VP, Customer Experience

Job Description

Celebrating 53 years of growth, Sym-Tech is a leading finance and insurance provider to the retail automotive industry. At-Sym-Tech we are looking for Associates who share our passion for innovation, creativity and results! We are passionate about delivering excellent client service, an outstanding Associate experience with opportunities to learn and grow professionally. Sym-Tech is growing quickly and that means endless ways to make a real difference! We are currently recruiting a Vice President, Customer Experience to join our headquarters located in Thornhill, ON.

A career with us offers:

• A fun, fast paced culture
• Opportunities to grow and develop your career
• On-going industry training programs and professional development opportunities
• A workplace that supports workplace diversity, equity and inclusion
• A strong promoter of women in the automotive industry
• The chance to work with some of the best in the business!

Position Summary:

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 Customer Experience & 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.

Minimum Qualifications:

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