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Vp Customer Service Jobs in Quebec (NOW HIRING)

Abf Inc

Vice President of Construction

Victoriaville, QC · On-site

$90 - $120/hr

ABF is looking for someone to take over as Vice President of Construction! If you are currently ... Maintain effective communication with customers, subcontractors, and suppliers; * Attend follow-up ...

Spiria

Vice-president(e) finances

Montreal, QC · On-site

En tant que Vice-President (e) finances chez Spiria, vous serez amene(e) a: * Produire des etats ... Service de telemedecine et programme d'aide aux employes avec Telus Sante. * Remboursements lies a ...

Spiria

$145 - $185/hr

  • PTO

As Vice President of Finances, you will: * Produce monthly interim financial statements, tax ... Strategic mindset with a solid understanding of the challenges faced by a professional services ...

Journey Capital

VP, Product & Innovation

Montreal, QC · On-site

... and customer-centric approach. We are setting new benchmarks in the industry by embracing ... Improve the borrower journey from application through funding, servicing, and renewal * Drive ...

Journey Capital

VP, Product & Innovation

Montreal, QC · On-site

... and customer-centric approach. We are setting new benchmarks in the industry by embracing ... Improve the borrower journey from application through funding, servicing, and renewal * Drive ...

Journey Capital

VP, Product & Innovation

Montreal, QC · On-site +1

... and customer-centric approach. We are setting new benchmarks in the industry by embracing ... Improve the borrower journey from application through funding, servicing, and renewal * Drive ...

Gestion Rémabec inc.

Rejoignez notre équipe et mettez votre expertise au service d'opérations forestières ... En tant que Vice-président(e) aux opérations forestières, vous serez le(la) chef d'orchestre ...

Gestion Rémabec inc.

Rejoignez notre équipe et mettez votre expertise au service d'opérations forestières ... En tant que Vice-président(e) aux opérations forestières, vous serez le(la) chef d'orchestre ...

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All JobsVp Customer Service JobsVp Customer Service Jobs in Quebec

Vp Customer Service information

How does a VP of Customer Service typically collaborate with other departments to improve the overall customer experience?

A VP of Customer Service frequently works cross-functionally with departments such as Sales, Product Development, and Marketing to ensure that customer feedback is integrated into business strategies. They lead initiatives to streamline communication channels, resolve systemic issues, and align service standards with company goals. Regular meetings, shared performance metrics, and joint projects are common ways the VP ensures all departments are working towards delivering a consistent and high-quality customer experience.

What does a VP of Customer Service do?

A VP of Customer Service is responsible for overseeing a company's customer service operations and ensuring high levels of customer satisfaction. They develop strategies to improve customer experience, manage customer service teams, and set goals for service quality and efficiency. This executive collaborates with other departments to align customer service with overall business objectives, analyzes customer feedback to drive improvements, and often handles escalated customer issues. Ultimately, their role is crucial in maintaining customer loyalty and supporting business growth.

What is the difference between Vp Customer Service vs Customer Service Manager?

AspectVp Customer ServiceCustomer Service Manager
ResponsibilitiesOversees entire customer service strategy, sets policies, and manages multiple teams or departmentsManages daily customer service operations, supervises frontline staff, and handles escalations
Required CredentialsBachelor's degree; experience in leadership roles; industry-specific knowledgeBachelor's degree; experience in customer service; leadership skills
Work EnvironmentExecutive-level, strategic planning, often in corporate officesOperational, team management, customer-facing interactions
ScopeCompany-wide customer service policies and initiativesTeam-specific customer service delivery and performance

The Vp Customer Service focuses on strategic leadership and company-wide policies, while the Customer Service Manager handles daily operations and team management. Both roles require leadership experience and industry knowledge, but differ in scope and level of responsibility.

What are the key skills and qualifications needed to thrive as a VP of Customer Service?

To thrive as a VP of Customer Service, you need extensive experience in customer support management, a deep understanding of service operations, and a relevant bachelor's or master's degree. Familiarity with CRM platforms like Salesforce, customer support software, and data analytics tools is typically required, along with certifications such as Six Sigma or CX professional credentials. Exceptional leadership, strategic thinking, and communication skills set top candidates apart by fostering team performance and cross-functional collaboration. These skills and qualifications are essential to drive customer satisfaction, operational excellence, and long-term business growth.
What are the most commonly searched types of Customer Service jobs in Quebec? The most popular types of Customer Service jobs in Quebec are:
What are popular job titles related to Vp Customer Service jobs in Quebec? For Vp Customer Service jobs in Quebec, the most frequently searched job titles are:
What job categories do people searching Vp Customer Service jobs in Quebec look for? The top searched job categories for Vp Customer Service jobs in Quebec are:
Vp Customer Service jobs near you
Infographic showing various Vp Customer Service job openings in Quebec as of August 2026, with employment types broken down into 89% Full Time, and 11% Part Time. Highlights an 89% In-person, and 11% Remote job distribution.

VP, Direct Venture Experience & Operations

Wawanesa Insurance

Quebec, QC • On-site

Full-time, Part-time

Retirement, PTO

Posted 2 days ago

New

Job description

Job ID: 10262 


Employment Type: New Role

Work Environment: We offer a hybrid work environment. Executives are required to work in-office 3 days per week (all locations except Winnipeg) and 5 days per week in Winnipeg. You may work from any of the following locations: Calgary, AB; Winnipeg, MB; Wawanesa, MB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC. 

