Senior Manager, Client Experience Operations - Promotions & Rewards

Wealthsimple Technologies • ,

9d • CA$160,000 - CA$190,000 • Hybrid

About The Position

Wealthsimple is seeking a Senior Manager, Client Experience Operations - Promotions & Rewards to lead the end-to-end client service and operational fulfillment for Promotions & Rewards. This role involves managing a large team of frontline agents and back-office operators, ensuring flawless execution of promotions, and influencing upstream teams (Growth Marketing and Product) to improve future campaign launches and reduce support tickets. The ideal candidate will leverage data to shape promotion design, terms, and tracking, and champion AI adoption to enhance efficiency and reduce operational toil.

Requirements

• 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 emotionally charged interactions (like telling a client they didn't qualify for a reward) with empathy, clarity, and consistency.
• Analytical Rigour: You pull your own data, live in the metrics (SLAs, speed of answer, cost to serve, volume trends), and use them to drive business decisions.
• Bias for Action: You move fast, ship iteratively, and learn as you go. You prefer running experiments over endless decision-by-committee.

Nice To Haves

• Experience in fintech, banking, or high-volume loyalty/rewards programs.
• Direct experience managing physical inventory logistics alongside digital support.
• Hands-on experience in environments where AI and automation actively reshaped the operating model.
• Deep familiarity with modern support platforms, CRMs, and workflow automation systems.

Responsibilities

• 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.
• Coach and develop a resilient bench of Managers and Team Leads who oversee frontline agents and back-office reviewers.
• 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.
• 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.
• 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.
• Analyze ticket drivers and recurring client complaints to identify upstream fixes.
• Challenge the status quo to eliminate operational toil.

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