Team Lead, Digital Channels

Posting End Date:

Employee Type:

Are you passionate about digital transformation and leading teams to success At Enbridge we are looking for a dedicated and ambitious individual to join our team as a Team Lead Digital Channels. This role offers an outstanding opportunity to drive world-class digital initiatives and customer experiences across web mobile IVR and chat (bot and live) channels.

If youre ready to lead a dynamic team and drive digital excellence we want to hear from you. Apply today and become a part of Enbridges journey towards crafting flawless digital experiences for our customers!

What You Will Do:

• Own responsibility for planning delivering and continuously improving customerfacing experiences

• Lead mentor and develop a team of 3-5 product owners/business analysts; set goals remove impediments and grow digital/channel expertise.

• Encourage a culture of cooperation across regions ensuring agreement on priorities and adherence to regional regulations (e.g. privacy accessibility).

• Manage distributed teams in multiple time zones; implement communication rhythms and paths for addressing blocking issues for delivery.

• Own and prioritize a multi-channel roadmap using customer impact compliance risk and value sizing; maintain transparent status and important metrics.

• Plan and manage simultaneous projects (Agile and hybrid) from discovery through release and post-production validation across Canadian and U.S. markets.

• Provide guidance on call flows and containment goals for IVR; ensure alignment with both Canadian and U.S. telephony regulations.

• Define proactive intents and dialog policies for chatbots; optimize bot containment and handoff to live agents; embed sentiment analysis across regions.

• Deliver groundbreaking customer-focused online/mobile experiences; identify task-based journeys (meter reads payments appointments service requests) with accessibility and innovative CX.

• Support CX metrics (CSAT/NPS First Contact Resolution Containment Deflection Conversion); instrument dashboards and operational reporting.

• Drive A/B tests and experiment pipelines; translate insights into backlog priorities.

• Incorporate adherence and audit readiness for Canadian and U.S. privacy regulations; keep records approvals and traceability for releases and vendor deliverables.

• Coordinate change management and training for front-line teams in both regions.

• Manage relationships with platform vendors and offshore partners; negotiate scope SLAs and success criteria for multi-jurisdictional deployments.

• Facilitate cross-border forums with Operations IT Architecture/Security Regulatory Affairs and Finance; align on readiness risk and resourcing.

Who You Are:

• Related Associates degree andminimum of seven or more years of
  directly related experience ORequivalent combination of formal
  education certification andexperience.

• Proven leader with a track record of successfully implementing digital channel strategies.

• Strong communicator and collaborator capable of encouraging a team-oriented environment.

• Expertise in managing multi-time zone teams and complex project deliveries.

• Adept at bringing to bear customer insights and analytics to drive decision-making.

• Detailed understanding of compliance requirements and guidelines in digital channel management.

• Ability to balance strategic vision with tactical execution.

Working Conditions:

• Primarily office-based with occasional travel to other company locations or vendor sites.

Physical Requirements include but are not limited to:

Grasping kneeling light moderate lifting (objects up to 20 pounds) reaching above shoulder repetitive motion typing sitting standing visual requirement (able to see screens detect color coding read fine print) hearing requirement and the ability to work in tight spaces.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand remember and apply oral and/or written instructions or other information understand complex problems and collaborate/explore alternative solutions organize thoughts and ideas into understandable terminology organize and prioritize work schedule on a short-term basis make decisions which have moderate impact on the immediate work unit and monitor impact outside this area understand and follow basic instructions and guidelines complete routine forms compose letters outlines memoranda and basic reports and communicate with individuals via telephone.

Salary Range: $96200 - 130000 USD*

*Internal applicants may refer to applicable compensation policies. Salaries are determined based on education experience certifications and skills.

Pension and Benefits Overview:

• A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health dental insurance and disability

• A paid maternity and parental leave benefitthat offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents providing flexibility and support during this important life event

• Valuable retirement savings plans including a savings plan with company stock as an investment option

• Paid time off/vacation/sick plus paid personal days off (depending on location) and paid holidays

• An Employee and Family Assistance Program

• A Wellness Program which focuses on supporting healthier employees by providing tools resources and opportunities to improve physical mental social and financial well-being

• Enbridges FlexWork (hybrid work model) offers eligible employees the option to work from home on Wednesdays and Fridays opt for a compressed workweek schedule and have flexible start and end times. Role requirements determine your eligibility for each option.

Due to our ongoing integration with Dominion Energy certain positions may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

At this time Enbridge cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

At Enbridge we are dedicated to our core value of are proud to bean Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals without regard to age race color national or ethnic origin religion sex sexual orientation gender identity or expression marital status family status veteran status Indigenous status disability or any other reason protected by federal state or local with disabilities can request accessible formats communication supports or other accessibility assistance by contacting .

Information For Applicants:

• Applications can be submitted via our online recruiting system only.

• We appreciate your interest in working with us; however only those applicants selected for interviews will be contacted.

• Final candidates for this position may be required to undergo a security screening including a criminal records check.

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