Director, Client Experience Operations

Summary

Join Wealthsimple, a leading Canadian fintech company, as the Director of Customer Experience Operations. In this high-impact role, you will define and lead the strategy for scaling, optimizing, and innovating customer experience systems, tools, and processes. You will act as a thought leader, partnering with cross-functional teams to leverage technology and AI for efficient and scalable customer support. Responsibilities include overseeing CX systems, implementing AI solutions, managing knowledge strategy, ensuring product release readiness, and optimizing workflows. You will build and lead a team, directly shaping the future of the customer experience function. This position requires significant experience in customer experience, business systems, or CX strategy, with a proven ability to lead and deliver transformative programs. The ideal candidate will possess strong communication and stakeholder management skills.

Requirements

• 8–10+ years of experience in customer experience, business systems, enablement, or CX strategy roles, with leadership experience in scaling operations or tools
• Passion for creating efficient, high-quality customer experiences and enabling others to do their best work
• Demonstrated ability to set strategic direction and deliver cross-functional programs that transform how teams work and customers are served
• Familiarity with deploying AI/automation use cases in customer-facing or support workflows
• Strong communication and stakeholder management skills — capable of influencing across departments and levels

Responsibilities

• Set the strategic vision for how systems, AI, knowledge, and workflow optimization work together to elevate CX and operational performance
• Act as a thought leader across the company for how we modernize and scale our CX ecosystem
• Partner closely with leadership to align CX systems and enablement strategy with broader client experience goals
• Own the roadmap, design, and administration of CX systems (e.g., Zendesk, Five9)
• Identify and drive system enhancements, automations, and integrations that improve team efficiency and customer outcomes
• Lead the strategy and execution of AI/automation initiatives — including chatbots, self-service flows, and intelligent routing
• Partner with R&D teams to ensure AI solutions are data-informed, human-centered, and continuously optimized
• Stay ahead of emerging AI trends and assess applicability to our customer operations
• Own the internal and external client experience knowledge strategy, ensuring content is accessible, accurate, AI-optimized, and effectively supports customers and frontline teams
• Define content governance frameworks and evolve tools to support proactive knowledge sharing
• Drive alignment between content, product updates, and support readiness
• Oversee cross-functional processes to prepare CX teams for new product and feature launches
• Ensure frontline teams are equipped with the right knowledge, tools, and processes to support change effectively
• Act as a key connector between Product, CX, and Enablement teams to ensure tight coordination
• Oversee strategic initiatives to optimize and scale customer support workflows
• Use data to identify inefficiencies, reduce operational friction, and improve team and customer experience
• Embed a culture of continuous improvement and cross-functional collaboration

Benefits

• Competitive salary with top-tier health benefits and life insurance
• Retirement savings matching plan using Wealthsimple Work
• 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