Manager, Change Readiness - Client Experience Operations

Wealthsimple Technologies

1d • Hybrid

About The Position

Wealthsimple's Client Experience Operations is home to the teams that keep our support organization running at a high bar: operations, technology, workforce management, quality, and enablement all sit under the same roof. This role lives on the enablement side, within a group focused on the capabilities of our support workforce: how agents learn, how they absorb change, how they perform, and how they stay engaged.

Reporting to the Senior Manager of Performance & Engagement, you'll lead a small, high-leverage team and own the infrastructure that keeps our support workforce ahead of change. Every product launch, workflow update, and new piece of tooling is a change management event for a distributed workforce with different operating realities, learning preferences, and needs. The volume and speed of change doesn't slow down, and our capability to meet it needs a dedicated leader to take it to the next level.

This role is a step-change investment. You'll be building on foundational work to design a more repeatable, measurable, and strategically coordinated capability — one that can scale with the pace of change Wealthsimple is moving at.

Requirements

• A track record of building or significantly maturing change enablement infrastructure inside a fast-moving support or customer service organization. You know how to shape a mandate, prioritize ruthlessly, and connect your team's output to what the business actually needs to move.
• Strong stakeholder management skills. You're comfortable making trade-off calls with senior leaders, pushing back when intake exceeds capacity, and wrangling cross-functional teams to deliver a unified, coherent experience for agents rather than a patchwork of disconnected programs.
• Sharp project and program management instincts, built for speed. In this environment, projects move in weeks, not quarters. You know how to scope, sequence, and land work fast without sacrificing quality.
• Enough fluency in instructional design to give sharp creative direction. You don't need to build the content yourself, but you know what great looks like and can get a team there.
• Experience leading people. You know how to get the best out of a small, high-output team and you're invested in their development.
• Enthusiasm for AI tools and what they unlock. This role sits at the intersection of agent enablement and AI-powered tooling adoption, and your energy around that will set the tone for the team.

Nice To Haves

• Experience working in fintech, financial services, or another regulated, high-velocity environment.
• Familiarity with change management frameworks applied in a support context.
• Background working with or alongside BPO partners.
• Hands-on experience with AI-assisted content or enablement tools.

Responsibilities

• Own our change readiness strategy end-to-end: The intake system, the unified change calendar, and the frameworks that determine what gets prioritized and when. Bring changes together in a way that feels logical and sequenced for our team, not like a flood of disconnected updates.
• Drive our enablement approach across a range of delivery methods, from recurring micro-learning and structured briefing content for frontline leaders to large-scale special projects tied to major product launches, tool migrations, or workflow transformations.
• Function as an internal consultancy for our support leaders and operators, equipping subject matter experts and domain leads to translate change into agent-ready content quickly and clearly, amplified by a high-output internal design team.
• Partner closely with release readiness and workflow optimization teams to stay ahead of the change pipeline and make smart trade-offs with senior stakeholders.
• Define and track the metrics that matter: Time-to-ready, agent confidence, and learner satisfaction. You stay close to the agent experience, gather feedback, and use it to sharpen the program's approach in real-time.

Benefits

• Top-tier health benefits and life insurance
• Long-term group savings with employer match, through Wealthsimple for Business
• 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year
• 90 days away: work outside Canada for up to 90 days per year
• Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed