Wealthsimple
Financial Services
SeniorManager,ClientExperienceOperations-Promotions&Rewards
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“Senior Manager, Client Experience Operations - Promotions & Rewards at Wealthsimple. Skills: Client Experience Operations, Promotions & Rewards, AI Adoption. Own the day-to-day operation. Crush SLAs, CSAT, and QA targets”
What You'll Achieve.
Crush SLAs; Crush CSAT targets; Crush QA targets
Industry & Context.
Analyze ticket drivers; Analyze client complaints; Eliminate operational toil
What They're Looking For.
Must Have
7+ years CX Operations, Managed large contact centres, Back-Office & Fulfillment Expertise, Cross-Functional Clout, Genuine AI Fluency, Sharp Judgment & High EQ, Analytical Rigour, Bias for Action
Nice to Have
Experience in fintech, Experience in banking, Experience in loyalty programs, Experience managing physical inventory, AI and automation reshaping operating model, Deep familiarity with support platforms, Deep familiarity with CRMs, Deep familiarity with workflow automation
What You'll Do.
Own the day-to-day operation
Ensure capacity planning
Coach and develop managers
Partner with Growth Marketing
Shape promotion design
Shape in-app tracking
Oversee end-to-end fulfillment
Build clear frameworks
Pilot new AI use cases
Analyze ticket drivers
Analyze client complaints
Eliminate operational toil
How You'll Work.
Team & Collaboration
Growth Marketing; Product; Go-To-Market teams
Full Job Description
BUILD SOMETHING PEOPLE LOVE Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $125 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of what we've built — and we're just getting started. Read our Culture Manual https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. Promotions are often the first promise Wealthsimple makes to a client. Whether it’s a cash bonus, a referral reward, or a limited-time giveaway, clients expect us to deliver flawlessly. When things go wrong (a missing reward or a denied exception) trust erodes fast. We need a leader who can ensure every promotion lands cleanly while building the operational muscle to handle our accelerating growth. In this role, you will own the end-to-end client service and operational fulfillment for Promotions & Rewards. You’ll lead a large team of frontline agents and back-office operators handling inquiries, exceptions, and physical inventory. But your real impact will be upstream: using data from past promotions to influence Growth Marketing and Product so tomorrow's campaigns launch seamlessly and generate fewer support tickets. What You’ll Do - Own the Operation: Lead the day-to-day Promotions & Rewards support operation (email, phone, chat), crushing SLAs, CSAT, and QA targets. Ensure capacity planning keeps the team ahead of high-volume demand shifts. - Lead the Leaders: Coach and develop a resilient bench of Managers and Team Leads who oversee frontline agents and back-office reviewers. - Influence Upstream: Serve as the CXO voice in the promotion lifecycle. Partne
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