Job Description

Celebrating over 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 employee experience and 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 for a Director, Customer Experience Operations to join our team at our headquarters.

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!

The Director of Customer Experience (CX), 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.

Key Responsibilities:

• 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 & 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.

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