The Senior Manager will lead the Office of the President function, resolving complex customer cases and ensuring high-quality case resolutions. Responsibilities include triaging escalations, developing playbooks, coaching specialists, analyzing trends, and collaborating with stakeholders.
About Metergy Solutions Inc. (“Metergy”)
Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.
As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing.
Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.
Our Mission
Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.
At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a Great Place to Work for the second consecutive year! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.
Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We’re proud of who we are and even prouder of where we’re headed.
Role Summary:
This role will lead the Office of the President function that resolves high-priority, complex customer cases, acting as the escalation point for systemic issues and urgent matters. This individual will own the end-to-end escalation process, drive cross-functional fixes for systemic issues, and report clear insights that reduce recurrence and improve customer trust.
Key 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.
Qualifications:
- 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 & Perks
• 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!
Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.
Top Skills
JIRA
Power BI
Salesforce
Metergy Solutions Markham, Ontario, CAN Office
8133 Warden Ave, Markham, Ontario, Canada, L6G 1B3
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