Senior Manager, Client Experience Operations - Promotions & Rewards

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 and learn more about how we work . 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. Partner with Growth Marketing and Product to shape promotion design, terms, eligibility, and in-app tracking, ensuring the client experience is prioritized before launch. Drive Fulfillment: Oversee end-to-end fulfillment, including reward granting, exception processing, and physical inventory shipping for giveaways. Build clear frameworks so the team can execute edge cases quickly and consistently. Deploy AI & Automation: Champion AI adoption (like CoPilot and Writing Assist). Pilot new AI use cases to improve agent productivity, automate eligibility lookups, and streamline repetitive fulfillment tasks. Ruthless Ticket Reduction: Analyze ticket drivers and recurring client complaints to identify upstream fixes. Challenge the status quo to eliminate operational toil. What You Bring 7+ years in high-volume CX Operations: You’ve scaled and managed large, multi-channel contact centres through layers of management (staffing, scheduling, quality, coaching). Back-Office & Fulfillment Expertise: You’ve run operations that actually execute the work—processing exceptions, granting rewards, or managing physical inventory logistics. Cross-Functional Clout: You know how to influence Marketing, Product, and Go-To-Market teams without formal authority by bringing hard data and specific insights to the table. Genuine AI Fluency: You aren’t just "interested" in AI; you use it actively. You see AI as a massive lever for support operations and have strong opinions on where it creates value vs. noise. Sharp Judgment & High EQ: You know how to navigate emotionally charged interactions (like telling a client they didn't qualify for a reward) with empathy, clarity, and consistency. Analytical Rigour: You pull your own data, live in the metrics (SLAs, speed of answer, cost to serve, volume trends), and use them to drive business decisions. Bias for Action: You move fast, ship iteratively, and learn as you go. You prefer running experiments over endless decision-by-committee. Bonus Points If You Have... Experience in fintech, banking, or high-volume loyalty/rewards programs. Direct experience managing physical inventory logistics alongside digital support. Hands-on experience in environments where AI and automation actively reshaped the operating model. Deep familiarity with modern support platforms, CRMs, and workflow automation systems. Why Wealthsimple? 🌸 Top-tier health benefits and life insurance 📈 Long-term group savings with employer match, through Wealthsimple for Business 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year ✈️ 90 days away: work outside Canada for up to 90 days per year 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. ICYMI Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.

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