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Senior Manager, Client Experience Operations - Promotions & Rewards
Full-time
Wealthsimple is Canada's leading financial innovator, serving more than 4 million Canadians. Promotions are often the first promise Wealthsimple makes to a client, and when things go wrong trust erodes fast. In this role you'll own the end-to-end client service and operational fulfillment for Promotions & Rewards, leading a large team of frontline agents and back-office operators. Your real impact will be upstream: using data from past promotions to influence Growth Marketing and Product so tomorrow's campaigns launch seamlessly.
What You'll Do
Lead the day-to-day Promotions & Rewards support operation across email, phone and chat, crushing SLAs, CSAT and QA targets.
Coach and develop a resilient bench of Managers and Team Leads.
Serve as the CX voice in the promotion lifecycle, partnering with Growth Marketing and Product to shape promotion design and tracking.
Champion AI adoption (like CoPilot and Writing Assist), piloting new AI use cases to improve agent productivity and automate eligibility lookups.
Analyze ticket drivers and recurring complaints to identify upstream fixes.
What You Bring
7+ years in high-volume CX Operations, having scaled and managed large, multi-channel contact centres.
Back-office and fulfillment expertise, plus cross-functional clout to influence Marketing and Product with data.
Genuine AI fluency: you use AI actively and see it as a major lever for support operations.
