Senior Manager, Client Operations - Promotions & Rewards

Location

Remote (Canada)

Full time

Remote

Operations Client Experience Operations

• CA $160K – CA $190K offers equity

Base salary range:
For this role, candidates located in Canada can expect a base salary range, described in the posting. Actual compensation is determined based on skills, experience, and role level. Exceptional candidates may be considered above the top of the range, and pay can increase quickly for those who make a big impact in the role.

Total compensation:
In addition to base salary, permanent employees receive equity compensation. We use clear job levels and market-based salary bands to ensure compensation is fair and consistent across the company.

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.

• 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.

• 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…