Job Title

Location & Salary Etobicoke, Ontario, Canada | CA$115,000 - CA$130,000 | 2 weeks ago The Job As the Vice President, Customer Operations , you will be a key executive leader responsible for end-to-end management and optimization of customer-facing and back-office functions. Reporting directly to the COO, this role oversees the call center, inside sales, payment operations, back-office processing, and loss prevention. You will drive strategic initiatives to enhance customer experience, improve efficiency, and support revenue growth in a highly regulated subprime lending environment. What Youll Do Lead and manage all facets of customer operations including call center, inside sales, back-office processing, payment operations, and loss prevention. Set clear operational goals, KPIs, and service-level objectives across all teams. Design and execute strategies to streamline processes, improve first-call resolution, and reduce customer effort. Call Center Management Oversee inbound and outbound call center operations, ensuring staffing, training, and quality standards are met. Implement performance metrics and dashboards to monitor call quality, wait times, and customer satisfaction. Inside Sales Manage inbound and outbound sales teams to drive loan originations and product adoption. Partner with Marketing and Product to develop campaigns that support sales growth, retention, and customer engagement. Back Office & Payment Operations Ensure timely and accurate processing of customer payments, loan servicing, and data entry. Drive automation and workflow enhancements to increase efficiency and accuracy. Loss Prevention Lead fraud prevention, investigation, and risk mitigation initiatives. Collaborate with Risk, Compliance, and Legal to maintain strong controls and ensure regulatory alignment. Strategic & Cross-Functional Collaboration Work with the COO and senior leadership to align customer operations with business strategy. Partner with Compliance, Risk, IT, and Product to ensure operations adhere to company and regulatory standards. Promote a customer-centric culture across all operational teams. People Leadership Build, coach, and develop high-performing teams with a focus on accountability, continuous improvement, and growth. Create a culture of recognition, clear KPIs, and performance-driven results. Success Metrics Increased customer satisfaction (CSAT/NPS) Growth in sales conversion and customer retention Reduced operational costs and improved efficiency Fewer operational errors, losses, and compliance gaps Consistent regulatory compliance and audit readiness What Youll Bring to the Table Exceptional leadership, communication, and stakeholder management skills. Strong operational and analytical mindset with ability to make data-driven decisions. Deep understanding of call center dynamics, lending operations, payment systems, and loss prevention. Strategic thinker with ability to execute initiatives in a fast-paced, regulated environment. Passion for driving customer-focused solutions and operational excellence. Education + Experience Bachelor''''s degree required; MBA or equivalent preferred. 10+ years of progressive leadership in customer operations, preferably within subprime or consumer lending. Proven experience managing large, diverse teams across call centers, sales, and back-office functions. Demonstrated ability to lead transformation initiatives that improve customer experience and operational efficiency. Strong knowledge of operational metrics, reporting, and governance practices. Apply If you''''re ready to shape the future of customer operations in a growth-oriented financial services company, we''''d love to hear from you. Apply today and join us in delivering financial solutions that truly make a difference. #J-18808-Ljbffr