Head of Operations
About us
Jouleia's mission is to accelerate the transition to low-carbon homes. We're building an AI-enabled financing platform that empowers contractors to make sustainable home upgrades more affordable and accessible. Joining our experienced, veteran team gives you the chance to help define the residential climate finance space in Canada.
The role
We're looking for a Head of Operations who can set up and scale our customer experience, merchant onboarding, underwriting, and servicing functions from the ground up. As a foundational employee, you'll help shape the company's culture and long-term trajectory. You'll be in the trenches early (phones, underwriting, support tickets) while simultaneously building the systems, processes, KPIs and team that let us scale.
What you'll do
- Build and manage customer service infrastructure (phone/chat/email systems, ticketing, help centre).
- Define and monitor operational KPIs (SLA, approval times, delinquency, NPS, etc.).
- Own process design across customer service, merchant onboarding, underwriting workflow, and servicing.
- Handle customer/merchant escalations directly.
- Partner with Product/Engineering to identify and solve recurring friction points.
- Hire, train, and scale the ops team as we grow.
- Pilot AI and automation tools to make the team super-efficient and reduce manual load.
What you bring
- 5-8+ years in fintech, consumer lending, or payments ops, ideally at an early-stage company.
- Inspirational people manager who knows how to get the very best out of their team, fostering growth, accountability, and high performance.
- Proven experience standing up systems + KPIs from scratch (phones, CRMs, dashboards).
- Strong operator: can design workflows but also comfortable jumping on the phone when needed.
- Analytical and data-driven, with a track record of spotting patterns and fixing root causes.
- Exceptional communicator and collaborator, able to partner across risk, operations, and product teams to design seamless, compliant customer experiences.
- Natural innovator and continuous learner, eager to explore new tools and practices.
- Enthusiastic about leveraging AI and automation to create a super-efficient team and unlock new ways of serving merchants and borrowers.
