Advisor Customer Response

INDEPENDENT ELECTRICITY SYSTEM OPERATOR (IESO)

Why join us? 

You’ve got great skills. And you want to use them in an organization where you know what you do every day matters. We get that.
We also know that ensuring Ontarians have access to affordable and reliable power doesn’t happen by accident. So we give you the tools, flexibility and support you need to achieve your goals, and development opportunities to help you grow. You’ll thrive in a collaborative, team-based environment that values your unique skills and experiences – and recognizes that when you do better, we become even better too.  

Who we are 

The Independent Electricity System Operator (IESO) works at the centre of the province’s power system, ensuring Ontarians have access to reliable and cost-effective electricity when and where they need it. We operate the province’s electricity grid 24/7, design, run and oversee the wholesale electricity markets, and plan and prepare to meet Ontario’s electricity needs – now and into the future.

 

The Opportunity

This position will champion customer issues for resolution in the IESO ensuring that market participants are able to participate effectively in markets and programs. Responsible for ensuring that the IESO is seen as a trusted advisor in all interactions from the customer response team. Will be counted on to play a customer advocate role in internal project teams, ensuring that customer feedback is considered and responded to appropriately.

What You'll be Doing

1. Manage customer issues to champion their resolution within the IESO. Negotiate with subject matter experts and customers to achieve an acceptable resolution to their inquiries. Assist customer relations associates with complex customer inquiries/issues that involve multiple subject matter experts, process changes and/or updates to documentation.

2. Provide sound advice, guidance, information directly to market participants, associations and their agents related to their business relationship with the IESO.

3. Participate on IESO project teams as the customer representative to ensure that customer feedback is considered and incorporated in project design and implementation. Design a customer readiness strategy for externally facing IT projects to ensure that market participants are prepared for changes.

4. Provide technical advice and guidance to Market Participants and others regarding the technical, economic and legislative parameters governing the energy industry and the marketplace, including the market regulations, design, rules, obligations and processes. Respond/consult accordingly and where appropriate, seek subject matter expert advice.

5. Maintain expert market knowledge consistent with corporate strategic direction (e.g. market operation issues, market rules, IESO business processes). Provide customers and other IESO staff with updates, interpretations and customer impacts.

6. Maintain and distribute monthly reporting of customer response activities.

7. Look for opportunities to communicate to customers based on issues tracking.

8. Identify and develop training/education material and requirements. Assist in the development and delivery to relevant customer and stakeholder groups as required. (e.g. public information sessions, website enhancements, training material)

9. On an ongoing basis, review the effectiveness of existing processes and recommend changes to processes, systems, procedures and market documents as necessary. Propose and identify information and reporting requirements as required.

10. Manage specific market participant or association accounts to coordinate and encourage communication with market participants.

11. Perform other duties as may be required.

What You Need to Succeed

Education:

• Requires academic training in business, commerce, accounting, or engineering to understand and apply the technical/economic legislative parameters governing the energy industry and market place.
• Requires superior knowledge of communication techniques and theories at a level to review and/or assist in the development of comprehensive instructions, policies, practices, and procedures for effective communication to customers in relation to the complaints, inquiries, advice and guidance on Market Participant requirements. 
• Requires superior written and verbal communication skills.
• This knowledge is considered to be normally acquired either through the successful completion of 4 years University education or by having the equivalent education.

Experience:

• Requires experience in methods of discovery, investigation and process design, which involves having good analytical, reasoning and negotiating skills to resolve unique market related problems or questions.
• Experience in the Utility business and/or general understanding of IESO’s structure and functional areas is also needed.
• Requires experience in dealing with customers (internal & external to the IESO) in a professional and service focused environment.  Requires experience to effectively deal with complex inquiries as well as escalated and sensitive situations. 
• A period of 6 years, up to and including 8 years is considered necessary to gain this experience.

What’s in it for you

• A comprehensive total rewards program, including best-in-class benefits and a flexible workplace 
• A challenging, fast-paced and collaborative team environment, where your perspectives and experiences matter 
• Leaders who support your growth and success through regular feedback and coaching 
• The opportunity to work with some of the brightest minds in the industry 
   

Deadline: June 25, 2025

For future reference, please ensure to save a copy of the job description as it will no longer be available once the posting closes.

At the IESO, we know that achieving great results depends on embracing diversity by attracting, developing and retaining people from a wide variety of backgrounds. We do this by ensuring our recruitment and advancement policies are fair and equitable, and by creating an accessible and inclusive environment – one that values every team member’s unique skills and experiences and ensures they have the support they need to achieve their potential. If you require accommodation during the recruitment process, please let us know. 

We thank you for your interest in a career at the IESO, but we will only contact those candidates selected for an interview. 

Note: The successful candidate must be eligible to work in Canada and will be subject to a background check.

The IESO offers a hybrid work model program to most of our employees, based on business needs. Individuals participating in the program can work an average of three days per week remotely within Ontario. It also offers three flex weeks when individuals can work remotely within Ontario . When working in the office, you will be located at our Mississauga, Toronto, or Oakville location.

Join our talent community

Sign up for talent community; stay in touch, find out about new opportunities – and discover how you can make a difference. Discover how we use our expertise and commitment to deliver reliable and affordable electricity to Ontario’s businesses and communities, and how we’re innovating to secure a stronger energy future for all Ontarians. Visit Careers at IESO and be sure to follow us on LinkedIn.

Find out why we were selected as Greater Toronto’s Top 2025 Employers, and what we offer.