VP, Omnichannel

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.

• 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.

• 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%.

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…