Senior Manager, Office of the President

Overview

Lead escalations, resolve complex customer cases, and drive systemic improvements.

Key Responsibilities

• data analysis
• incident management
• playbook development
• reporting
• corrective actions
• escalation management

Tasks

-Use case data to spot trends, quantify impact, and escalate systemic issues with clear root-cause narratives and owners -Lead intake, triage, and resolution of complex, high-profile, or sensitive customer escalations -Partner with Operations to implement corrective actions and verify effectiveness -Build and maintain OOTP playbooks, standard operating procedures (SOPs), and service standards that drive consistency across all cases -Provide planned and ad hoc coverage to maintain continuity during vacations and surges -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 -Act as incident lead for urgent cases, coordinate Legal, Operations and ELT stakeholders, and run post-incident reviews -Coach and develop OOTP specialists to support consistent, high-quality case resolution

Requirements

• salesforce
• jira
• power bi
• root cause
• leadership
• 7+ yrs

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 -Skilled in root cause analysis, trend reporting, and continuous improvement methodologies -Strong organizational skills with the ability to manage competing priorities -7+ years of experience in customer operations, case management, or escalation leadership, including high-stakes or regulated environments -Comfortable interfacing with senior leaders, legal teams, and external regulators -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

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Benefits

-Grow with us! We cover annual fees for your professional designation -100% company covered heath and dental benefits from day 1 -Company sponsored social events & more! -Summer hours to enjoy the weather -Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching -Paid personal and sick days on top of your vacation

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