Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to

goeasy Atgoeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such as

Waterstone Canada’s Most Admired Corporate Cultures

and

Canada’s Top Growing Companies . We’re also honoured to be named a

Greater Toronto Top Employer

and recognized by

Great Place to Work®

as having the

Best Workplaces for Women

&

Most Trusted Executive Teams , and included on

TIME Magazine’s 2025 list of Canada’s Best Companies . These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through

easyhome ,

easyfinancial , and

LendCare .

If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you Join us, and together, let's create a future of financial empowerment.

About The Role Build the operational engine behind goeasy’s next stage of customer experience and performance. Set the strategy, create the playbook, and help teams across the enterprise use customer insight, technology, AI, and disciplined execution to make goeasy easier to do business with.

Reporting directly to the Chief Operations Officer, the Vice President,



Customer Experience & Operational Excellence will set the strategy and transformation agenda for centralized operations—building a scalable, tech-enabled, customer-obsessed function that improves outcomes, reduces friction, strengthens operational discipline, and creates a high-performance culture.

This role is for someone who wants to build what comes next: a bold, digitally enabled operating model that understands customer pain points, uses complaints and frontline insights as a source of improvement, partners closely with goeasy’s Customer Experience team in Brand, and works across the enterprise to solve root causes and scale better experiences through process excellence, product mindset, technology, AI, and talented leaders.

What will you be doing?

Define and execute a bold roadmap for customer experience, customer servicing, complaints management, and operational excellence across centralized operations.

Own the operating model for complex and sensitive customer escalations, ensuring explicit accountability, timely resolution, appropriate executive visibility, and a consistent approach to balancing customer outcomes, risk, compliance, and business considerations.

Deeply understand customer pain points, complaint themes, servicing friction, and frontline feedback; share critical operational insights with the Customer Experience team in Brand; and partner across Product, Technology, Risk, Compliance,



Finance, and Operations to solve root causes and improve the end-to-end experience.

Build a technology- and AI-enabled enterprise complaints management capability, including intake, triage, resolution, reporting, root-cause analysis, escalation, remediation, and executive visibility.

Establish an Operations Center of Excellence that defines KPIs, health metrics, scorecards, governance routines, and mechanisms that make performance visible and action-oriented across all Contact Centre functions.

Bring a product mindset to operations by treating servicing and complaints as customer and team member journeys, translating pain points into roadmaps, pilots, MVPs, and scalable solutions.

Partner with Product, Technology, Analytics, Risk, Compliance, Legal, Finance, and frontline leaders to modernize tools, workflows, automation, knowledge management, reporting, and self-serve capabilities.

Simplify journeys, reduce manual work and rework, improve cost-to-serve, and redesign processes before automating.

Build and develop a high-performing leadership team with strong ownership, succession depth, high standards, pace, and customer impact.

Champion transformation by communicating the vision, aligning stakeholders, removing barriers, and ensuring new ways of working are adopted and sustained.

Who you are?

You are a strategic, progressive operations leader who can shape a function, set standards, and influence senior leaders across the enterprise.

You know how to turn customer pain points, operational data, complaint themes, and frontline insights into clear priorities, critical insights for the Customer Experience team, scalable

📌 Vice President, Customer Support (Canada)
🏢 goeasy
📍 Canada