VP, Digital & Omnichannel Transformation

Vice President Digital & Omnichannel Transformation

Are you ready to architect and lead the transformation of a digital revenue engine for one of the most recognized brands in the home and commercial services space This pivotal executive role with 1-800-GOT-JUNK will be responsible for driving the evolution of our customer interaction model moving from a company with a phone number in its name to a high-performing customer-centric omni-channel contact center. The VP Digital & Omni-Channel Transformation will serve as the prime leader and architect of this enterprise-wide change providing our customers with the flexibility to choose how they engage with us. This is a highly strategic leadership position tasked with designing and implementing a modern cost-efficient and customer-inspiring contact center ecosystem. Critically this role will be executed in close partnership with our already established high performing & world-class live voice call center creating a unified and seamless customer experience across all channels.

ð¼ A DAY IN THE LIFE

• Provide direction foster career growth and expand the team to meet business needs.
• Provide strategic direction for IT operations infrastructure and systems architecture in alignment with business needs.
• Lead the implementation management and scaling of enterprise tools and platforms including collaboration suites identity and endpoint management device provisioning and decommissioning network infrastructure and cloud environments.
• Maintain and continuously improve IT service delivery support processes and documentation to meet organizational SLAs and operational goals.
• Develop implement and enforce IT policies standard operating procedures and system controls to support security and compliance.
• Partner with security and compliance leadership to ensure systems meet regulatory and contractual obligations including asset inventory management patch management and user lifecycle controls.
• Oversee technology procurement vendor relationships and licensing across hardware software and service agreements.
• Manage endpoint fleet lifecycle to ensure device health configuration and performance monitoring across all user platforms.
• Drive automation configuration management and efficiency in systems administration tasks and IT workflows.

ð WHAT YOU BRING TO THE TABLE

• Executive Experience: 12 years of progressive leadership experience in Customer Experience and Digital Strategy including a minimum of 3 years at the VP or Senior Director level.
• Mandatory Transformation Architecture: Proven history as the prime leader and architect responsible for successfully transforming a traditional voice-centric call center into a high-performing digitally-enabled omni-channel contact center.
• Technical Acumen: Deep strategic oversight and hands-on understanding of the entire customer engagement technology stack including Tier 1 CRM (e.g. Salesforce) Omni-channel Platforms and Advanced AI/Automation solutions.
• Strategic & Data Leadership: Demonstrated ability to create shared vision inspire cross-functional collaboration and drive organizational change through compelling executive communication and clear data-driven business metrics.
• Education & Certification: Post-secondary education required. Project Management Professional (PMP) Agile certifications or an MBA are a strong asset.
• Location/Travel: Must be located in Toronto or Vancouver. Ability to travel approximately 10-15%.

ð HYBRID WORK ENVIRONMENT

Our motto Its All About People drives us to create a hybrid work model that promotes collaboration celebration and connection while giving you the flexibility to work where it makes sense for you.

• Toronto and Vancouver based team members work in-office every other week (TuesThurs). Core attendance is required from 9 AM 3 PM on these days to support business priorities.

ð COMPENSATION & BENEFITS

• Competitive Salary (Actual salary offered will be commensurate with education experience and internal equity.)
• A Total Compensation Package designed to support your financial personal and professional well-being. This includes:
  • Performance Bonus
  • Participation in our Company Profit Sharing Program
  • Comprehensive Extended Health & Dental Benefits
  • Generous Paid Time Off including annual vacation and personal days
  • Hybrid Work Environment offering flexibility to work both remotely and from our corporate offices
  • Professional Development Opportunities to support ongoing career growth
  • Access to Health and Wellness Programs including gym facilities at our corporate head office
  • Speak to us to learn more about what we offer

ð THE HIRING PROCESS

• Pre-Screen Lets talk about your experience goals & excitement for this role!
• Interviews Three or more interviews with different team members including structured competency & scenario-based questions
• Presentation/Assessment
• References & Background Check
• We use audio recording transcription for our interview practices ð

ð ABOUT US

Did you know O2E Brands has been voted one of the Best Workplaces in Canada 14 times! Take a sneak peek into why that is here: (YouTube) Check us out on social!

At O2E Brands we know that great talent comes in many forms and we want to meet you at your best. We value diversity and inclusivity. We will provide reasonable accommodations to applicants with disabilities at any time throughout the recruitment and selection process upon request.

âï Ready to take your career to the next level Apply today! ð

#LI-Hybrid

Required Experience:

Exec