Senior Manager, Customer Service Operations

Ourstate-of-the-art contact 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 Cultures
award.

We’realso certified as a
Great Place to Work®, recognized among the
Best Workplaces for Women
, and celebrated for having one of the
Most Trusted Executive Teams
, and included on
TIME 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.

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 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…