Senior Manager, Operational Experience & Process Design

goeasy Ltd; Mississauga; Hybrid; CAD 127,000 - 150,000; Full time

Benefits offered by this job

RRSP matching

Employee Share Purchase Plan

Annual bonus

Employee discounts on furniture/electr

MAT & PAT leave

Financial literacy learning

On-site gym and parking

Volunteer days

Flexible benefits package

Tuition assistance

Job summary

goeasy is seeking a Senior Manager of Operational Experience & Process Design to simplify customer and employee journeys and build scalable processes. You will design workflows, standards, and governance to enable faster, safer operations across the organization.

You will lead a team of process professionals, embed data-driven improvements, and collaborate with Risk, Compliance, Product, Analytics, and Technology to drive measurable impact.

Qualifications

• 5 to 10 years of experience in process management, process improvement, operations, risk management, business transformation, or related fields.
• Strong knowledge of Lean, Six Sigma, process mapping, root-cause analysis, and structured problem-solving.
• Experience using data and KPIs to identify issues and drive improvements.

Responsibilities

• Design, build, and scale end-to-end customer and associate journeys that are practical and measurable.
• Establish and maintain a prioritized improvement roadmap aligned to strategy and customer needs.
• Apply Lean, Six Sigma, and continuous improvement to reduce waste and improve quality.
• Own identification and delivery of process improvements using data and feedback.
• Embed change management to drive adoption and sustain improvements.
• Lead design work on future-state operating models and process architectures.

Skills

Process design

Lean Six Sigma

Data analysis

Stakeholder management

Team leadership

Problem solving

Risk management

Communication

Education

Bachelor's degree in Engineering, Business, Operations, Mathematics, Analytics

Job description

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 and Canada’s Top Growing Companies. 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 and 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.

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 towork three days onsite per week, from our Mississauga office.

$126,500.00 – $150,000.00 CAD (includes base salary and bonus)

We’recommitted to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience andimpacteach candidate brings to the role.

Atgoeasy, 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’llhave 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.