We are looking for a dynamic Vice President of Operations and Customer Experience to join our leadership team in Richmond Hill, Ontario. This role is integral to shaping and implementing strategies that drive operational efficiency and deliver exceptional customer experiences. The successful candidate will oversee multiple departments, including claims operations, dealer support, and field services, to ensure a seamless service experience for both customers and dealer partners. With a focus on the automotive industry, this position requires a blend of strategic vision and hands-on leadership to support business growth and elevate brand loyalty.<br><br>Responsibilities:<br>• Develop and execute strategies to align customer experience and operational goals with overall business objectives.<br>• Provide leadership and guidance to teams responsible for claims operations, dealer support, and field services.<br>• Collaborate with senior leadership to identify opportunities for improving operational efficiency and customer satisfaction.<br>• Oversee claims operations to ensure compliance, streamlined processes, and a high-quality customer experience.<br>• Implement and refine operational procedures to enhance dealer and field support services.<br>• Manage departmental budgets effectively, using data insights to drive impactful decisions.<br>• Utilize customer feedback tools to gather insights and implement actionable improvements.<br>• Foster strong relationships with dealer clients and field sales teams to identify service enhancement opportunities.<br>• Promote a customer-first culture across all departments and levels of the organization.<br>• Establish and monitor key performance indicators (KPIs) to measure operational success and identify areas for improvement.

• Post-secondary degree in Business Administration or a related field.<br>• Minimum of 10 years of progressive leadership experience in the automotive industry, focusing on customer experience, operations, or product support.<br>• Proven track record in developing and implementing customer experience strategies that enhance brand differentiation.<br>• Strong knowledge of customer service metrics, operational KPIs, and performance management systems.<br>• Demonstrated ability to lead cross-functional teams in a fast-paced, customer-focused environment.<br>• Expertise in change management, with experience driving successful transformation initiatives.<br>• Excellent communication, presentation, and interpersonal skills.<br>• Bilingual proficiency in English and French is a strong asset.

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