Senior Manager, Customer Service Operations

Our contact center plays a vital role in supporting over 400 retail locations across the country, helping Canadians reach their personal and financial goals. Through specialized, high-impact teams, we deliver the expert service, care, and support that fuel goeasy's success.

Job Overview

The Senior Manager, Customer Service Operations is responsible for leading the day-to-day front line service team and ensuring customers receive timely, effective, and consistent support across every interaction. This role combines strong people leadership with operational discipline, customer advocacy, performance management, and escalation leadership. The Senior Manager will use customer feedback, operational data, and frontline insights to identify opportunities, address root causes, and partner across the organization to improve the customer experience and operational outcomes.

Lead exceptional customer experiences. Drive operational performance. Build a service organization that is responsive, accountable, and focused on doing what is right for our customers.

A day in the life of a Senior Manager, Customer Service Operations:
• Lead and oversee day-to-day Customer Service operations, ensuring calls, emails, and other customer interactions are handled efficiently, accurately, professionally, and within established service levels and SLAs.
• Establish clear performance expectations, operating routines, and accountability measures that drive customer focus, productivity, responsiveness, quality, and operational performance.
• Own and monitor key operational KPIs, including service levels, response times, adherence, productivity, volumes, customer outcomes, and other measures that demonstrate the health and effectiveness of the operation.
• Lead the management and resolution of complex customer issues and escalations, ensuring appropriate ownership, timely resolution, thoughtful communication, and a strong focus on customer outcomes.
• Act as a customer advocate by identifying trends in customer feedback, dissatisfaction, and escalations and ensuring the voice of the customer is reflected in operational priorities and decisions.
• Analyze customer and operational data to identify recurring issues, root causes, performance gaps, and opportunities to improve the customer and associate experience.
• Partner with Operational Experience & Process Design and cross-functional teams to translate frontline insights and identified pain points into opportunities for process, technology, workflow, or experience improvements.
• Ensure new processes, initiatives, policies, and operational changes are effectively implemented within the service environment, with clear communication, frontline readiness, accountability, and performance monitoring.
• Establish strong performance management and coaching routines that develop leaders and frontline associates, strengthen capability, address performance gaps, and create a culture of ownership and continuous learning.
• Lead workforce and capacity management in partnership with relevant teams, balancing customer demand, staffing, productivity, occupancy, service levels, and employee experience.
• Ensure appropriate operational controls, policies, procedures, and governance are followed, identifying risks and control gaps and taking action to protect customers and the business.
• Build strong relationships with internal partners including Operations, Risk, Compliance, Product, Analytics, Technology, and other business teams to resolve customer and operational challenges effectively.
• Champion operational excellence by identifying opportunities to improve performance, eliminate friction for customers and associates, and ensure the service organization remains efficient, scalable, and aligned to business priorities.
• Build, lead, and develop a high-performing service leadership team, creating a culture of customer obsession, accountability, collaboration, coaching, and performance excellence

Who you are:
• You are customer-focused and understand that exceptional customer experiences are created through strong leadership, disciplined execution, and empowered employees.
• You are a natural leader who sets clear expectations, creates accountability, and develops people while fostering a positive and engaging environment.
• You are a strategic and analytical thinker who can move between the big picture and the operational details, using data and customer insights to understand what is happening and why.
• You are confident managing complex customer situations and operational challenges, with the judgment and empathy required to make decisions that balance customer needs, business objectives, risk, and regulatory expectations.
• You are comfortable with ambiguity and change and can bring structure, clarity, and focus to a fast-paced operating environment.
• You are a strong communicator and collaborator who can influence senior leaders, frontline teams, and cross-functional partners to achieve shared outcomes.

What we are looking for:
• 5 to 10 years of experience in customer service, contact centre operations, customer experience, financial services, lending, or a related operational environment.
• Demonstrated experience leading people leaders and frontline teams, with a strong track record of coaching, developing talent, and building high-performing teams.
• Strong knowledge of contact centre operations, including service levels, SLAs, adherence, productivity, workforce management, occupancy, customer experience, and performance management.
• Strong analytical and problem-solving skills, with the ability to use data, KPIs, customer feedback, and operational trends to identify issues, determine root causes, and drive action.
• Demonstrated experience managing complex customer escalations and resolving issues with sound judgment, empathy, and a strong focus on customer outcomes.
• Strong communication, influencing, and stakeholder management skills, including the ability to work effectively with senior leaders and cross-functional partners.
• Experience working in financial services, lending, customer operations, or a regulated environment is an asset, with an understanding of regulatory, risk, and customer protection requirements.
• Post-secondary education in Business, Operations, Customer Experience, or a related field is preferred.

Why work with us?

• Leverage our RRSP match and Employee Share Purchase Plan programs.
• State of the art office, with free Company Gym, Games Room
• Employee discounts on furniture, electronics, and appliances.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a customizable package including options for 100% coverage.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Celebrate properly, with your birthday off PAID! Along with 5 personal days and two weeks paid vacation.
• For complete picture of total rewards, please click here.

We are offering $74,733.00 - $100,000.00/year CAD for this role, plus the opportunity to earn monthly bonuses.

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.

This posting is for an existing vacancy within our team.

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