Working Business Language: English. This role is considered a head-office role and will be required to communicate with internal and external stakeholders across Canada where the primary business language for this role is English.As such, the successful candidate must be fully proficient in English.   

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan. 
 

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. 

About The Wawanesa Mutual Insurance Company
Founded in 1896, The Wawanesa Mutual Insurance Company is one of Canada's largest mutual insurers, 100% owned by its members, with more than $4.1 billion in annual revenue and $12.5 billion in assets. Headquartered in Winnipeg, Wawanesa is the parent company of Wawanesa Life, which provides life insurance solutions throughout Canada, and Western Financial Group, a leading national distributor of personal and business insurance. In March of 2026, Wawanesa entered into an agreement to acquire Everest Insurance Company of Canada to strengthen its commercial insurance capabilities and advance its long-term growth strategy.


Wawanesa proudly serves more than 1.8 million members and we are home to more than 3,000 employees across Canada. The company actively gives back to organizations that strengthen communities, donating more than $4 million annually to charitable organizations, including more than $2 million each year in support of people on the front lines of climate change. Learn more at wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

The Vice President, Direct Venture Experience & Operations designs, builds and scales the member experience and operating capabilities required to launch and grow Wawanesa's Direct-to-Member (D2M) business. The role owns the model for a simple, intuitive, AI-first journey across quote, bind, onboarding, service, retention and future claims interactions. As a senior venture leader, the VP translates strategy into execution by establishing the service model, decision rights, routines and cross-functional ways of working for a high-growth digital insurance business. The VP will help to define what is delivered by enterprise functions, and how capabilities mature from test-and-learn through launch, scale and steady state, with focus on member experience, service operations, AI-assisted service, partner management, fraud, training, underwriting and claims integration, and lifecycle performance.  

Job Responsibilities
  • Lead the D2M Experience & Operations strategy and operating model for a simple, accessible, compliant and scalable experience across digital and assisted channels. 
  • Establish capabilities, workflows, governance, service standards, routines, escalation paths and decision rights. 
  • Build Experience & Operations as a core venture capability, clarifying D2M-owned versus enterprise-delivered capabilities from MLP to launch and scale. 
  • Design the quote-to-bind-to-service model, including digital self-serve, AI-assisted service, licensed agent support, contact centre integration, escalation pathways and dual-licensed capabilities where applicable. 
  • Partner across product, technology, data, marketing, underwriting, pricing, claims, legal, risk, compliance and shared services to embed requirements, controls and scalability. 
  • Establish metrics for service levels, conversion, onboarding, resolution, quality, member effort, retention, NPS, complaints and risk indicators. 
  • Use feedback, data, market learnings, automation, AI decision support, analytics and workflow tools to improve speed, quality and scalability. 
  • Support fraud, risk, underwriting, claims and compliance interfaces, protecting member experience while maintaining controls. 
  • Lead readiness for products, channels, pilots, campaigns and releases, ensuring processes, training, tools, controls, reporting and support models are in place. 
  • Oversee vendor and partner management, commitments, capacity planning, issue resolution, reporting and governance. 
  • Identify operational gaps, dependencies, risks and constraints; recommend trade-offs, sequencing, investment and resourcing. 
  • Build a high-performing team and matrixed model; foster a member-first, test-and-learn culture balancing speed, discipline, readiness, resilience and growth. 
  • Ground executive decisions in what can be delivered, scaled, measured and sustained in market. 
  • Other duties as assigned.
Qualifications
  • 15+ years of leadership experience in operations, customer/member experience, digital service, insurance operations, transformation or venture-scale business builds. 
  • Senior leadership experience in insurance, financial services or another regulated environment where customer experience, controls, risk management and scalability are critical. 
  • Experience designing, launching and scaling operating models, service models and customer/member experiences in ambiguous or fast-moving environments. 
  • Understanding of direct-to-consumer or digital distribution models, including quote, bind, onboarding, servicing, retention, claims or issue-resolution journeys. 
  • Experience integrating operations across product, technology, data, underwriting, pricing, claims, legal, risk, compliance, marketing and shared services. 
  • Experience with AI-enabled, automation-enabled or digitally assisted operating models is a strong asset. 
  • Ability to define service standards, metrics, controls and routines that balance member outcomes with business discipline. 
  • Strong influence, relationship and judgment skills, including matrix leadership and balancing member experience, speed, scalability, cost, regulatory obligations and risk. 
  • Experience building teams, clarifying accountabilities, developing leaders and scaling capabilities. 
  • Knowledge of Canadian P&C insurance, contact centre, licensed agent, operational excellence, partner management, fraud or claims operations is an asset. 
  • Post-secondary degree in a related field; MBA, CIP/FCIP, Lean/Six Sigma, Agile, Product, Operations or CX certifications are assets. 

#LI-AF1 #LI-Hybrid


Diversity Equity, Inclusion& Belonging
At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people - this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas. 
 

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to jobs@wawanesa.com.
 

All Wawanesa job applicants are subject to Wawanesa's Privacy Policy.

Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.  
 

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