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Added 25 mins ago
Senior Software Engineer, Platform & Integration - EN 362
Export Development Canada | Exportation et développement Canada
Ottawa, ON
$96,557 to $128,743 CAD / year
Full-time
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to…
Added 25 mins ago
Senior Software Engineer, Platform & Integration - EN 362
Export Development Canada | Exportation et développement Canada
Brossard, QC
$96,557 to $128,743 CAD / year
Full-time
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to…
Added 25 mins ago
Senior Software Engineer, Platform & Integration - EN 362
Export Development Canada | Exportation et développement Canada
Mississauga, ON
$96,557 to $128,743 CAD / year
Full-time
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to…
Added 25 mins ago
Senior Software Engineer, Platform & Integration - EN 362
Export Development Canada | Exportation et développement Canada
Toronto, ON
$96,557 to $128,743 CAD / year
Full-time
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to…
Added 25 mins ago
Senior Software Engineer, Platform & Integration - EN 362
Export Development Canada | Exportation et développement Canada
Montreal, QC
$96,557 to $128,743 CAD / year
Full-time
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to…
Added 55 mins ago
People & Culture Specialist
Lantern
AB · Edmonton, AB
Full-time
As a key member of the People & Culture team, you will own and optimize our HR technology ecosystem, ensuring our people data, systems, and programs are efficient, scalable, and…
Added 56 mins ago
People & Culture Specialist
Lantern
AB
As a key member of the People & Culture team, you will own and optimize our HR technology ecosystem, ensuring our people data, systems, and programs are efficient, scalable, and…
Added 1 hour ago
Vice President, Innovation & Offer Development (70309772)
Sodexo Canada Ltd
Toronto, ON
Full-time
…into innovative and integrated solutions. Reporting to the Chief Executive Officer, the role serves as the enterprise bridge between Sales, Client Growth and Operations, bringing together…
Added 1 hour ago
VP, Global Commerce
SGS & Co
Toronto, ON
$200,000 to $240,000 USD / year
Full-time
Build-Partner-Buy. Marks partners with Propelis’ in-house technology company, 5Flow to build and deploy AI tools as well as build the integrations with 3rd party tools.
Added 1 hour ago
Senior Director of Talent Acquisition
Versapay
Canada
Full-time
…will carry our next stage of growth. Reporting directly to the Chief People Officer, you will lead the recruiting team and partner directly with the executive team and business leaders to…
Added 1 hour ago
Manager, Corporate Affairs
Elections Ontario
Toronto, ON · North York, ON
Contract
The Office of the Chief Electoral Officer (Elections Ontario) is an independent, non-partisan office of the Legislative Assembly of Ontario, responsible for administering provincial…
Added 2 hours ago
Senior Policy Advisor
Elections Ontario
Toronto, ON · North York, ON
Full-time
The Office of the Chief Electoral Officer (Elections Ontario) is an independent, non-partisan office of the Legislative Assembly of Ontario, responsible for administering provincial…
Added 3 hours ago
Strategic Sourcing Advisor
Elections Ontario
Toronto, ON · North York, ON
Full-time
The Office of the Chief Electoral Officer (Elections Ontario) is an independent, non-partisan office of the Legislative Assembly of Ontario, responsible for administering provincial…
Added 3 hours ago
Forward Deployed Engineer
Urban Ridge Supplies
Toronto, ON
Full-time
Signal 1 helps health systems accelerate AI adoption with a category defining technology platform. Signal 1’s first product, the AI Management System (AIMS), gives health system leaders…
Added 3 hours ago
Senior Software Engineer (Conductor)
Urban Ridge Supplies
Toronto, ON
Full-time
This role reports directly into the Co-Founder & Chief Technology Officer. The software you ship, the workflows you automate, and the deployments you own translate directly into care at…
Added 6 hours ago
Chief Financial Officer (CFO) Strategic Business Executive
Grey Eagle Resort & Casino
Calgary, AB
Full-time
The Chief Financial Officer (CFO) is a key executive leader responsible for the financial stewardship, strategic planning, governance support, and long-term sustainability of Grey Eagle…
Added 9 hours ago
Consultant Psychologist
Calian in Space & Technology
Montreal, QC
Temporary
Ongoing support from our Senior Consulting Psychologist and Chief Psychologist.
Added 10 hours ago
Director - Health Records - Regular Full-Time - 2026-18625 (2026-18625)
Sunnybrook
Toronto, ON
Full-time
Reporting to the Vice President, Digital Health and Chief Information Officer, the successful candidate will be responsible for overseeing the management and strategic direction of the…
Added 11 hours ago
Senior Executive Assistant & Governance Coordinator
University of Ottawa
Ottawa, ON
Full-time
$69,393.00 - $86,741.00About the Office of the Chief Risk Officer:
Added 12 hours ago
Product Manager, Information Technology (Strategic Portfolio) – 1 Year Contract/Job Rotation
City of Burlington
SIMS Square
Full-time
The Product Manager, Information Technology, Strategic Portfolio is a senior strategic role reporting to the Director/Chief Information Officer and working across the Information Technology…
Added 17 hours ago
Records Clerk
Town of LaSalle, Ontario
Lasalle, ON
Full-time
Process incoming civilian summonses and subpoenas and officer subpoenas
Added 18 hours ago
Chief Financial Officer (CFO) Strategic Business Executive
Grey Eagle Resort & Casino
Calgary, AB
Full-time
The Chief Financial Officer (CFO) is a key executive leader responsible for the financial stewardship, strategic planning, governance support, and long-term sustainability of Grey Eagle…
Added 18 hours ago
Vice-President, Quality & Chief Nursing and Allied Health Officer
Sanya’k̓ula
Vancouver, BC
Full-time
Reporting to the President and Chief Executive Officer, the Vice-President, Professional Practice & Chief Nursing Executive is responsible for the strategies and leadership of Professional…
Added 19 hours ago
Vice President, Business Control Assurance
BMO Capital Markets
Toronto, ON
Full-time
The VP, Business Control Assurance is part of Governance and Controls within the Capital Markets Office of the Chief Operating Officer (OCOO). Reporting to the MD, Control Assurance, the…
Added 19 hours ago
Vice President, Global Markets Business Control – Commodities
BMO Capital Markets
Toronto, ON
Full-time
…Governance and Controls within the Capital Markets Office of the Chief Operating Officer (OCOO). Reporting to the Director, GM Business Control, the role provides first-line operational and…

