Customer Operations Manager

51107 - To Be Determined - Regular

Hiring salary range:

$113,815 - $147,290 / year

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

General Accountabilities

Seeking an experienced and strategic leader to join our Transmission Lines Management team. This role is critical in delivering transmission lines infrastructure projects and maintaining high-voltage transmission assets. The successful candidate will be accountable to drive operational excellence, safety, and innovation while fostering high-performing field teams and supporting frontline supervisors.

Specific Accountabilities

Through collateral relationships with respect to Transmission Lines, Project Management, Contract Management & Engineering Services and within context provided by the Director of Transmission Lines and the Superintendent Transmission Lines, through corporate strategies and policies provide the following:

- Provide supervision within the Transmission Lines group.

- Administer Transmission Lines contracts.

- Accountable for construction costs, schedule, safety, product quality and environmental performance. Provide input into Project Execution Plans and the associated schedules and estimates.

- Identify areas of deficiencies and promote productivity and process improvement to reduce costs, rework and increase safety.

- Organize and coordinate resources to execute the team's projects.

- Ensure a safe working environment through training and the application of safe work methods and safety procedures and promote the Internal Responsibility System (IRS).

- Work openly and responsibly with employees and their representatives to maintain a harmonious working environment in accordance with the Collective Agreement(s).

- Work closely with the operating staff to minimize disruption to the facilities and to ensure that the work of one group does not affect the safety of another.

Managerial Accountabilities

- Demonstrate a strong personal commitment to the customer(s) and CTS SRV Objectives.

- Exhibit knowledge and capability to monitor and control cost, schedule, safety, quality and environmental performance.

- Demonstrate strong commitment to Internal Responsibility System principles and joint problem solving with employees and their representatives.

- Extensive practical knowledge of the pertinent safety legislation and Hydro One Safety Policies and Procedures, Knowledge of the costing system and experience in preparing bid quality estimates including all relevant cost details.

- Competence in the development and use of the network schedules

- Able and willing to relocate to meet changing job location requirements.

- Set the appropriate context for subordinates (i.e. corporate strategies and policies, accountabilities, tasks, budget. and Programs, compliance and performance targets, expectations for continuous improvement, etc.).

- Set an effective framework of policies and procedures for the work of the transmission lines unit.

- Know and ensure own and subordinates' compliance with all legal and regulatory requirements, and all corporate policies and procedures, and generally accepted practices relating to the work of the unit

- Establish a two-way working relationship with subordinates to solicit their views on conditions and potential changes effecting their work, and continuous improvement opportunities.

Core Competencies

Safety & Compliance

- Ensure adherence to UWPC, HSE programs, and IRS principles. Promote safe work practices and training.

Project & Asset Management

- Oversee planning, execution, and maintenance of transmission assets. Coordinate emergency response for system reliability.

Operational Excellence

- Monitor cost, schedule, and quality metrics. Optimize resources and processes.

Innovation & Leadership

- Foster a culture of ingenuity and continuous improvement. Coach and develop field supervisors holding them to the highest standards.

Stakeholder Engagement

- Collaborate with engineering, operations, and union representatives.

Selection Criteria

- Requires 10 to 12 years related experience with demonstrated progressive supervisory experience in a Lines Environment.

- Requires experience in transmission lines and the supervision of trades involved in the construction and maintenance of transmission lines.

- Knowledgeable of the various Collective Agreements applicable to trades (PWU, BTU, CUSW, Labourers, Carpenters, Operating Engineers etc.), technical (Society).

- Must have knowledge of transmission lines and methods necessary to execute construction projections in a safe, efficient manner.

- Labor Relations: Strong knowledge of collective agreements (PWU, CUSW, EPSC trades, etc.).

- Mobility: Willingness and ability to work in the surrounding area

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2025.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2025"

Deadline: January 19, 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.