52010 - Markham - Rotation - 18 Months

Hiring Salary Range: $89,250.00-115,500.00 / year

Job Function:

The Manager, Communication Services (Customer Care) will be responsible for the development, execution, and continuous improvement of an integrated communications strategy within the Customer and SOCE business unit/LOB while working with peers across Centres of Excellence (CoE).

General Accountabilities:

• Work closely with the business unit Leadership Team, Corporate Projects, Internal Communications, and other stakeholders within the business unit, and develop a strategy and plan to succinctly communicate value propositions (project/strategic and corporate), purpose, channels, and key activities (both cyclical and ad-hoc), driving strong people outcomes.
• Evolve an existing internal communications framework to more strongly set the standards, principles, processes, and approaches for internal and project communications aligned to industry best practices for the organization.
• Write core communications materials, including content for unit Town Halls, regular updates to the internal communications intranet, employee briefings, the establishment and maintenance of a monthly colleague newsletter, and key messages/speaking points and memos as required.
• Working with peers from across COEs, support the drafting of employee-facing content (including but not limited to knowledge articles and job aids), keeping a customer-centric focus at the core of everything we publish.
• Work cross-functionally to build strategic relationships across the organization to implement effective internal communication strategies.
• Supporting the practical execution of the internal Communications Strategy and plan through the creation, management, and maintenance of a communications calendar to cascade internal program cycles.
• Participate in cross-functional project teams where unit-specific programs, policies and initiative communications support are required.
• Support the ideation, planning and delivery of colleague engagement events for the business unit (such as lunch-and-learn sessions, educational drop-in events, town halls/webinars (project and operational) and employee appreciation events.
• Develop executive content, including speeches and presentations aligned to project and business unit strategy and priorities for the leadership team and executive leader.

Selection Criteria:

• Exceptional written and verbal communication skills, paired with the ability to effectively "tell the story" Through various mediums.
• Strong collaborative relationship builder with a demonstrated track record of developing and nurturing strong cross-functional relationships across departments
• Ability to prioritize multiple projects, requests and deadlines while staying cool under pressure and maintaining a positive attitude.
• Experience with functional strategy communications is a strong asset. The most successful candidates in this role will possess a "self-starter" mindset, with the ability to work with an agile, entrepreneurial spirit.
• Prioritization and detail orientation is a must-have for this position.
• 4+ years of directly related experience in a utility Customer Care or contact centre setting is strongly preferred.
• However, we are keen to meet candidates who are passionate about building employee engagement and organizational alignment through effective internal communications
• Knowledge of and/or prior experience with light Graphic Design or Content Creation would be considered an asset; however, it is not required.

We are honoured to be recognized by Forbes in its list of Canada's Best Employers for 2026.

Deadline: August 31, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

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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.