Director, Contact Centre Operations

Your career is an investment that grows over time Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3+ million users who trust us with more than $100 billion in assets. Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work. As the Director of Contact Centre Operations team, you will be responsible for executing an outsourcing strategy to deliver best in class fast, frictionless, reliable and high quality client experiences to our clients at scale through BPO (Business Process Outsourcing) partner(s). This includes leading the strategic development and scaling of our Level 1 BPO teams, fostering continuous improvement, managing rapid change, and transforming them into an operationally excellent team. As a key member of the Client Experience Operations (CXO) leadership team, you will report to the Vice President, CXO. You will champion the voice of the client across the organization and partner with senior leadership, R&D and our delivery and enablement teams to deliver exceptional client experiences. Our ideal hire is deeply passionate about our clients and brings a clear vision for how to delight them at scale. They thrive in ambiguity, creating structure and clarity where others see chaos. They are a builder, opinionated and hands‑on. They’re ambitious and they move incredibly fast — collaborating across teams to turn big goals into real impact amid rapid growth. In this role you'll have the opportunity to: Lead the strategic development, evolution and scaling of our Level 1 CX teams at our BPO partner(s) to transform them into a world class client experience function for our clients. Define what we need to be successful at our BPO teams across all facets (processes and workflows, tools, systems, training, change management, workforce management, culture…) to cultivate a best-in-class client experience operation. Partner with all our internal and BPO teams to build what is required to deliver on our goals. Define fit-for-purpose and ambitious performance, quality and customer satisfaction goals, and hold our BPO partner(s) accountable for achieving them. Manage a high performing internal team who will partner with internal and BPO leadership in the day to day management, ensuring continuous feedback loops and supporting escalation pathways. Drive a culture of operational excellence and continuous improvement, both with our internal teams and BPO partners. Ensure that outsourced partner(s) embody and amplify the company’s brand, values, and standards in every client interaction. Be a thought partner to our BPO partners and internal stakeholders on developing new strategies and opportunities prepare new use cases / work flows to be outsourced and ongoing process improvements. Lead all aspects of vendor management with our BPO Partners - commercial and operational. Evaluate how and when to expand to different geographies / vendor partners looking at cost, opportunities, and efficiencies. Establish feedback loops that amplify the voice of the client across the organization in our everyday operations. Champion our BPO Partner(s) internally to ensure we keep them top of mind in decision making. Skills you'll bring: Proven track record of building and scaling outsourced operations (BPO) across multiple sites, languages, and time zones ensuring operational excellence, cultural alignment, and performance consistency on a global scale. 8+ years of progressive leadership experience with a demonstrated ability to set clear vision and strategy, drive alignment across cross functional stakeholders, and translate strategic goals into operational outcomes. Is incredibly passionate about our clients and our products. Has demonstrated experience leading, building, coaching and empowering strong leaders and teams, both with & without authority. Is an excellent communicator and able to convey complex ideas succinctly and with great precision. Has great analytical and prioritization skills. Approaches problems from first‑principles. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority. Is able to identify opportunities and options for improving processes and how we operate. Has a move‑fast mentality. We believe in doing our efficient research upfront and implementing it in an iterative way that allows us to learn and correct as we go. We don’t believe in endless meetings. Acts without being told what to do. Brings new ideas to Wealthsimple. Please apply to this role no later than November 26th to be considered. Why Wealthsimple? Competitive salary with top‑tier health benefits and life insurance Retirement savings matching plan using Wealthsimple for Business 20 vacation days per year and unlimited sick and mental health days Up to $1,500 per year towards wellness and professional development budgets respectively 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year A wide variety of peer and company‑led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS) Company‑wide wellness days off scheduled throughout the year We’re a remote‑first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us Read our Culture Manual and learn more about how we work. Technology & Innovation at Wealthsimple We believe the future belongs to those who innovate boldly. At Wealthsimple, every team member is expected to lean into new technologies, including AI, and tooling to rethink how we work, solve problems faster, and create even greater value. We’re looking for people who are not just comfortable with change but energized by it. Our commitment is to build a company that evolves at the pace of the world around us, and we want you to help lead that future. DEI Statement At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Accessibility Statement Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs. #J-18808-Ljbffr