Promotions are often the first promise Wealthsimple makes to a client. Whether it's a cash bonus, a referral reward, or a limited-time giveaway, clients expect us to deliver flawlessly. When things go wrong (a missing reward or a denied exception) trust erodes fast.
We need a leader who can ensure every promotion lands cleanly while building the operational muscle to handle our accelerating growth. In this role, you will own the end-to-end client service and operational fulfillment for Promotions & Rewards. You'll lead a large team of frontline agents and back-office operators handling inquiries, exceptions, and physical inventory.
But your real impact will be upstream: using data from past promotions to influence Growth Marketing and Product so tomorrow's campaigns launch seamlessly and generate fewer support tickets.
What You'll Do- Own the Operation: 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.
- Lead the Leaders: Coach and develop a resilient bench of Managers and Team Leads who oversee frontline agents and back-office reviewers.
- Influence Upstream: 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.
- Drive Fulfillment: 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.
- Deploy AI & Automation: 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.
- Ruthless Ticket Reduction: Analyze ticket drivers and recurring client complaints to identify upstream fixes. Challenge the status quo to eliminate operational toil.
What You Bring- 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.
Bonus Points If You Have...- 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.
🌸 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.
