Posting End Date:

September 08, 2025

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Come make a difference in revolutionizing the way businesses and individuals adopt cleaner energy solutions, as Enbridge Sustain, a leading provider in the energy industry embarks on this groundbreaking initiative.

We are looking for a Supervisor Customer Operations who will play a key role in developing, implementing, and optimizing Customer Care operations while amplifying Enbridge Sustain’ s brand identity. In this role, you will lead all aspects of the Customer Care functions, drive cross-functional collaboration, and ensure an environment of excellence to consistently elevate customer satisfaction.

What is Enbridge Sustain? With over 175 years of energy industry experience, we understand the importance of reducing emissions, improving energy efficiency, and strengthening resilience in the face of changing climate and rising energy costs. Our aim is simple: make it easier and more affordable for customers to embrace sustainable energy alternatives, while contributing to a greener future.

Are you a leader who thrives in a dynamic start-up like environment? Do you love to inspire teams, foster a culture of innovation and collaboration? If so, come and join our exciting, fast-paced, and growing team. We'd love to hear from you!

What you will do:

• Establish and operationalize customer care functions such as Call Center operations, back-office tasks, service, and maintenance support.
• Partner with the sales team to establish residential call center requirements, objectives, and metrics, and initiate the launch of call Center using a comparable operational model.
• Lead efforts to improve customer satisfaction by consistently refining and optimizing service delivery processes.
• Design and implement training programs for customer care representatives, ensuring they are equipped with the necessary knowledge and skills to provide exceptional service and effectively handle residential sales inquiries.
• Identify and implement process improvements within the Customer Care operations to streamline workflows and enhance overall efficiency.
• Establish and enforce quality assurance processes to ensure consistently high standards in customer interactions and issue resolution.
• Expand customer support capabilities including email. chat, and social media to cater to diverse customer preferences.
• Implement robust performance monitoring mechanisms to track and report on key customer service metrics, providing insights for continuous improvement.
• Collaborate with marketing teams to develop and implement customer retention strategies, leveraging customer insights and feedback to enhance loyalty and minimize churn.
• Oversee the relationship with the service provider to ensure the delivery of services in accordance with our expectations, meeting prescribed service levels, and ensuring alignment with our goals and customer satisfaction objectives.
• Stay informed about industry trends, emerging technologies, and implement relevant insights to enhance processes and maintain driven edge.

Who you are:

• Bachelor’s degree in business, or related field. A minimum 7 years of experience in contact center, billing, collections, and service functions, processes, and policies.
• Knowledge of CIS, telephony, knowledge base etc.
• Experience growing, developing, and mentoring a team of high performing professionals.
• An outstanding career demonstrating driving innovative solutions along with the ability to work on multiple initiatives and shifting priorities.
• Proficient in applying data analytics to measure performance and influence strategic decisions.
• Stellar communication skills both verbal and written.
• Proven Microsoft Office Suite proficiency, i.e. EXCEL, WORD, and PowerPoint.
• Ability to deal with anxious customers and stressful situations using diplomacy & tact.
• Ability to travel as required.

Working Conditions:

• Position works in typical office environment.
• Some project implementations occur overnight or on weekends and may need to be available to support and lead project launch.
• Requires some travel to third party provider locations and customer sites. A valid Ontario G class Ontario driver’s license and maintenance of a responsible driving record is required.

Flex Work Clause

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity 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 status, disability, or any other reason protected by federal, state, or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com .

Information For Applicants:

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

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