Senior Manager, Office of the President

Overview

Lead escalation, incident management, and systemic issue resolution for high‑profile customer cases.

Key Responsibilities

• escalation management
• playbook development
• data analysis
• reporting
• submetering
• incident lead

Tasks

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good. This role will lead the Office of the President function that resolves high-priority, complex customer cases, acting as the escalation point for systemic issues and urgent matters. This individual will own the end-to-end escalation process, drive cross-functional fixes for systemic issues, and report clear insights that reduce recurrence and improve customer trust. -Coach and develop OOTP specialists to support consistent, high-quality case resolution. -Lead intake, triage, and resolution of complex, high-profile, or sensitive customer escalations. -Build and maintain OOTP playbooks, standard operating procedures (SOPs), and service standards that drive consistency across all cases. -Partner with Operations to implement corrective actions and verify effectiveness. -Use case data to spot trends, quantify impact, and escalate systemic issues with clear root-cause narratives and owners. -Prepare and present reports to senior leadership summarizing case metrics, emerging risks, customer impacts and decisions required. -In collaboration with Legal, represent the company with regulators and external stakeholders on time-sensitive matters. -Provide planned and ad hoc coverage to maintain continuity during vacations and surges. -Act as incident lead for urgent cases, coordinate Legal, Operations and ELT stakeholders, and run post-incident reviews.

Requirements

• leadership
• salesforce
• jira
• power bi
• communication
• root cause

What You Bring

-Proven leadership and mentoring experience with measurable quality or outcome improvements. -Bonus: experience with Salesforce or similar CRM, Jira or equivalent workflow tools, and dashboarding tools such as Power BI. -Ability to manage sensitive and high-pressure situations with professionalism, empathy, and discretion. -Strong written and verbal communication skills, including experience preparing executive-level reports. -Comfortable interfacing with senior leaders, legal teams, and external regulators. -7+ years of experience in customer operations, case management, or escalation leadership, including high-stakes or regulated environments. -Strong organizational skills with the ability to manage competing priorities. -Skilled in root cause analysis, trend reporting, and continuous improvement methodologies.

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Benefits

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team. Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request. Company sponsored social events & more! Summer hours to enjoy the weather Paid personal and sick days on top of your vacation Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching Grow with us! We cover annual fees for your professional designation 100% company covered heath and dental benefits from day 1

About Metergy Solutions

-Founded with a vision to transform how energy solutions integrate into infrastructure projects. -Specializes in delivering innovative and sustainable energy solutions for both the public and private sectors. -Operates across a broad range of sectors, including residential, commercial, utilities, and infrastructure. -Metergy Solutions plays a key role in energy optimization, renewable energy integration, and energy management. -The company has successfully completed large-scale infrastructure projects, with a strong track record in energy efficiency. -Focused on providing scalable solutions that meet the growing demand for smarter energy management systems. -Committed to leveraging cutting-edge technology to meet the evolving needs of global energy markets.

Sector Specialisms