EPCOR Careers

Description

• Lead development and execution of the annual operational plan, including priorities, resource planning, budgeting, and staffing to achieve targets.
• Ensure dispatch operations consistently adhere to defined processes, procedures, and service standards.
• Work cross-functionally across linear assets (water and wastewater collection systems) as well as more broadly across EPCOR Water Services to drive continuous improvement by identifying and implementing process changes and system enhancements that improve service delivery and reliability.
• Oversee 24/7 dispatch responses to emergent events, including water main breaks, water quality concerns (including sample scheduling), sewer issues, and spills.
• Ensure dispatch operations support all safety‑sensitive work through clear procedures, training, and compliance with legislative and regulatory requirements.
• Manage internal relationships with EPCOR Energy Services and customer services provided through the service level agreement.
• Promote a safe work environment and zero‑injury culture; lead incident investigations, root‑cause analysis, and corrective actions.
• Evaluate customer service interactions to ensure service quality standards (reliability, responsiveness, assurance, empathy, professionalism) are consistently met.
• Deliver and analyze monthly performance‑based rate reporting, identifying trends and opportunities to improve customer satisfaction.
• Build and lead a high‑performing team in a unionized environment through clear expectations, accountability, performance management, and development.
• Collaborate cross‑functionally and lead customer experience initiatives, including requirements definition and user acceptance testing, to improve dispatch outcomes.

• A university degree or college diploma in Business, Engineering, or a related discipline.

• 5+ years managing teams of technical professionals and administrative staff.  
• 3+ years utility experience.  
• Experience managing in a unionized environment, including performance management and professional development.  
• Demonstrated ability to de-escalate difficult customer situations with empathy, efficiency, and solution focus.  
• Strong track record of continuous improvement and leading change in operational settings. 

• Understanding of the utility sector and experience in a regulated business environment.
• Familiarity with foundational utility systems/tools such as work management, GIS, customer care & billing, and telephony systems, plus the functional capabilities of business intelligence tools.
• Strong written and verbal communication, problem-solving, delegation, coaching, and accountability practices.
• Ability to lead change, manage impacts, and align teams through shifting priorities.

• Valid Class 5 Alberta Driver’s License and ability to obtain/maintain an EPCOR driver’s permit (up to 6 demerits).

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.
• Prior infractions for unsafe driving behaviours will be evaluated and considered for non-selection regardless of current demerits on file.
• If you are required to provide your own personal reliable vehicle - Successful applicants must provide their own vehicles with appropriate insurance in accordance with EPCOR’s Employee Mileage Reimbursement Policy. You will be reimbursed in accordance with EPCOR’s Employee Mileage Reimbursement Policy.