Hybrid Senior Manager, Office of the President

at Metergy Solutions

• Job title: Senior Manager, Office of the President
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Toronto, Canada

About the role

• Senior Manager resolving complex customer cases at Metergy Solutions, enhancing customer trust and driving process improvements. Leading cross-functional teams in high-stakes situations for robust client support.

Responsibilities

• Lead intake, triage, and resolution of complex, high-profile, or sensitive customer escalations.
• Act as incident lead for urgent cases, coordinate Legal, Operations and ELT stakeholders, and run post-incident reviews.
• Build and maintain OOTP playbooks, standard operating procedures (SOPs), and service standards that drive consistency across all cases.
• Coach and develop OOTP specialists to support consistent, high-quality case resolution.
• Use case data to spot trends, quantify impact, and escalate systemic issues with clear root-cause narratives and owners.
• Partner with Operations to implement corrective actions and verify effectiveness.
• 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.
• Prepare and present reports to senior leadership summarizing case metrics, emerging risks, customer impacts and decisions required.

Requirements

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

Benefits

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