Director Customer Care Operations

Posting End Date
May 22, 2023
Employee Type
Regular-Full time
Union/Non
This is a non-union position
Director Customer Care Operations
Do you want to use your leadership experience to play an integral part at Enbridge?
Our Customer Care team is looking for a Director who will provide leadership in identifying, recommending, structuring, and implementing initiatives to meet the diverse needs of our 3.9 million customers.
If you have acquired skills as a leader and this sounds like your next career opportunity, we would love to hear from you today!
What You Will Do

• Lead the development and implementation of a customer focused strategy that is consistent with providing industry leading customer experience.
• Lead cross-functional project teams to introduce new initiatives and technologies to better serve our customers.
• Ensure service delivery that is in accordance with all legislative and regulatory requirements, including the Ontario Energy Board’s service quality requirements.
• Provide direction and mentoring to a large, diverse team of union and non-union employees.
• Oversee a comprehensive network of third-party business partners to carry out key aspects of our customer service operations including meter reading, bill production and payment processing among others. Ensure these partners are delivering service consistent with our overall customer experience strategy.
• Lead the Customer Care Operations team accountable for delivering core functions including contact centers, billing, collections, and digital channels to serve Enbridge's 3.9 million customers.

Who You Are

• Strong interpersonal, communication and organizational skills.
• Strong critical thinking and problem-solving skills.
• Demonstrated experience and understanding of working with Unionized partners and collective agreements.
• University degree in a related field with 15 years or more of leadership experience in business and/or related customer care field.
• Demonstrate an inclusive, influential and inspiring leadership style with a geographically diverse team of professionals.
• Proven track record to initiate, lead process management and implement large scale change amid shifting priorities.

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected].
Information For Applicants

• Applications can be submitted via our online recruiting system only.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected].
Information For Applicants

• Final candidates for this position may be required to undergo a security screening, including a criminal records check.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Applications can be submitted via our online recruiting system only.

To learn more about us, visit www.enbridge.com