We’re thrilled that you are interested in joining us here at the Amynta Group!
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 CX & 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.

Qualifications:

• Post-secondary degree in Business Administration or a related field; MBA is an asset.
• Minimum 10 years of progressive leadership experience in the automotive industry, with a focus on customer experience, operations, warranty, or product support.
• 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.

The Amynta Group (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation. The information collected is solely used to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Applicants with disabilities may be entitled to reasonable accommodation throughout the recruitment process in accordance with applicable human rights and accessibility legislation. A reasonable accommodation is an adjustment to processes, procedures, methods of conveying information and/or the physical environment, which may include the provision of additional support, in order to remove barriers a candidate may face during recruitment such that each candidate has an equal employment opportunity. The Company will accommodate a candidate to the point of undue hardship. Please inform the Company’s personnel representative if you require any accommodation in the application process.

• Define and lead the CX & 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