Customer Service Operations Leader

goeasy Ltd.; Mississauga; On-site; CAD 75,000 - 100,000; Full time

Benefits offered by this job

RRSP match

Employee Stock Purchase Plan

Modern office with gym

Employee discounts

Virtual healthcare

Customizable benefits

Personal days and paid vacation

Career development programs

Job summary

goeasy is hiring a Senior Manager, Customer Service Operations to lead the day-to-day front-line service team across Canada. You will drive performance, manage escalations, and champion customer outcomes while shaping operations with data and frontline insights.

You will oversee KPI performance, workforce management, and cross-functional collaboration to ensure scalable, high-quality service aligned with business priorities, including a strong emphasis on coaching and leadership development.

Qualifications

• 5–10 years of experience in customer service, contact centre operations or a related field.
• Experience leading people leaders and frontline teams.
• Strong knowledge of contact centre operations, SLAs, and performance management.
• Experience in financial services, lending, or regulated environments is an asset.
• Post-secondary education in Business, Operations, or related field preferred.

Responsibilities

• Oversee day-to-day Customer Service operations, ensuring calls, emails and interactions are handled efficiently and within service levels.
• Establish clear performance expectations, routines, and accountability measures to drive customer focus and productivity.
• Own and monitor KPIs: service levels, response times, adherence, volumes, and outcomes.
• Lead escalations with ownership, timely resolution, and customer-focused communication.
• Act as voice of the customer, translating feedback into operational priorities and improvements.
• Partner with cross-functional teams to translate insights into process and experience changes.

Skills

Leadership

People management

Customer service

Analytical thinking

Communication

Education

Post-secondary education in Business/Operations

Job description

goeasy is hiring a Senior Manager, Customer Service Operations to lead the day-to-day front-line service team across Canada. You will drive performance, manage escalations, and champion customer outcomes while shaping operations with data and frontline insights.

You will oversee KPI performance, workforce management, and cross-functional collaboration to ensure scalable, high-quality service aligned with business priorities, including a strong emphasis on coaching and leadership development.