Manager, Customer Care - Support Team

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Care - Support Team based in Canada. This role offers an opportunity to lead customer care operations within a complex utility environment while directly shaping service quality and team performance. You will manage and develop front-line customer care professionals, setting clear expectations and creating a culture of accountability, collaboration, and continuous improvement. Working across regulated and competitive services, you will help optimize contact center operations and strengthen the customer experience. The position combines people leadership, operational strategy, data-driven decision-making, and cross-functional collaboration. You will contribute to process improvements, strategic initiatives, and projects that influence long-term service delivery and operational efficiency. As a visible leader, you will work closely with internal stakeholders and external industry partners while adapting to evolving business and regulatory requirements. This is a full-time permanent opportunity offering meaningful leadership responsibility and career development within a unionized environment. Accountabilities: - Lead, coach, mentor, and develop front-line Service Consultants, Support Team members, Customer Care representatives, and team leads. - Establish SMART performance objectives, monitor team results, and address performance gaps to ensure service quality and operational targets are achieved. - Contribute to customer care strategies, planned initiatives, and operational priorities while aligning team activities with broader organizational goals. - Strengthen collaboration among customer care managers and cross-functional stakeholders, understanding their needs and developing effective operational solutions.

- Monitor, analyze, and report on established performance metrics while responding to changing priorities across business units and external stakeholders. - Provide technical and operational expertise for customer care efficiency projects and cross-functional initiatives that support long-term improvements and decision-making. - Review, recommend, and implement changes to contact center processes, policies, and procedures to improve service delivery, employee engagement, risk management, and regulatory compliance. - Oversee inbound contact center operations, including regulated and competitive services, as well as support calls involving first-level escalations and peer assistance. - Lead or support recruitment and onboarding activities, helping new customer care employees transition successfully from training into full performance. - Research and apply customer care best practices by engaging with industry organizations, academic institutions, and other utilities, including approaches to hybrid work and employee wellbeing. - Act as a change champion, supporting the successful adoption of new processes and operational improvements within the contact center. - Maintain strong stakeholder relationships while adapting operations to evolving customer needs, business priorities, and regulatory requirements. Requirements: - Post-secondary degree in Business, Economics, Operations Management, or a related discipline; a diploma may be considered. - 5+ years of cumulative professional experience, including direct experience within the electricity, energy, or utility sectors, particularly billing, collections, or customer service. - Prior leadership and management experience, with a demonstrated ability to lead teams and deliver results in a fast-paced utility environment. - Solid understanding of contact center infrastructure and utility operations. - Demonstrated ability to lead with purpose, establish accountability, foster innovation, and build collaborative team cultures.