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
[https://www.greatplacetowork.ca/en/certified-company/z4870188000051659502] 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.
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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.
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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.
