Manager, Client Experience - Processes & Systems - Remote

Overview

As the Manager of Client Experience - Processes & Systems at Wealthsimple, you will lead a team to enhance client and agent experiences through strategic initiatives and optimized systems.

In Short

• Serve as a strategic advisor to the Senior Manager.
• Lead a team of 3-5 direct reports.
• Identify opportunities to improve key metrics.
• Drive strategy and execution of cross-functional initiatives.
• Lead knowledge management strategies across platforms.
• Champion AI tools and applications.
• Partner with stakeholders across various teams.
• Develop measurement frameworks for CX initiatives.
• Foster a culture of innovation and improvement.
• Support various CX teams as needed.

Requirements

• 5+ years in client experience or customer support.
• 3+ years in people management roles.
• Expertise in knowledge management and content strategy.
• Experience with AI solutions in customer experience.
• Proven track record of leading impactful initiatives.
• Exceptional stakeholder management abilities.
• Strategic thinking with operational improvement skills.
• Strong technical aptitude for new systems.
• Experience with project and change management.
• Outstanding communication skills.

Benefits

• Opportunity to work in a leading fintech company.
• Collaborative and inclusive team environment.
• Impactful role with significant organizational influence.
• Continuous learning and development opportunities.
• Flexible work arrangements.