Senior Manager, Client Experience Operations – Promotions & Rewards

About the role

Wealthsimple is looking for a senior leader to own the end‑to‑end client service and operational fulfillment for Promotions & Rewards. You will guide a large team of frontline agents and back‑office operators, ensuring every promotion is delivered flawlessly while shaping future campaigns.

Key responsibilities

• Lead day‑to‑day multi‑channel support (email, phone, chat) and meet SLA, CSAT and QA targets.
• Plan capacity and staffing to handle high‑volume demand spikes.
• Coach and develop managers and team leads overseeing agents and reviewers.
• Partner with Growth Marketing and Product to influence promotion design, eligibility and tracking before launch.
• Oversee reward granting, exception processing and physical inventory shipping.
• Champion AI and automation tools (e.g., CoPilot, Writing Assist) to boost productivity.
• Analyze ticket drivers, implement upstream fixes and reduce operational toil.

Required profile

• 7+ years managing high‑volume customer experience operations.
• Proven experience scaling multi‑channel contact centres with layered management.
• Background in back‑office fulfillment, exception handling and reward distribution.
• Strong analytical mindset and ability to drive process improvements.

Required skills

• Experience with AI/automation tools for customer service.

What we offer

• Opportunity to shape a core client‑facing function at Canada’s leading fintech.
• Collaborative culture focused on innovation and impact.