goeasy Ltd.

Vice President, Customer Support & Operational Excellence

Mississauga, ON, Canada

Job type: Full-time
Apply by: Oct 22, 2026
Posting language: English
Posted: Sep 22, 2026

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Original job description

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, 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 clear 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 solutions, and measurable outcomes.
You are energized by building what does not yet exist.
You bring the discipline of a scaled financial institution with the speed, simplicity, and digital-first mindset of a modern fintech.
You are customer obsessed, product minded, financially fluent, and talent focused.
You know how to build leaders who raise the bar for the teams beneath them.

What experience do you have?

15+ years of progressive experience across a relevant combination of operations, servicing, customer operations, financial services, lending, banking, transformation, process management, or related disciplines.
Strong financial services acumen, including customer servicing, operational risk, regulatory expectations, controls, cost-to-serve, and enterprise value drivers.
Experience building or transforming customer operations, servicing, complaints management, operational excellence, shared services, or center-of-excellence capabilities.
Proven ability to build scalable, customer-obsessed, high-performance teams with strong leaders, clear ownership, and succession depth.
Demonstrated strength in developing leaders, coaching for performance, raising the talent bar, and creating teams where managers are strong talent stewards.
Strong product mindset, with the ability to translate customer pain points, complaint themes, frontline friction, and operational data into problem statements, roadmaps, pilots, MVPs, and scalable solutions.
Strong process management and continuous improvement capability, including journey mapping, workflow redesign, root-cause analysis, structured problem solving, and benefits tracking.
Strong technology and data fluency, including experience with automation, AI-enabled insights, workflow tools, dashboards, knowledge platforms, self-service, or digital customer journeys.
Exceptional communication, executive presence, stakeholder management, and change leadership skills in a fast-paced, high-growth, regulated, or complex environment.

We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.

Internal Applicants: please apply through the link and provide written endorsement from your current manager.

This posting is for an existing vacancy within our team.

Why should you work for goeasy?

Financial Benefits

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer:

Performance-based annual bonus and long-term equity incentives designed to support leadership impact and long-term wealth creation.
As a TSX-listed company (GSY), goeasy offers long-term equity incentives and a strong track record of shareholder returns, giving team members the opportunity to contribute to and benefit from our continued success.
Employee discounts on furniture, electronics, and appliances.
MAT & PAT leave top-up.

Leadership & Career Growth

Access to high-impact, high-visibility roles with direct influence on business outcomes.
Participation in goeasy’s executive leadership development programs.
Lead your own development journey with personalized growth plans, supported by coaching and mentorship to help you reach your leadership goals.
Fuel your personal and professional growth with our Tuition Assistance Program.

Health and Lifestyle

Immediate enrollment in comprehensive health, dental, and vision benefits.
Access 24/7 healthcare with Virtual Doctor Appointments.
Explore a wide range of wellness options through our new Wellhub benefit – from fitness memberships to mental health resources.
Enjoy a state-of-the-art office space with perks like a games room, healthy snack program, free gated parking, and exclusive access to our on-site private gym and fitness studio at head office.
Give back with company-paid volunteer days and Company Matched Charitable Donations.

Diversity, Inclusion, And Equal Opportunity Employment

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs. 

Additional Information

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above. 

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More about this job

Responsibilities

The Vice President will define and execute a strategy for customer experience, servicing, and operational excellence across centralized operations. They will lead the transformation of the operating model by integrating technology, AI, and process improvements to enhance customer outcomes and reduce friction.

Requirements

Candidates must have 15+ years of progressive experience in operations, financial services, or related disciplines with a strong background in transformation and leadership. The role requires exceptional communication skills, financial acumen, and the ability to build scalable, high-performance teams in a regulated environment.

Skills

Operational excellence
Customer experience strategy
Financial services
Change leadership
Process management
Data fluency
AI-enabled insights
Stakeholder management
Product mindset
Complaints management
Executive presence
Strategic planning
Team leadership
Regulatory compliance
Workflow redesign

Benefits

Performance-based annual bonus
Long-term equity incentives
Employee discounts
Maternity and paternity leave top-up
Comprehensive health, dental, and vision benefits
Virtual doctor appointments
Wellness options
Tuition assistance program
Volunteer days
Company matched charitable donations

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Operational Excellence
Financial Services
Fintech
AI
Automation
Process Management
Journey Mapping
Root-cause Analysis
KPIs
Governance
Change Management
Lending
Banking
Shared Services
Product Mindset
Regulatory Expectations
Operational Risk
Dashboarding
Self-service Capabilities

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