Senior Manager, Customer Service Operations

goeasy Ltd; Mississauga; On-site; CAD 110,000 - 170,000; Full time

Benefits offered by this job

RRSP match

Employee Share Purchase Plan

Office gym

Employee discounts

24/7 healthcare

Customizable benefits

Job summary

goeasy's state-of-the-art contact center in Mississauga is seeking a Senior Manager, Customer Service Operations to lead the day-to-day frontline team and ensure timely, high-quality support across all interactions. This role blends people leadership with operational discipline, performance management, and escalation leadership to elevate the customer experience.

You will use customer feedback, data, and frontline insights to drive improvements, partner with cross-functional teams, and build a

Qualifications

• 5 to 10 years of experience in customer service operations or related field.
• Proven ability to coach and develop leaders and frontline teams.
• Strong knowledge of contact centre metrics, SLAs, and workforce management.
• Experience handling complex escalations with customer-centric focus.
• Post-secondary education in Business, Operations, or related field preferred.

Responsibilities

• Lead and oversee day-to-day Customer Service operations, ensuring calls, emails, and other interactions are handled efficiently and with quality.
• Establish performance expectations, routines, and accountability to drive customer focus and operational performance.
• Own and monitor key KPIs, including service levels, response times, adherence, productivity, and volumes.
• Lead escalation management and ensure timely, thoughtful communication with customers.

Skills

Leadership

Customer service ops

People management

Analytical thinking

Communication

Education

Business degree

Operations management degree

Customer experience degree

Job description

Ourstate-of-the-artcontact center is the heartbeat of goeasy— proudly supporting oureasyfinancialandeasyhomebrands across Canada. Join one of the country’s fastest-growing companies and be part of something extraordinary. Welcome to goeasy!

Atgoeasy, our people and culture are at the heart of everything we do — andwe’reproud to be recognized for it.We’vebeen named one of Canada’s Top Growing Companies,Greater Toronto Top Employers, andwe’rehonored to have received Canada’s Most Admired Corporate Culturesaward.We’realso certified as aGreat Place to Work®, recognized among theBest Workplaces for Women, and celebrated for having one of theMost Trusted Executive Teams, and included onTIME Magazine’s 2025 list of Canada’s Best Companies. These accolades reflect our ongoing commitment to creating an inclusive, high-performance culture where people thrive and innovation leads the way.

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’ssuccess.

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.