Director, Contact Centre Operations

Director, Contact Centre Operations role at Wealthsimple 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 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 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, preparing 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/vendors 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?