Job Description

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.

Manager, Operational Resilience
Status: Regular, Full Time
Department: Customer Experience
Location: Markham – 4 days in office
Compensation: $84,264 - $130,609
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

The Manager, Operational Resilience is responsible for supporting the design, implementation, and maintenance of operational resilience practices across the organization. The role focuses on ensuring critical business processes can continue during disruptions through effective planning, risk assessment, and coordination with operational teams.
This position emphasizes process-level continuity, workforce readiness, and customer experience.

Key Responsibilities
• Support the development and execution of the operational resilience framework
• Coordinate resilience activities across business units
• Embed resilience considerations into operational processes and improvement initiatives
• Work with business units to identify and document critical processes
• Map key dependencies across:
◦ People (roles, skills)
◦ Suppliers and third parties
◦ Facilities and operational assets
• Maintain up-to-date documentation of operational workflows
• Facilitate Business Impact Assessments for operational areas
• Help define:
◦ Key service impacts
◦ Acceptable downtime thresholds
◦ Recovery priorities
• Ensure alignment with business needs and customer expectations
• Develop and maintain Operational Continuity Plans (OCPs)
• Support business units in defining:
◦ Manual workarounds
◦ Alternate processes
◦ Staffing contingencies
• Ensure plans are practical, actionable, and easy to execute
• Support coordination during operational disruptions
• Help implement response procedures and track actions
• Maintain communication with operational stakeholders during incidents
• Coordinate and support resilience testing activities, including:
◦ Tabletop exercises
◦ Scenario-based simulations
• Document outcomes, identify gaps, and track remediation actions
• Monitor effectiveness of continuity plans and resilience practices
• Support post-incident reviews and lessons learned
• Identify opportunities to improve operational resilience through:
◦ Process optimization
◦ Standardization

Qualifications & Experience
• Bachelor’s degree in business, Operations or a related field
• 5–8 years of experience in: Operations, Business continuity, Process improvement or risk management
• Experience working cross-functionally with business stakeholders

Key Skills & Competencies
• Strong understanding of business operations and process flows
• Process mapping and documentation skills
• Ability to translate risks into practical operational solutions
• Organizational and coordination skills
• Strong communication and stakeholder engagement
• Analytical mindset with attention to detail
• Continuous improvement orientation

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.