Process Design Manager (Operations)

About the Role:

Love turning complex customer journeys into simple, seamless experiences? Come help us redesign how customers experience goeasy.

The Operational Experience & Process Design Manager will help make those moments simpler, clearer, and easier to navigate. This is a hands-on individual contributor role for someone who likes solving real customer problems, digging into how work actually happens, testing better ways to do things, and helping build processes that scale. You will delivery measurable improvements to customer experience, operational effectiveness, quality, and risk outcomes through practice process design and continuous improvement.

What will you be doing?

• Find the friction: use data, customer feedback, associate input, and operational insights to spot where customers or associates get confused, slowed down, or stuck.
• Map the journey: understand how customers move through key moments today, then help design simpler future-state journeys, workflows, controls, and processes.
• Test better ways: turn messy customer problems into clear recommendations, practical experiments, process changes, job aids, routines, and scalable ways of working.
• Lead and support improvement initiatives from discovery through implementation and measurement of results
• Use process thinking: apply process engineering, Lean, Six Sigma, and continuous improvement practices to reduce waste, improve quality, and create measurable customer impact.
• Quantify opportunities, measure impacts, and use data to prioritize improvement recommendations that delivery meaningful customer and business outcomes.
• Work across teams: partner with Operations, Risk, Compliance, Product, Analytics, and Technology to make customer journeys easier and support automation or workflow redesign opportunities.
• Make improvements stick: support root-cause analysis, issue resolution, remediation planning, performance tracking, and quality routines so changes last.
• Help shape the function: contribute to the tools, templates, routines, and ways of working for a new customer-focused process design capability.
• Partner with product and technology teams to identify opportunities for automation, digitization, and workflow simplification

Who are you?

• You are curious, practical, and a little allergic to unnecessary customer friction.
• You love asking "why is this hard for the customer?" and then figuring out how to make it better.
• You are comfortable with ambiguity, willing to get into the details, and able to turn messy information into clear next steps.
• You think like a product-minded operator-focused on the customer experience, grounded in how teams actually work, and thoughtful about risk.
• You care about making things easier for customers, and you are always looking for ways to make work simpler, faster, safer, clearer, or more effective.

What experience do you have?

• 2 to 5 years of experience in process improvement, operations, business analysis, consulting, product operations, risk management, or a related field.
• Experience with process design, process mapping, workflow improvement, customer journey mapping, root-cause analysis, or continuous improvement initiatives.
• Working knowledge of Lean, Six Sigma, process engineering, or structured problem-solving methodologies.
• Strong analytical and communication skills, with the ability to use data to understand problems, support recommendations, and explain complex issues simply.
• A degree in Engineering, Business, Operations, Mathematics, Analytics, or a related field; Engineering backgrounds are especially well suited to this role.
• Experience in financial services, lending, customer operations, or regulated environments is an asset; an understanding of how regulation impacts business processes is helpful.

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.

$90,00.00 - $120,000.00 CAD (includes base salary and bonus)

We're committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.

At goeasy, we believe transparency fosters trust - and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.

Should your total compensation expectations fall above the posted range, we still encourage you to apply. If selected for an interview, you'll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit. Total compensation includes base salary and bonus.

This posting is for an existing vacancy within our team.

Financial Benefits:

• RRSP matching and Employee Share Purchase Plan programs.
• Annual bonus that rewards your hard work and dedication.
• Employee discounts on furniture, electronics, and appliances.
• MAT & PAT leave top-up.
• Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

• Enjoy company-paid volunteer days to give back to the community.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a flexible modular benefits package.
• Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks:

• Fuel your growth with the Tuition Assistance Program.
• Double the impact of your generosity with Company Matched Charitable Donations.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!

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