Shape the future of customer experience as the Vice President at goeasy. Drive operational excellence, leverage technology, and ensure a customer-obsessed approach in a hybrid work model.

Reporting directly to the Chief Operations Officer, you will lead the transformation agenda for customer operations. Your focus will include defining strategies for complaints management, utilizing technology and AI to enhance customer interactions. You will partner with various teams to build a high-performing culture that improves service outcomes and efficiency, creating a seamless customer journey.

Key Responsibilities:
• Define the strategy for customer experience and operational excellence
• Manage complex customer escalations with accountability and transparency
• Analyze customer pain points and share insights with teams




• Build a tech-enabled complaints management capability
• Establish KPIs and governance for operational performance

Requirements:
• 15+ years in operations, customer service, or financial services
• Robust acumen in optimizing customer operations and managing risks
• Proven record of developing leaders and high-performance teams
• Expertise in process management and continuous improvement
• Excellent stakeholder management and communication skills

Lead the charge in operational enhancement and champion a customer-centric approach at goeasy.
#J-18808-Ljbffr

📌 Vice President of Customer Experience at goeasy (Ontario)
🏢 goeasy
📍 Ontario