VP, Digital & Omnichannel Transformation

Job Description

Job Description

Job Description

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.

???? 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.

???? 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%.

???? HYBRID WORK ENVIRONMENT

Our motto "It's 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 (Tues–Thurs). Core attendance is required from 9 AM – 3 PM on these days to support business priorities.

• 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

• Pre-Screen – Let’s 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 ????