VP, Customer Experience

Sym-Tech Dealer Services; Richmond Hill; On-site; CAD 120,000 - 150,000; Full time

Job summary

A prominent automotive service provider in York Region is seeking a Vice President of Operations and Customer Experience. This executive role involves overseeing operational excellence and enhancing customer experience across all touchpoints. The ideal candidate will have at least 10 years of leadership experience in the automotive sector, a strong strategic mindset, and the ability to lead cross-functional teams. A competitive compensation package and opportunities for growth are offered.

Benefits

A fun, fast paced culture

Opportunities to grow and develop your career

On-going industry training programs

Support for workplace diversity, equity and inclusion

Strong promoter of women in the automotive industry

Qualifications

• Minimum 10 years of progressive leadership experience in the automotive industry.
• Proven ability to lead cross-functional teams in a fast-paced environment.
• Strong knowledge of operational KPIs and customer service metrics.

Responsibilities

• Define and lead the Customer Experience & Operations strategy.
• Provide oversight to Claims Operations and Dealer Support teams.
• Establish KPIs and dashboards to track performance.

Skills

Leadership

Customer experience strategy

Operational efficiency

Data analytics

Bilingual (English and French)

Education

Post-secondary degree in Business Administration

MBA

Tools

Customer service metrics

Performance management tools

Job description

What we offer

• A fun, fast paced culture


• Opportunities to grow and develop your career


• On-going industry training programs and professional development opportunities


• A workplace that supports workplace diversity, equity and inclusion


• A strong promoter of women in the automotive industry


• The chance to work with some of the best in the business!

Overview

The Vice President of Operations and Customer Experience is a key member of the leadership team, responsible for driving the strategic vision and ensuring seamless execution of operational excellence and customer experience.

Customer experience is central to revenue growth, retention, and brand differentiation, and this role ensures its seamless integration across all operational touchpoints.

This role oversees claims operations, dealer support, operations, and field support, ensuring seamless service delivery and a premium experience for both customer and dealer clients.

With a deep understanding of the automotive industry, the VP will lead cross-functional teams to drive performance, enhance customer / dealer loyalty, and support business growth. The ideal candidate is a strategic thinker with a hands-on approach, capable of balancing long-term vision with day-to-day execution.

Key Responsibilities

• Define and lead the Customer Experience & Operations strategy, ensuring alignment with corporate goals and market expectations.


• Provide executive oversight and direction to Claims Operations, Dealer Support, Operations, and Field Support teams.


• Collaborate with senior leadership to identify and implement initiatives that enhance operational efficiency and customer experience.


• Oversee the performance of claims operations, ensuring compliance, efficiency, and a superior customer experience.


• Lead the development and execution of operational processes that support dealers and field operations, ensuring consistency and service excellence.


• Manage departmental budgets, leveraging data and insights to make informed, timely decisions that drive business impact.


• Develop and manage customer experience measurement tools (e.g., surveys, NPS) and translate insights into actionable improvements.


• Build and maintain strong relationships with dealer clients and field sales teams to identify opportunities for service enhancement and innovation.


• Champion a customer-first culture across all levels.


• Establish and monitor KPIs and dashboards to track operational and customer experience performance.


• Leverage data analytics to identify trends, root causes, and opportunities for continuous improvement.

Minimum Qualifications

• Minimum 10 years of progressive leadership experience in the automotive industry, with a focus on customer experience, operations, warranty, or product support.


• Post-secondary degree in Business Administration or a related field; MBA is an asset.


• Demonstrated success in designing and delivering customer experience strategies that exceed expectations and differentiate the brand.


• Strong knowledge of customer service metrics, operational KPIs, and performance management tools.


• Proven ability to lead cross-functional teams in a fast-paced, customer-centric environment.


• Expertise in change management, with a track record of leading transformation initiatives.


• Excellent communication, presentation, and interpersonal skills.


• Bilingual (English and French) is considered a strong asset.


• Highly organized, analytical, and detail-oriented, with a “hands-on” leadership style.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Customer Service and Project Management

Industries

• Operations Consulting and Banking