Manager, Client Experience East (Bilingual)

Job Summary

Beautifi is seeking a Manager, Client Experience to lead the East coast Client Experience team. Reporting to the Senior Manager, Client Experience, this role is accountable for the day-to-day performance, KPI achievement, development, and service outcomes of the Client Experience team in the assigned region.

The Manager role turns team goals into consistent execution, monitoring group performance, coaching employees, managing workloads, resolving complex escalations, running performance reviews, and ensuring the team adopts approved playbooks, processes, and compliance requirements.

The Company

Beautifi is a Canadian financial technology company that offers Canadians flexible financing solutions for elective medical procedures ranging from plastic surgery to fertility, dental, and medical aesthetics. Ranked #8 on Canada’s Top Growing Companies 2026 by The Globe and Mail, with 3,882% revenue growth over three years, Beautifi is one of the fastest growing fintech companies in the country and has achieved success through a customer-centric and technology-forward approach.

We do not believe in hidden fees, misleading rates, prepayment penalties, or unexpected charges. Our goal is to make health and beauty more affordable and to give Canadians access to the procedures they want or need, without having to wait. We are looking for people who want to grow with us and be part of Beautifi’s next stage of growth.

Key Responsibilities

Performance Accountability and Reporting

• Own group-level KPI achievement and translate team targets into clear individual expectations, priorities, and recovery plans.
• Monitor performance, customer outcomes, workload, and operating risks throughout the month; identify trends early and take corrective action before results deteriorate.
• Run consistent monthly performance reviews supported by accurate data, documented feedback, and specific follow-up actions.
• Provide the Senior Manager with timely reporting on results, material risks, employee performance, escalations, and planned interventions.
• Hold each direct report accountable for expected results, conduct, attendance, quality, and completion of agreed development actions.

Coaching Enablement and Quality

• Conduct regular one-to-one coaching, live observation, and structured development planning for every direct report.
• Develop experienced Representatives and Specialists so they can make sound decisions within documented authority.
• Run weekly deal reviews and targeted audits across priority segments to improve conversion, quality, customer communication, and follow-through.
• Reinforce CX playbooks and approved workflows through coaching, case review, and clear consequences for repeated non-adherence.
• Identify knowledge gaps, validate training accuracy, support rollouts, and confirm employees apply the material in day-to-day work.

Execution and Operations

• Own queue execution, workload balancing, and lead distribution for the assigned team and operating window.
• Coordinate day-to-day staffing, channel coverage, and capacity within the assigned window, and raise structural constraints to the Senior Manager and workforce planning partners.
• Resolve Tier 2 customer and operational escalations quickly, preserve customer confidence, and escalate matters that exceed delegated authority or create material risk.
• Implement approved process, product, policy, and workflow changes with clear communication, readiness checks, and follow-up on adoption.
• Ensure funding workflow commitments, customer deadlines, open tasks, and internal handoffs are completed on time and assigned to a clear owner.
• Maintain a written end-of-day handoff for material late-hour issues, unresolved customer commitments, and coverage risks.
• Review weekend operating summaries, assign weekday follow-up, and address recurring friction identified by the Saturday and Sunday Leads.

Hiring and People Leadership

• Identify staffing and capability gaps early and recommend hiring priorities to the Senior Manager.
• Lead candidate assessment and hiring recommendations for the assigned team.
• Maintain a high hiring bar by assessing judgement, learning agility, customer orientation, communication, and performance discipline.
• Own onboarding and ramp for new direct reports, with defined milestones, coaching support, and early intervention when progress is off track.
• Manage attendance, conduct, performance improvement, and formal performance processes.

Process Improvement and Cross Functional Collaboration

• Identify recurring process gaps, operating friction, and avoidable customer effort; define the issue clearly and recommend a practical resolution.
• Work with Finance, Product, Operations, Credit, Marketing, and other partners to resolve escalations and implement changes without losing clear ownership.
• Ensure the team is ready for system, policy, product, and compliance changes before launch, including required communication and training completion.

Leadership Boundaries and Escalation

• Remain the first management contact for Representatives and Specialists.
• Support critical weekend escalations after the designated Saturday or Sunday Lead has stabilized the issue.
• Escalate high-severity customer, people, compliance, or operational matters to the Senior Manager.
• Remain accountable for team execution and direct-report performance.

Qualifications

• Bilingual (English / French)
• Four or more years of experience in customer experience, customer operations, sales operations, lending, fintech, or another KPI-driven service environment.
• Two or more years of direct people-management experience, including coaching, performance management, hiring, and employee development.
• Demonstrated ability to lead a team against measurable service, quality, productivity, and conversion goals.
• Experience using CRM, reporting, and workforce tools to monitor performance, assign work, and maintain accountability; Salesforce experience is preferred.
• Ability to turn performance data and customer feedback into specific coaching, process, and staffing actions.
• Excellent written and verbal communication, including the ability to give direct feedback and coordinate across functions.
• Strong organization and follow-through in a fast-moving environment.
• Post-secondary education in business, operations, communications, or a related discipline is an asset; equivalent practical experience will be considered.

Location

This role is an in-office position located in our Toronto office in Liberty Village.

What we offer

• OTE $90-100K including base salary and bonuses
• 100% employer-paid dental, vision, and health benefits
• Paid sick days and 3 weeks paid vacation
• Professional development and advancement opportunities for top performers