Wealthsimple's support organization is built on a simple belief: every client interaction should be fast, high-quality, and trustworthy. This role turns that belief into measurable reality. Reporting to a Senior Manager within Client Experience Operations, you'll own the performance intelligence infrastructure that gives CXO leaders a clear, data-driven picture of how their teams are serving our clients. The best person for this role doesn't just measure strong performance: they model it in their own work. About the team Client Experience Operations (CXO) is Wealthsimple's support organization, built to deliver exceptional client experiences at scale. This role sits within a team of enablement leaders who build the systems, programs, and culture that keep our support workforce performing at a high bar. You'll work closely with peers across quality, learning, and people operations, as well as support leaders and the data science team. What you'll do • Build the performance intelligence layer for CXO: Define what "good" and "great" look like across the support workforce, build the reporting rituals that keep leaders informed, and ensure every agent has a clear next step for their growth. Partner closely with the people team and support leaders to manage this process well. • Lead metric design for CXO: Challenge and improve how performance is measured across the support organization. If a metric is misleading, incomplete, or no longer fit for purpose, you're the one who flags it, proposes something better, and works cross-functionally to get the right measurement in place. • Be the business partner to CXO's data and reporting infrastructure: Define the requirements for the performance reporting surfaces support leaders rely on, integrating data across our support tech stack and talent tools. You're the one who knows what needs to be built and why; you work with the data and system teams to make it a reality. • Run the core performance processes: Own the recurring cadences that keep CXO's workforce moving in the right direction, from progression eligibility to workforce planning, using data to back every recommendation. • Turn performance data into intelligence: Go beyond reporting to perform original analyses, spot trends, surface risks early, and make proactive recommendations to CXO leadership on what's working, what isn't, and what to do next. Skills you bring • Deep experience in an analytics-heavy, operationally complex role, ideally in a call centre, large-scale support, or workforce environment. You're equally comfortable running a complex data analysis and presenting a clear recommendation to senior leadership. • A strong point of view on how performance should be measured in a support organization. You understand the mechanics of metrics, know when something isn't measuring the right thing, and have the credibility to make the case for change. • Experience acting as a business partner to data or engineering teams. You know how to translate business needs into clear requirements and drive reporting initiatives to completion. • A track record of owning and improving operational processes in a fast-moving environment, including recurring operational and team processes. • Strong cross-functional project management skills. You know how to align stakeholders, manage competing priorities, and drive initiatives to completion without a lot of hand-holding. • A bias for action and a high bar for your own performance. You don't wait to be asked: you identify what needs to happen, take ownership of it, and consistently look for ways to stretch beyond the obvious scope of your role. 🌸 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 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. ICYMI Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work - whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.