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Director of Customer Experience Operations - Remote

Posted 4 days ago
Project Management
Full Time
CA

Overview

Wealthsimple is seeking a visionary Director of Customer Experience Operations to lead the strategy for optimizing and innovating customer support systems and processes.

In Short

  • Define and lead strategy for customer experience operations.
  • Oversee design and implementation of AI solutions.
  • Drive workflow optimization and process improvement.
  • Act as a thought leader across the company.
  • Manage and enhance CX systems like Zendesk and Five9.
  • Ensure operational readiness for product releases.
  • Build and lead a high-performing team.
  • Foster continuous improvement across workflows.
  • Collaborate with R&D for data-informed AI solutions.
  • Develop content governance frameworks for knowledge management.

Requirements

  • 8–10+ years in customer experience or CX strategy roles.
  • Leadership experience in scaling operations or tools.
  • Strong communication and stakeholder management skills.
  • Passion for creating efficient customer experiences.
  • Experience with AI/automation in customer support.
  • Ability to set strategic direction and deliver programs.

Benefits

  • Opportunity to shape the future of customer experience.
  • Work in a collaborative and inclusive environment.
  • Engage with cutting-edge technology and tools.
  • Impact millions of users in financial services.
  • Competitive compensation and benefits.
Wealthsimple logo

Wealthsimple

Wealthsimple is a leading fintech company based in Canada, dedicated to helping individuals achieve financial freedom through innovative and accessible financial services. With a mission to simplify money management, Wealthsimple leverages smart technology to transform traditionally complex and costly financial services into transparent and affordable solutions. Serving over 4 million users and managing more than $50 billion in assets, the company fosters a collaborative and inclusive work environment, encouraging talented individuals to contribute to its groundbreaking ideas and high-performing teams. Wealthsimple is committed to diversity, equity, and inclusion, ensuring that its products cater to a diverse world.

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