VP, Omnichannel Experience

Job Description

Vice President, Omnichannel Experience
At 1-800-GOT-JUNK?, omni-channel is about designing one coherent system that connects customer intent, revenue generation, service delivery, and repeat engagement.

As we evolve into a multi-product, customer-obsessed organization operating through a Product Operating Model, we are re-architecting how growth actually happens - across Marketing, Sales, Field Operations, Product, and Technology.

We're looking for a VP, Omni-Channel Experience to design and orchestrate that system.

This role is accountable for the end-to-end omni-channel value stream - from first customer signal through booking, curbside execution, and lifetime value. Partnering closely with key stakeholders,, this leader ensures that growth ambition, brand promise, customer experience, and operational reality operate as one connected engine.

AI, digital tools, and platforms are enablers. The value stream is the product.

This is a hands-on, systems-level leadership role for someone who understands that omni-channel excellence isn't owned by a function — it's deliberately designed, governed, and continuously improved.

A DAY IN THE LIFE
Design and Own the End-to-End Omni-Channel Value Stream

• Design, orchestrate, and continuously improve the customer and revenue journey across:

• Marketing and digital entry points

• Self-serve and assisted sales
• Contact center interactions
• Field execution and service handoff

• Post-job experience, repeat usage, and cross-sell

• Ensure customers experience 1-800-GOT-JUNK? as one coherent system, regardless of channel, brand, or market.

• Act as the Single Point of Accountability for journey-level outcomes, not functional outputs.

Reduce Human Friction Across the Journey

• Identify where human friction exists in the value stream (e.g., pricing uncertainty, curbside negotiation, handoffs between teams).

• Apply service blueprinting and value-stream mapping to determine:

• Where humans create differentiated value

• Where machines should remove effort and ambiguity.

• Ensure technology and process decisions reduce stress on Truck Team Members (TTMs) and improve franchise partner P&L, not just system efficiency.

Embed Practical Omni-Channel & AI Strategy

• Define how AI, automation, and data are embedded into the journey - not bolted on as standalone features.

• Guide practical use cases such as:

• Pricing transparency

• Volume estimation and item classification

• Decision support at the curb

• Ensure AI outputs feed Revenue Management and pricing logic in real time, aligned to local market realities.

Own Commercial & Experience Outcomes

• Be accountable for journey-level performance, including:

• Conversion by journey path

• Booking quality and downstream efficiency
• Customer effort and satisfaction

• Repeat usage and lifetime value

• Explicitly manage trade-offs between growth, experience, brand promise, and operational feasibility.

• Partner closely with the CMO to ensure brand intent and customer promise are delivered consistently through every channel and moment of truth.

Orchestrate Cross-Functional Leadership

• Act as the connective tissue between:

• Marketing (brand, demand generation, customer promise)

• Revenue (revenue, yield, CAC, CLV)
• Operations (field execution, adoption, variability)

• Technology (platform scalability, data, AI capability)

• Align leaders around:

• A shared value stream

• Single-source-of-truth data

• Clear prioritization and explicit trade-offs

• Resolve tension between acquisition ambition, brand integrity, and operational reality.

Architect Franchise-Aware, Global Solutions

• Design a Core + Edge omni-channel model:

• Core: global journey logic, customer profile, pricing rules

• Edge: market-specific configuration (dump fees, labor laws, franchise maturity)

• Ensure solutions are backwards-compatible with varying levels of field technology adoption across North America and Australia.

• Build trust with franchise partners through clarity, transparency, and incremental wins.

Lead the Transition from Manual → Machine

• Own an iterative transformation roadmap, not a big-bang rollout.
• Deliver early, visible relief to frontline teams (e.g., standardized rate cards, pricing visuals) while more advanced AI capabilities mature.
• Use learning loops, feedback, and data to continuously improve adoption and outcomes.

What You Bring To The Table
You are an Operational Architect - equally comfortable with customer journeys, revenue mechanics, frontline reality, and executive-level trade-offs.

You Bring

• Proven experience leading end-to-end customer or revenue journeys, not just individual channels
• A strong value-stream and service-design orientation
• Experience embedding AI and automation into high-touch, real-world service models
• The ability to operate through influence, not mandate, in complex, distributed systems
• Comfort navigating ambiguity, constraint, and competing priorities
• Credibility with senior leaders across Marketing, Revenue, Operations, Product, and Technology

Measures of Success

• Improved conversion, booking quality, and lifetime value across journey paths
• Reduced friction and stress for frontline teams
• Increased consistency between brand promise and field execution
• Stronger alignment between Marketing, Revenue, Operations, and Technology
• Measurable improvements in franchise partner profitability and customer experience

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.

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:

• 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

THE HIRING PROCESS

• 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

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.
Ready to take your career to the next level? Apply today

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