Manager, Performance Intelligence
About The Position
Wealthsimple is Canada’s leading financial innovator, offering a full suite of simple, sophisticated financial products. The company serves over 4 million Canadians and holds over $125 billion in assets under administration. This role is within the Client Experience Operations (CXO) team, which is responsible for delivering exceptional client experiences at scale. The Manager, Performance Intelligence will own the performance intelligence infrastructure, providing CXO leaders with a clear, data-driven view of team performance. This role requires someone who not only measures performance but models it in their own work.
Requirements
- Deep experience in an analytics-heavy, operationally complex role, ideally in a call center, large-scale support, or workforce environment.
- Ability to conduct complex data analysis and present clear recommendations to senior leadership.
- Strong understanding of how performance should be measured in a support organization, including the mechanics of metrics and identifying when metrics are not measuring the right thing.
- Experience acting as a business partner to data or engineering teams, translating business needs into clear requirements.
- Track record of owning and improving operational processes in a fast-moving environment.
- Strong cross-functional project management skills, including stakeholder alignment and managing competing priorities.
- Bias for action and a high personal performance bar.
Responsibilities
- Build the performance intelligence layer for CXO, defining performance standards, establishing reporting rituals, and ensuring agents have clear growth paths.
- Lead metric design for CXO, challenging and improving existing performance measurements.
- Act as a business partner to CXO's data and reporting infrastructure, defining requirements and integrating data across the support tech stack and talent tools.
- Own core performance processes, including progression eligibility and workforce planning, using data to support recommendations.
- Analyze performance data to identify trends, surface risks, and provide proactive recommendations to CXO leadership.
Benefits
- Top-tier health benefits and life insurance
- Long-term group savings with employer match
- 20 vacation days
- 4 wellness days
- Unlimited sick and mental health days
- 90 days away: work outside Canada for up to 90 days per year
- Employee resource groups
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
