Head of Customer Operations & Experience

Momentum Financial Services Group; Toronto; Hybrid; CAD 130,000 - 160,000; Full time

Job summary

A financial services leader in Toronto is seeking a Vice President of Customer Operations to oversee and optimize customer-facing and back-office operations. The ideal candidate will have over 10 years of leadership experience in subprime or consumer lending, directly managing call centers and driving strategic improvements to customer experience. This role offers a hybrid work environment and a comprehensive benefits package.

Benefits

Competitive pay

Discretionary annual bonus

Comprehensive benefits

Retirement plans

Employee recognition programs

Qualifications

• 10+ years of experience in customer operations management.
• Proven experience in leading large teams.
• Strong knowledge of operational metrics and reporting.

Responsibilities

• Oversee call center operations and management.
• Create strategies to streamline processes and enhance customer experience.
• Collaborate with senior leadership to align operations with business strategy.

Skills

Leadership

Communication

Analytical mindset

Understanding of call center dynamics

Customer-centric solutions

Education

Bachelor’s degree

MBA or equivalent

Job description

A financial services leader in Toronto is seeking a Vice President of Customer Operations to oversee and optimize customer-facing and back-office operations. The ideal candidate will have over 10 years of leadership experience in subprime or consumer lending, directly managing call centers and driving strategic improvements to customer experience. This role offers a hybrid work environment and a comprehensive benefits package.