Description

Posting End Date:

February 12, 2026

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

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 you’re ready to lead a dynamic team and drive digital excellence, we want to hear from you. Apply today and become a part of Enbridge’s journey towards crafting flawless digital experiences for our customers!

What You Will Do:

  • Own responsibility for planning, delivering, and continuously improving customer‑facing 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 Associate’s degree and minimum of seven or more years of 
    directly related experience OR equivalent combination of formal 
    education, certification and experience.

  • 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: $96,200 – 130,000 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 benefit that 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

  • Enbridge’s 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 Inclusion. We are proud to be an 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 law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

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.

To learn more about us, visit www.enbridge.com