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Added 9 hours ago
Director, Employee Experience - Red River Co-op
Co-op
Winnipeg, MB
Full-time
Reporting to the Vice-President, People and Capability, the Director, Employee Experience will shape and lead this new function, connecting people strategy, communications, talent practices…
Added 10 hours ago
Part-Time Budget Officer, International Education Centre
Algonquin College of Applied Arts and Technology
Ottawa, ON
Part-time
Responsible for submitting commission requests for approval signature, starting with the Director, and Vice President, and then followed by 4 levels of approval from Finance
Added 12 hours ago
Director, Autism Program and Service Planning
Children's Treatment Network (CTN)
Richmond Hill, ON
Full-time
CTN is looking for a full-time Director, Autism Program and Service Planning who provides strategic leadership and operational oversight of CTN’s Autism and Service Planning services. This…
Added 15 hours ago
Part-Time Budget Officer, International Education Centre
Algonquin College
Ottawa, ON
Part-time
Responsible for submitting commission requests for approval signature, starting with the Director, and Vice President, and then followed by 4 levels of approval from Finance
Added 1 day ago
Administration
Health Match BC
Vancouver, BC
Full-time
…Officer for the provision of medical, clinical, operational and strategic leadership related to program development and implementation related to integration of Gynaecology and Sexual…
Added 2 days ago
Director, HR Employee Service Centre
Extendicare
Markham, ON · Extendicare (Canada) Inc.
Full-time
Reporting to the Vice President, HR Operations, the Director, Employee Service Centre (ESC) is accountable for the strategic design, operational performance, and continuous improvement of…
Added 2 days ago
Coordinator, Business Management
Potentia Renewables Inc.
Toronto, ON
$65,000 to $75,000 CAD / year
Full-time
As leaders in renewable energy development, operations, and asset management, we are not only contributing to the present but also paving the way for a cleaner, more sustainable world for…
Added 3 days ago
AVP, Student Experience and Success
Mount Royal University
Calgary, AB
Full-time
Reporting to the Vice-President, Students, the Associate Vice-President (AVP), Student Experience and Success is a senior member of the management team who works closely with the…
Added 3 days ago
Director, Enterprise Contact Centre Operations
GreenShield
Windsor, ON
Full-time
Reporting to the Vice President, Enterprise Service, the Director, Enterprise Service leads the enterprise contact centre to deliver a consistent, digital-first and high-quality experience…
Added 3 days ago
Child & Youth Care Manager (Curriculum & Quality Enhancement)
Lambert Nemec Group
Winnipeg, MB
Full-time
Reporting to the Vice President, Child Care & Development, the Child & Youth Care Manager provides strategic and operational leadership for curriculum and quality enhancement across the…
Added 4 days ago
NVP, Client Management
People Corporation
Winnipeg, MB · Toronto, ON · Burnaby, BC · Calgary, AB · MB - PC Kenaston - Wpg
Full-time
We are searching for a National Vice President, Client Operations to join our team.
Added 4 days ago
Senior Advisor Supplier Governance
National Bank of Canada
Montreal, QC
Full-time
The Vice-President – Operations, Security, it and Supplier Management, is a team made up of several specialists who work agile, proactive and collaborative to seize opportunities, stay at…
Added 4 days ago
Director, Data Centre Strategy & Market Development*** Directeur(trice), stratégie des centres de données et développement des marches
Aliaxis
Canada
Full-time
We currently have an exciting opportunity as a Director, Data Center Strategy & Market Development This role is based is a hybrid in office Oakville, Ontario and reports to the Vice…
Added 4 days ago
Director, Data Centre Strategy & Market Development*** Directeur(trice), stratégie des centres de données et développement des marches
IPEX Group
Canada
Full-time
We currently have an exciting opportunity as a Director, Data Center Strategy & Market Development This role is based is a hybrid in office Oakville, Ontario and reports to the Vice…
Added 5 days ago
Director General, Aquatic and Crop Resource Development
National Research Council Canada
Halifax, NS
Reporting to the Vice-President, Research (Life Sciences), the Director General, Aquatic and Crop Resource Development (DG, ACRD) provides strategic leadership on matters relating to…
Added 5 days ago
Vice President of Product
Auto Electric Service Ltd.
Regina, SK
Full-time
Auto Electric Service Ltd. is seeking a Vice President of Product to lead one of the most important functions in our next stage of growth.
Added 5 days ago
Vice President of Product
Auto Electric Service
Regina, SK
Full-time
Auto Electric Service Ltd. is seeking a Vice President of Product to lead one of the most important functions in our next stage of growth.
Added 5 days ago
Vice President, Research
MNP Executive Search & Professional Recruitment
Winnipeg, MB
Full-time
…December 2027, this will provide modern, purpose-built laboratory and collaborative space. The incoming Vice President and Scientific Director will be key to shape how these spaces and…
Added 6 days ago
VP, Marketing
BGIS
Markham, ON
Full-time
The Vice President, Marketing (North America) is accountable for defining and executing the organization’s enterprise-wide marketing strategy in alignment with corporate growth objectives,…
Added 6 days ago
Vice President, Customer Support & Operational Excellence
goeasy Ltd.
Mississauga, ON
Full-time
Reporting directly to the Chief Operations Officer, the Vice President, Customer Experience & Operational Excellence will set the strategy and transformation agenda for centralized…
Added 6 days ago
VP, Marketing
BGIS
Markham, ON
Full-time
The Vice President, Marketing (North America) is accountable for defining and executing the organization’s enterprise-wide marketing strategy in alignment with corporate growth objectives,…
Added 6 days ago
Director, Public Relations and Corporate Communications, Americas
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Corporate Headquarters Toronto
Full-time
Lead the strategic direction and performance management of regional public relations agency partners, including establishing objectives and KPIs in collaboration with the Senior Vice…
Added 7 days ago
Director, Club Operations
CAA Club Group
Thornhill, ON
Reporting to the Senior Vice President, Club & Automotive, the Director, Club Operations provides strategic and operational leadership across Quality Assurance, Compliance, Business Process…
Added 10 days ago
Associate Business Manager, Solar
Potentia Renewables Inc.
Toronto, ON · Greater Toronto Area, Canada
$85,000 to $100,000 CAD / year
Full-time
As leaders in renewable energy development, operations, and asset management, we are not only contributing to the present but also paving the way for a cleaner, more sustainable world for…
Added 10 days ago
Senior Manager, Sales Product Technology
Mattamy Asset Management
Toronto, ON · Etobicoke, ON
Full-time
Reporting to the Vice President, Sales & Marketing Technology, the Senior Manager, Sales Product Technology will lead the roadmap and ongoing optimization of technology that supports…

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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