Manager, Customer Energy Services

Winnipeg, MB

• Competitive salary and comprehensive benefits package.
• Defined-benefit pension plan for long-term financial security.
• Nine-day work cycle, typically resulting in every other Monday off to support a balanced approach to work, family life and community.
• Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2-week period), depending on nature of work, operational requirements and work location.

• Lead and develop a multidisciplinary team to deliver consistent, high quality service as trusted energy advisors to industrial, commercial, and municipal customers.
• Reimagine and standardize processes to improve operational efficiency and enhance the customer experience.
• Establish, monitor, and report on KPIs, operational metrics, and departmental action plans to meet performance targets. 
• Drive departmental transformation by modernizing processes, strengthening a collaborative culture, and clarifying roles, accountability, and performance expectations. 
• Provide effective people leadership by developing staff, fostering a positive work environment, and building team morale to ensure employees are engaged, empowered, and aligned with departmental goals.
• Promote and uphold safety in all departmental activities, customer interactions, and operational processes.
• Serve as the escalation point for sensitive, complex, or high risk customer issues, ensuring alignment with system capacity, regulatory requirements, corporate policy, and safety standards.
• Oversee customer requested electric and natural gas service extensions, upgrades, and interconnections at both distribution and transmission levels.
• Support negotiation and administration of customer related agreements, including energy service agreements, construction agreements, and interconnection studies.
• Support the development, interpretation, and communication of Customer Policies, ensuring accurate application of electricity and natural gas rates for all customer groups.

• Completion of a four-year degree from an institute of recognized standing in an appropriate discipline, complemented by a minimum of nine years of directly related experience, demonstrating progressively greater responsibility in a leadership capacity. An equivalent combination of related education and experience may be considered.
• Extensive experience leading teams in complex, customer facing, or operational environments. 
• Demonstrated ability to reimagine and modernize processes, introduce structure and accountability, and lead teams through sustained transformation. 
• Proven ability to stabilize and improve high complexity functions to enhance clarity, efficiency, and performance. 
• Experience developing and applying KPIs, service standards, and performance management frameworks. 
• Experience supporting complex customer projects or managing major accounts. 
• Strong judgment in balancing customer needs, system impacts, risk, and organizational priorities. 
• Experience in a regulated, public sector, or utility environment is an asset. 
• Knowledge of electric and natural gas utility operations and customer service models. 
• Knowledge of energy efficiency, demand management, electrification, and large customer energy needs. 
• Proven ability to work collaboratively and cross functionally with multiple departments and business units to deliver integrated energy solutions. 
• Strong verbal and written communication skills with the ability to clearly articulate expectations and lead through change.
• Must possess a valid class 5 Manitoba Driver's Licence.

• Starting salary will be commensurate with qualifications and experience.