Senior Manager, Customer Service Operations

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, Canada’s Top Growing Companies, and the TSX30, highlighting us as one of the top performers on the TSX. 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.

The Senior Manager, Customer Service Operations is responsible for leading the frontline service organization while helping shape how Customer Service evolves as goeasy grows. This role combines strong people leadership and operational discipline with a focus on simplifying how work gets done, using data and technology more effectively, and building a service organization that can scale. The Senior Manager will use customer feedback, operational data, and frontline insights to identify opportunities, solve recurring problems, and partner across the organization to improve workflows, enable smarter technology and automation, and create better experiences for both customers and employees.

Lead exceptional customer experiences. Build smarter ways of working. Shape a service organization that is responsive, scalable, and easier for customers and employees to navigate.

What will you be doing?

• Lead and evolve day-to-day Customer Service operations, ensuring customer interactions are handled efficiently, accurately, professionally, and within established service levels, while continuously looking for ways to make the experience simpler and more effective.
• Establish clear performance expectations and operating routines that drive customer focus, productivity, responsiveness, quality, and accountability, while challenging routines that create unnecessary complexity or manual work.
• 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, performance gaps, and opportunities to simplify the experience, improve decision making, and reduce avoidable customer and employee effort.
• Partner with Operational Experience & Process Design, Technology, Product, Analytics, and other teams to translate frontline pain points into practical technology, automation, workflow, and experience improvements.
• Identify opportunities to leverage technology, automation, self-service, and data to improve the customer experience, reduce manual effort, and enable frontline teams to focus on higher-value customer interactions.
• Ensure new tools, technologies, processes, initiatives, and ways of working are effectively implemented within Customer Service, with strong frontline readiness, adoption, 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 across Operations, Risk, Compliance, Product, Analytics, and Technology to solve customer problems and improve how work flows across the organization.
• Continuously challenge how Customer Service operates, identifying opportunities to simplify work, remove customer and employee friction, automate manual activity, and build a more efficient and scalable service organization.
• Build, lead, and develop a high-performing service leadership team, creating a culture of customer obsession, accountability, curiosity, coaching, problem solving, and continuous improvement.

What experience do you have?

• 5–10 years of experience in customer service, customer experience, contact centre operations, business transformation, technology-enabled operations, financial services, lending, or a related environment.
• Demonstrated experience leading people leaders and frontline teams, with a strong track record of coaching, developing talent, and building high-performing teams.
• Strong understanding of customer service and contact centre operations, including service levels, productivity, workforce management, customer experience, and performance management, combined with experience redesigning workflows, improving processes, and modernizing how service organizations operate.
• Experience partnering with Technology, Product, Analytics, or similar teams to translate business and customer problems into technology, automation, workflow, or digital solutions.
• Experience implementing or improving customer service technologies, automation, self-service, workflow tools, or other technology-enabled solutions is strongly preferred.
• Demonstrated experience managing complex customer issues and escalations 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 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, Technology, or a related field is preferred.

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.

$120,750.00 – $155,250.00 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.

Why should you work for goeasy?

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:

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!

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.