The Role
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.
Summary Generated by Built In
About Metergy Solutions Inc. (“Metergy”)
As one of North America’s most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.
Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.
As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.
Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation.
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
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The Company
What We Do
Enercare Connections is now Metergy Solutions.
As one of North America’s most experienced submetering providers, we’ve brought turnkey solutions to our clients for over 15 years, with 330,000 services under contract and 2,000,000 utility invoices issued annually. Our call centre, sales, engineering, commissioning, and billing are all under one roof – so we have you covered from design, to implementation to billing.
Metergy Solutions Inc. is a portfolio company of Brookfield Infrastructure, one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors.
