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

The Director of Customer Experience (CX) Operations, reporting to the VP of Customer Experience & Operations, is a strategic leader responsible for driving excellence across all customer-facing operations. This role oversees three key functional areas: Operations, Sales Support, and Customer Experience and ensures alignment with organizational goals, client & dealer expectations and evolving customer needs. The Director will champion innovation, operational efficiency, and a culture of continuous improvement to deliver exceptional experiences across the customer journey.

Position Functions:

• Lead, coach, and develop three direct-report managers (Operations, Sales Support, Customer Experience), fostering a high-performance, collaborative culture.
• Define and monitor team KPIs and performance expectations to drive accountability and continuous improvement.
• Develop and execute a comprehensive CX strategy aligned with corporate objectives to enhance customer satisfaction, loyalty, and retention.
• Translate organizational goals into actionable plans across all CX functions, ensuring alignment and execution.
• Provide strategic direction and insights to maximize the value of existing systems, processes, and functionalities.
• Oversee major CX initiatives including product/program launches, system integrations, and change management, ensuring readiness and timely delivery.
• Collaborate with internal and external stakeholders, including Dealer/OEM clients, IT, Product, and Program teams to prioritize and execute business requirements and system enhancements.
• Champion the voice of the customer across the organization, using insights to inform strategy, service design, and continuous improvement.
• Optimize systems and processes, including CRM, telephony, IVR, and support platforms, to improve operational efficiency and customer outcomes.
• Represent the CX function in executive forums, contributing recommendations to support strategic decision-making.
• Lead efforts to enhance dealer support and customer relations, ensuring consistent, empathetic, and solution-oriented service delivery.

Minimum Qualifications and Competencies:

• Undergraduate Degree.
• 7+ years of national automotive account management experience, or comparable experience with an Automotive OEM, Automotive Captive, Automotive protection program (F&I) provider or Automotive Financial Services provider.
• At least 3+ years of experience in a people leadership role, managing managers.
• Demonstrated strong interpersonal skills in a collaborative environment.

• Effective presentation skills - capable of communicating effortlessly with senior management, internal team members, external vendors, industry and dealer audiences.
• Demonstrated project management skills - working with many stakeholders in managing multiple projects/priorities.
• Strong analytical skills.
• Proficient computer skills – MS Excel, Word, Excel, PowerPoint, Smartsheet.
• English fluency / French an asset.

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.