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About the Role

The Manager, Customer Energy Management leads the delivery of electrification, climate action, and energy efficiency programs for residential and small commercial customers. This role involves developing customer engagement strategies, building strategic partnerships, and advancing innovative solutions to support Toronto Hydro's climate and energy objectives, driving the energy transition through exceptional customer experiences and program outcomes.

Responsibilities

Lead the delivery of customer experience and account management services for residential and small commercial customer portfolios, ensuring consistent, responsive, and high-quality service outcomes.
Oversee the design, implementation, and enhancement of climate action, electrification, and energy efficiency programs that support Toronto Hydro's strategic objectives and the energy transition.
Build and manage strategic partnerships with customers, industry stakeholders, and clean technology providers to expand program reach and impact.
Identify and address barriers to electrification through innovative solutions, funding opportunities, stakeholder collaboration, and customer engagement strategies.
Provide strategic advice on customer programs, climate initiatives, and emerging industry trends while managing complex customer and stakeholder issues.
Lead, coach, and develop a high-performing team while driving operational excellence, continuous improvement, and strong customer outcomes.
Oversee program performance, service delivery metrics, and continuous improvement initiatives to enhance customer outcomes and maximize program effectiveness.
Secure and leverage external funding opportunities while managing strategic partnerships that increase customer participation and support electrification goals.

Requirements

Undergraduate degree in business, engineering, public policy, 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.
Strong knowledge of electricity markets, regulation, systems, and technology, as well as DERs, and DSM/CDM.
Exceptional understanding of public policy at the federal, provincial, and municipal levels.
Excellent understanding of NRCan, ECCC, MOE, IESO, OEB, City of Toronto roles and climate programs.
Strong understanding of website platforms and data analysis tools.
Strong familiarity with cleantech/energy services providers and products, especially related to buildings initiatives (e.g. heat pumps, water heaters, DERs).
Excellent understanding of grants, loans, and other governmental programs and incentives, preferably in the energy and climate sectors.
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).

Skills

Program management
Service delivery
Climate action programs
Electrification programs
Energy efficiency programs
Customer engagement strategies
Strategic partnerships
Innovative solutions
Stakeholder management
Process management
Quality management
Project management
Business case development
Change management
People leadership
Account management
Performance tracking
Program eligibility
Issue resolution
Electricity markets
Regulation
Systems
Technology
DERs
DSM/CDM
Public policy
Website platforms
Data analysis tools
Cleantech/energy services providers and products
Governmental programs and incentives
Safety and legislative requirements
Reporting and analytics methodologies
Data interpretation
Trend analysis
Performance benchmarking
Process improvement methodologies

Location

Ontario
Commuting distance of the office

Work Type

Hybrid
Remote work two days per week
Onsite Tuesday to Thursday

Experience Level

Minimum seven (7) years of relevant experience
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

Education Level

Undergraduate degree in business, engineering, public policy, environmental studies, or a related discipline
Advanced degree in business, environmental studies, law, and/or public policy (Preferred)
Professional certifications in energy systems, (preferred)
Project management professional (PMP) (preferred)

Salary/Compensations

$124055 - $155069 Annually
Target Variable Performance Pay: 15%

Benefits

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

About the Company

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.
Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.

Equal Opportunity

We welcome applications from all qualified candidates.
Artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency.