Senior Manager, Client Experience Operations - Promotions & Rewards

Responsibilities

• 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.

Benefits

Additional Information

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.

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