Manager, Customer Care Modernization and System Testing - Remote

About the Role

We are seeking a Manager, Customer Care Modernization and System Testing to join our team at Toronto Hydro. This remote position allows you to lead a talented team in optimizing customer care processes and implementing innovative solutions. You will play a crucial role in enhancing customer experience and ensuring the effectiveness of our systems.

What You'll Do

• Lead a team to implement innovative customer experience tools and conduct system testing.
• Manage day-to-day performance and productivity of team members, ensuring alignment with strategic priorities.
• Develop user acceptance testing strategies and oversee the execution of system testing.
• Collaborate with stakeholders to ensure successful implementation of changes to customer experience systems.
• Monitor and report on testing progress, adapting plans as necessary to meet evolving conditions.
• Provide coaching and feedback to team members to foster a culture of continuous improvement.
• Build and maintain relationships across various departments to enhance system functionality.
• Support the development of training materials and documentation to ensure business readiness.

Requirements

• Bachelor’s degree in engineering, information technology, or business administration.
• Five years of project management experience in DevOps and change management.
• Five years of experience in system testing and business process optimization.
• Strong knowledge of customer experience operations and regulatory environments.
• Proficient in MS Office, MS Project, and project management tools.
• Excellent verbal and written communication skills.
• Experience with Lean-Six Sigma methodologies is preferred.

Nice to Have

• Experience in the utility sector.
• Knowledge of customer information systems and customer service processes.
• Familiarity with emerging technologies such as AI and RPA.

What We Offer

• 100% employer-paid health and dental benefits.
• Access to Employee & Family Assistance Program and Virtual Healthcare.
• Competitive paid time off, including vacation and parental leave.
• Defined Benefits Pension Plan through OMERS.
• Career development and tuition reimbursement opportunities.
• Exciting employee engagement events throughout the year.

This Manager, Customer Care Modernization and System Testing role offers a unique opportunity to work remotely while making a significant impact on our customer experience initiatives. If you are passionate about leading teams and driving innovation in customer care, we encourage you to apply!