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Director, Customer Experience Operations

Mogo (TSX: MOGO), a Vancouver-based technology company, is changing the way Canadians approach finances through a uniquely digital experience and innovative products designed to help consumers get in control of their financial health. Users can sign up for a free MogoAccount on their mobile devices in only three minutes and get access to free credit score monitoring, a free spending account, mortgages, and personal loans. With more than 500,000 members and growing, Mogo is leading the shift to digital banking in Canada. To learn more, visit mogo.ca or download the mobile app

The Director, Customer Experience Operations leads our Customer Experience Operations team. This individual manages the human element of the customer experience for the growing line of financial products in the Mogo Account platform, via the channels of online chat, phone, email, and social media.

What you'll do:

Leadership

  • Manage the lifecycle of direct reports including onboarding, training, assessment, quality, continuous improvement, retention, career development, succession planning and recognition.
  • As a senior leader in the Winnipeg office, aka the Customer Experience Hub, develop and foster the Mogo culture, helping the team adapt to change (a constant at Mogo) and focus on delivering a killer customer experience through online chat, phone, email, and social media.
  • Provide direction and leadership in the day-to-day operations of the CEx Hub to ensure the highest level of service is delivered to our customers
  • Lead employees using effective and regular performance management through employee recognition, rewards, and coaching to meet the organization’s expectations for productivity, quality and goal accomplishment.
  • Empower employees to take ownership over their roles and goals. Delegate responsibility and expect accountability and regular feedback.
  • Manage staffing levels, schedules, vacations, absenteeism, overtime and approve payroll to balance the current and projected workflow to successfully optimize our productivity, and meet customer demand.
  • Maintain transparent communication with the team, other departmental managers and contacts within the organization.
  • Champion the professional development and learning needs of team.

Results

  • Partner with Director, Customer Experience to establish clear objectives and key results and lead the management team to exceed those goals
  • Manage multiple areas of focus: operational efficiency, sales, customer experience and compliance
  • Monitor performance; quickly identify, surface and resolve problems that stand in the way of achieving objectives.

Change Management

  • Help move the Customer Experience Hub from a primary focus on loan processing to a group of specialized teams supporting inbound and outbound contacts over multiple products.
  • Help drive the increased focus on informing the customer of the multiple products available on Mogo’s platform.
  • Bring forward ideas and expertise on how we can evolve our digital service model.
  • Support readiness efforts as new features and products are rolled out to the team on a bi-weekly basis.
  • Encourage and empower team to bring forward ideas to improve products and processes for customers.
  • Identify and champion process improvement opportunities.
  • Participate in corporate projects.


What you'll need:

  • Minimum 5 years of experience managing a high performance team (including tiered management structures), bonus points for experience working in a call centre and/or tech start-up environment!
  • Proven success developing and achieving KPIs in a fast-paced environment.
  • Experience in leading successful change initiatives.
  • Strong passion for cultivating exceptional customer experiences.
  • Ability to collaborate with and influence cross functional teams. 
  • Exceptional decision making skills and the ability to understand issues and present solutions.
  • Skilled at leading, coaching and motivating employees to deliver world-class customer service.
  • Expertise in contact centre business processes and practices as well as current trends and applications.
  • In-depth knowledge of effective Customer Experience/Loyalty Management strategies.
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