Senior Manager, Customer Operations

  Customer Operations Senior Manager

Aurum Site – Edmonton, AB
Full-Time | Permanent
Hybrid Work Flexibility

About the Role

EPCOR Water Services is seeking an experienced senior leader to oversee Customer Care, Dispatch, and Meter Installation operations. You will drive service excellence, operational performance, customer experience, and team engagement while maintaining safe, reliable delivery of essential water services.

This role combines strategic planning (1–2 years), people leadership, and hands‑on operational oversight.

Key Responsibilities

Strategic Planning & Alignment

• Develop and execute a 1–2 year operational plan aligned to business priorities.
• Forecast and manage budgets, resource needs, and workforce planning.
• Monitor performance metrics and ensure targets are achieved.
• Anticipate risks, issues, and long‑term opportunities across Water Services.

Operational Excellence & Change Leadership

• Identify improvements in processes, systems, and technology.
• Lead change management to ensure adoption and mitigate risks.
• Strengthen EPCOR's zero‑injury safety culture.
• Drive compliance, continuous improvement, and cross‑functional alignment.

Execution & Performance Management

• Provide direction to teams managing daily priorities and emergent events.
• Resolve operational challenges quickly and effectively.
• Ensure safe, compliant, and efficient work practices.
• Use data and KPI trends to guide decisions and performance improvements.

People & Team Leadership

• Lead, coach, and develop a diverse team of unionized and out-of-scope employees.
• Build capability, foster accountability, and support succession planning.
• Create a collaborative, high‑performing culture focused on service.
• Provide clear expectations, coaching, and performance evaluations.

Portfolio Areas

Meter Installation & Program Management

• Oversee lifecycle management of AMI and non‑AMI meters.
• Ensure meter accuracy, asset performance, and revenue integrity.
• Lead supplier relationships, QA programs, and meter technology decisions.
• Support customer issue response and minimize customer disruption.

Dispatch Operations (24/7)

• Oversee intake and prioritization of system emergencies and customer concerns.
• Ensure safe and timely dispatch of operational personnel.
• Continuously improve first‑call resolution and customer experience

Customer Care

• Lead intake and resolution of inquiries related to meters, hydrant permits, water usage concerns, leaks, and billing exceptions.
• Drive effective escalation resolution with professionalism and empathy.
• Strengthen processes, systems, and technology driving customer service quality.

Qualifications

Education & Experience

• Degree or diploma in Business, Engineering, or a related discipline.
• 8–10+ years of progressive leadership in operations or customer-focused environments.
• 5+ years managing unionized and out-of-scope teams.
• Financial acumen with experience managing complex budgets.
• Experience with dispatching, scheduling, CRM, or billing systems (asset).
• Utility or municipal operations experience is an asset.

Skill & Leadership Strengths

• Ability to translate strategy into executable operational plans.
• Strong incident and issue management capabilities.
• Effective labor relations and collective bargaining experience.
• Excellent communication, relationship-building, and stakeholder management.
• Demonstrated ability to lead teams through change.
• Customer‑focused with strong de-escalation skills.

Leadership Competencies

• Drive for Results
• Enterprise Perspective
• Gaining Support & Influencing
• Operational Focus & Safety Leadership
• Leading Change
• Collaboration & Cross-Functional Alignment
• Team Leadership
• Talent Development
• Leadership Maturity & Self‑Awareness

Additional Details

• 40 hours per week, Monday–Friday
• Must be legally eligible to work in Canada
• Background checks and pre-placement screenings may apply
• Some roles require the use of a personal vehicle (mileage reimbursed per policy)

Ready to Make an Impact?

If you're committed to operational excellence, customer service, and leading teams that deliver

essential public services, we encourage you to apply.

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.