Manager, Client Experience - Processes & Systems

Your career is an investment that grows over time!

Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 4 million users who trust us with more than $80 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

The CX Operations team is responsible for enabling exceptional client and agent experiences across Wealthsimple through optimized systems, content, AI solutions, and strategic initiatives. We manage the technology, knowledge, and processes that power our customer experience organization, driving continuous improvement in efficiency and effectiveness.

As the Manager of Client Experience - Processes & Systems, you will serve as a strategic partner to the Senior Manager while providing flexible support across our Knowledge & Content, AI Experiences, Special Projects, and CX Systems teams. This role functions as a Swiss army knife for the CX teams, identifying critical areas for improvement, stepping in to support other teams as needed, and driving key cross-functional initiatives that enhance both client and agent experiences.

• Serve as a strategic advisor to the Senior Manager while maintaining hands-on involvement in critical initiatives and day-to-day operations.
• Lead a team of 3-5 direct reports, developing their skills while driving high-impact projects across the CX organization.
• Identify strategic opportunities to improve key metrics including solves per productive hour, resolution time, client re-reach out rate, and AI ticket containment.
• Flex between different pillars of the organization, providing leadership support where needed in Knowledge & Content, AI Experiences, Special Projects, or CX Systems.
• Drive the strategy and execution of complex, cross-functional initiatives that span multiple CX Operations domains.
• Lead comprehensive knowledge management strategies across internal and external platforms, optimizing content for both human and AI consumption.
• Champion the advancement of AI tools and applications within our CX ecosystem, ensuring effective implementation and continuous improvement.
• Partner with stakeholders across Product, Engineering, Compliance, and Client Experience teams to align on priorities and drive impactful change.
• Develop and implement measurement frameworks to quantify the impact of CX Operations initiatives on both client and agent experiences.
• Foster a culture of innovation, experimentation, and continuous improvement within your team and across the broader CX organization.

• 5+ years of experience in client experience or customer support environments, with at least 3 years in people management roles.
• Deep expertise in knowledge management, help center optimization, and content strategy with demonstrated success improving self-service capabilities.
• Experience implementing and optimizing AI solutions within a customer experience context.
• Proven track record of leading cross-functional initiatives with significant organizational impact.
• Exceptional stakeholder management abilities with experience influencing at all levels of the organization.
• Strategic thinking with the ability to connect operational improvements to broader business outcomes.
• Comfort with ambiguity and ability to thrive in rapidly changing environments.
• Strong technical aptitude with the ability to quickly learn new systems and platforms.
• Experience with project management methodologies and change management principles.
• Outstanding communication skills with the ability to translate complex technical concepts for various audiences.

• Experience with Decagon, Zendesk, Contentful, Guru, or similar knowledge management and customer experience platforms.
• Background in fintech, financial services, or regulated industries.
• Experience with agile methodologies and product development cycles.
• Understanding of user experience principles and customer journey mapping.
• Prior experience in a chief of staff or strategic operations role.

This role offers a unique opportunity to drive transformation across our CX organization while developing broad expertise in knowledge management, AI implementation, systems optimization, and strategic project execution. The ideal candidate will be dynamic, self-driven, and equally comfortable developing strategy and executing tactical work to achieve measurable improvements in our client and agent experiences.

Why Wealthsimple?

🤑 Competitive salary with top-tier health benefits and life insurance

📈 Retirement savings matching plan using Wealthsimple for Business

🌴 20 vacation days per year and unlimited sick and mental health days

📚 Up to $1,500 per year towards wellness and professional development budgets respectively 

🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year 

🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)

💖 Company-wide wellness days off scheduled throughout the year

We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!

Read our Culture Manual and learn more about how we work.

Technology & Innovation at Wealthsimple

We believe the future belongs to those who innovate boldly. At Wealthsimple, every team member is expected to lean into new technologies, including AI, and tooling to rethink how we work, solve problems faster, and create even greater value. We're looking for people who are not just comfortable with change but energized by it. Our commitment is to build a company that evolves at the pace of the world around us, and we want you to help lead that future.

DEI Statement

At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. 

Accessibility Statement

Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.