Senior Manager, Operational Experience & Process Design

About the Role:

Design simpler customer and employee experiences. Build smarter processes. Help make goeasy easier to do business with-and easier to operate.

The Senior Manager, Operational Experience & Process Design will help build those experiences from the inside out-designing the processes, workflows, metrics, and team routines that make goeasy easier for customers to work with and easier for our teams to run. This is a high-autonomy role for someone who loves turning operational complexity into clear, practical systems that can scale. This is a build role. You will help shape how process management works at goeasy, influence how we run the business, and create lasting impact across a growing Operations organization. You will have the mandate to create the playbook, build the team, and help make goeasy simpler, faster, and better for the customers who count on us.

What will you be doing?

• Design, build, and scale end-to-end customer and associate journeys that are simple, practical, measurable, well-controlled, and better for customers.
• Establish and maintain a prioritized improvement roadmap aligned to business strategy, customer needs, and organizational objectives.
• Apply process engineering, Lean, Six Sigma, and continuous improvement practices to simplify work, reduce waste, improve quality, and create measurable business impact.
• Own the identification, prioritization, and delivery of process improvements thru the use of data, customer feedback, and operational insights to solution what is slowing us down, what is confusing customers, and where we can make the experience better.
• Embed change management throughout the improvement process that drive adoption, sustain improvements, and embed new ways of working across the organization.
• Lead design work on future-state operating models, customer journeys, and process architectures that support organizational growth, scalability, and strategic objectives.
• Translate pain points into practical process, workflow, control, and technology improvements that balance speed, simplicity, risk, and regulatory expectations.
• Build quality into processes through clear standards, controls, routines, metrics, and governance that make issues easier to see and easier to solve.
• Partner across Operations, Risk, Compliance, Product, Analytics, and Technology to improve how work flows across teams and identify opportunities for automation, workflow redesign, and smarter decision making.Build, lead, and develop a team of process professionals, creating a culture of customer obsession, curiosity, ownership, disciplined problem solving, and continuous improvement.

Who you are:

• You think like a product builder and an operator-curious about the customer experience, practical about execution, and disciplined about risk.
• You are a natural problem solver who gets energy from making complex processes simpler, clearer, and better.
• You are excited by ambiguity and the opportunity to build a new function with significant autonomy and influence.
• You think in systems, stay practical, and know how to turn messy problems into scalable solutions.
• You care deeply about making things easier for customers and associates-and you are always asking: How can this be simpler, faster, safer, clearer, or more effective?
• 5 to 10 years of experience in process management, process improvement, operations, risk management, business transformation, consulting, or a related field.

What experience do you have?

• Experience leading people, coaching teams, and building strong performance routines; experience hiring, developing, or scaling a team is an asset.
• Strong knowledge of Lean, Six Sigma, process mapping, root-cause analysis, and structured problem-solving methodologies.
• Strong analytical skills, with the ability to use data and KPIs to identify issues, measure performance, and tell a clear story about what needs to change.
• Strong communication and stakeholder management skills, including the ability to influence senior leaders and frontline teams.
• 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 the regulatory environment and how it impacts business processes is highly valued.
• Lean Six Sigma certification, project management certification, or similar continuous improvement credentials are considered an asset.

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.

$126,500.00 - $150,000.00 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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