Director, Customer Services & Operations

About the role

The Director, Customer Services & Operations will shape and execute a seamless, compliant, and customer‑centric experience across all touchpoints. Reporting to senior leadership, you will combine strategic vision with hands‑on execution to drive transformation, operational excellence, and data‑driven innovation in billing, service, and metering functions.

Key responsibilities

• Lead customer‑experience transformation, defining end‑to‑end strategies for billing, service and usage transparency while establishing standards, service levels and journey maps.
• Convert voice‑of‑customer insights into actionable improvements and manage CX risks, championing advocacy across regulatory, financial and operational priorities.
• Oversee contact‑centre performance—including workforce, service levels, vendors and quality—and promote digital and self‑service adoption.
• Drive operational excellence through aligned training, scripting, knowledge management and continuous‑improvement initiatives such as automation, AI and process simplification.
• Optimize systems and processes across customer success, financial experience and meter‑data management to enable proactive, high‑quality interactions.
• Ensure compliance with regulatory and consumer‑protection requirements, leading complaint resolution, audit readiness and governance.
• Manage billing, collections, revenue assurance and meter‑data integrity (including AMI systems) while building high‑performing, customer‑centric teams.

Required profile

• Post‑secondary education in business administration.

Required skills

• Automation
• Artificial Intelligence (AI)
• Advanced Metering Infrastructure (AMI)