical and critical thinking skills (including data accuracy, integrity, and appropriate interpretation)
- Strong customer and vendor management skills (including performance monitoring and relationship management)
- Demonstrated ability to respond effectively to changing priorities
- Strong verbal and written communication skills
TOTAL REWARDSTo support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:
- 100% employer paid Health & Dental benefits
- 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
- Company-paid life insurance and long term disability
- Spending account to support fitness goals (e.g. gym memberships)
- Competitive paid time off (including vacation and parental leave)
- Defined Benefits Pension Plan through OMERS
- Career development and tuition reimbursement
- Exciting employee engagement and appreciation events throughout the year
This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.
