21 meilleures offres (developer operations engineer, columbus) (à pourvoir)

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- De 75 000 $ à 90 000 $ par an
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Senior Manager, Engineering
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Client Manager
Provident Energy Management Inc —Vaughan, ON
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- Heures supplémentaires
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Escalation Manager

Provident Energy Management Inc
Vaughan, ON

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Détails du poste

Compétences

Certification Six Sigma
Utilisation d'un ordinateur
Esprit d'analyse
Baccalauréat
Gestion des données
Système CVC
Diplôme d'études collégiales (hors Québec)
Affaires
Compétences en communication
Négociation
Gestion du temps

Description complète du poste

Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area and Canada specializing in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we've supported our clients’ energy savings and sustainability objectives through state-of-the-art building automation and sub-metering services.

Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We're highly focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.

Join us!

ROLE

The Escalation Manager is responsible for overseeing and resolving complex customer and client issues within the sub‑metering and utility billing environment in compliance with the Unit Sub Metering Code and other relevant regulations. This role serves as the primary point of contact for high‑priority escalations related to billing accuracy, meter data, system performance, and customer satisfaction.

The Escalation Manager combines strong operational expertise in sub‑metering (electricity, water, gas, HVAC), customer service excellence, and cross‑functional leadership to ensure timely, root‑cause resolution and continuous improvement.

RESPONSIBILITIES

Essential Duties and Responsibilities include, but are not limited to the following:

Escalation Management

Act as the central point of ownership for all high‑severity escalations (OEB, BBB, clients, property managers, and end customers)
Manage the full escalation lifecycle: intake, prioritization, investigation, resolution, and closure
Ensure SLAs and response timelines are consistently met or exceeded
Provide clear, proactive communication to stakeholders throughout the escalation process
Will have access to confidential information and be responsible for handling this information with the greatest care

Issue Investigation & Resolution

Lead root cause analysis across billing, meter data, system integrations, and field operations
Coordinate with internal teams (billing, meter operations, IT, customer care, and finance) to resolve issues
Validate billing accuracy and ensure regulatory and contractual compliance
Identify systemic issues and recommend corrective actions
Answer any customer inquiries regarding meter consumption. Must be able to analyze and read consumption data, consider and understand what is occurring in the unit (low/high usage, estimated reads, average consumption, checking for leaks) and be able to explain to the customer their consumption patterns

Client & Stakeholder Management

Serve as a senior escalation contact for key clients, property managers, developers and partners
Build trusted relationships through transparency, accountability, and responsive service
Present findings, reports, and resolution plans to clients and leadership
De‑escalate sensitive situations effectively

Process Improvement

Identify recurring issues and implement process improvements to reduce escalation volume
Develop and maintain escalation playbooks, SOPs, and documentation
Partner with product and technology teams to improve systems and data quality
Track trends and provide actionable insights to leadership

Reporting & Performance Management

Monitor escalation metrics (volume, resolution time, root causes, recurring issues)
Create regular reports and dashboards for leadership review
Drive continuous improvement initiatives based on data insights

Ensure compliance with regulatory, contractual, and internal policies

Ensure that the sub-metering business is fully compliant with all changes to the Unit Sub Metering Code as well as any other regulatory requirements that may be mandated by the Ontario Energy Board
Ensure customer bills are compliant with regulatory requirements are per the Ontario Energy Board’s Unit Sub Metering Code
Oversee, monitor and maintain the Conditions of Service to be compliant with the Unit Sub Metering Code and any other regulatory requirements
Maintain up-to-date knowledge of the Ontario Energy Board’s Unit Sub-Metering Code and other relevant regulations such as CASL, Privacy to ensure compliance across the business unit. Other changes and requirements as mandated by the OEB

Other

Perform other duties as assigned
Support special projects and customer outreach initiatives aimed at reducing bad debt, resolving account escalations, improving payment outcomes, and enhancing the overall customer experience

REQUIREMENTS

College diploma or university degree in business administration or a related discipline or equivalent knowledge and experience
5+ years of experience in utilities, sub‑metering, energy billing, or a related field
2+ years managing escalations, complaints, or complex customer issues
Excellent understanding of sub-metering, the Ontario Energy Board’s Sub Metering Code, customer relationship management and issue dispute resolution
Strong knowledge of utility billing processes (electricity, water, gas, HVAC)
Experience working with meter data management systems and billing platforms (Cogsdale and North Star)
Strong verbal and written communication skills
Excellent problem‑solving and analytical skills
Strong time management skills with the ability to work under pressure and meet tight deadlines
Strong conflict negotiation skills, with the ability to influence and resolve difficult situations
Ability to plan, prioritize and execute multiple projects and initiatives within established timelines

Preferred

Experience with multi‑residential or commercial sub‑metering environments
Knowledge of regulatory frameworks (e.g., energy boards, utility compliance standards)
Experience working with CRM/ticketing systems (e.g., Salesforce, Zendesk)
Lean/Six Sigma or process improvement certification

WORKING CONDITIONS

Office environment with frequent sitting at a desk
Manual dexterity required to use desktop computer and peripherals.
Overtime as required.
Lifting or moving up to 10lbs may be required.

The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources

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