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Manager, Customer Experience - Business Performance


Burnaby, BC, CA Trail, BC, CA Prince George, BC, CA

Branch: Gas
Affiliation: Management & Exempt
Employment Status: Full-Time Regular
Workplace Flexibility: Yes 
Posting End Date: Open until filled


We’re a Canadian-owned and BC-based energy company taking steps toward a lower-carbon energy future by providing renewable energy, natural gas and electricity to more than 1.2 million customers.  

We’re looking for new talent to join us as we transform BC’s energy future. Our diverse team of more than 2,600 employees is committed to a safe and inclusive culture where each of us can connect, belong and grow. Join us and let’s work together for a better BC. 

Position Overview

You’re an analytics expert who translates data and numbers into actionable solutions that improve business objectives and outcomes. You’re a results-oriented individual who thinks outside the box and is passionate about continuous improvement.
In the full time regular role as the Manager Customer Experience, Business Performance, you’ll be responsible for financial and business performance analysis, continuous process improvement efforts and workforce planning. Along with your analytical expertise, you’ll put your leadership skills to work and support our customer service teams to ensure we provide a world-class experience for our customers. 
We're committed to building a greener future in which we reduce our customers’ emissions. We need collaborators, innovators and leaders like you to help us achieve our goal. Join us in re-thinking our energy future. 

In this role, you will:

  • Lead and support the customer service department’s long term forecasting needs.  
  • Oversee short and long term staffing requirements which includes developing hiring plans for the remainder of 2023.
  • Provide oversight of the monthly and annual budgeting process for an operating budget of approximately $50 million 
  • Review and lead ongoing financial and performance analysis while identifying opportunities to improve departmental capacity and recommending action items to improve key performance indicators and metrics.
  • Provide oversight and expertise to support ongoing process improvements.

What it takes:

  • A bachelor’s degree in Business, Economics, or a business-related discipline from a recognized program. 
  • Eight to 12 years of recent, related experience or an equivalent combination of education, training and experience.  
  • A Chartered Professional Accountant designation is considered a significant asset but is not required.
  • Demonstrated experience with financial and business performance analysis, including workforce planning.

In this role, you will have the option to participate in a flexible work program with a headquarter location at any one of our Customer Service sites, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs.


Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.


To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information. 


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