Director of Product - Customer Care & AI - Remote

Overview

Wealthsimple is seeking a Director of Product to lead the vision and strategy for enhancing the customer support experience through AI and innovative product design.

In Short

• Own the product strategy for customer support and AI platforms.
• Drive measurable outcomes like reducing ticket volume and improving resolution times.
• Develop and execute roadmaps for internal agent platforms and client chat systems.
• Collaborate with Engineering to create scalable shared capabilities.
• Partner with CX leadership to enhance client and agent experiences.
• Mentor and grow a team of Product Managers.
• Shape the narrative of AI at Wealthsimple.

Requirements

• Experience in building product experiences at the intersection of AI and customer experience.
• Track record of leading product development from early experimentation to scaling.
• Strong product intuition combined with an analytical mindset.
• Hands-on leadership style with attention to detail.
• Comfortable operating in high-ambiguity environments.
• Deeply collaborative and empathetic approach.
• Curiosity about AI and experience translating technical possibilities into product strategy.

Benefits

• Opportunity to lead innovative product strategies.
• Collaborative work environment with talented teams.
• Impactful role in shaping customer support experiences.
• Access to cutting-edge AI technologies.