Director, Security & Risk Client Experience Operations

Summary

Join Wealthsimple's Security & Risk CXO team as Director, leading a high-performing group responsible for fraud investigations, card disputes, client experience, document verification, and collections. You will build and optimize workflows, drive performance outcomes, partner with cross-functional teams, and represent Wealthsimple externally. This role requires 5+ years of experience leading large-scale fraud operations with a strong foundation in lean or Six Sigma methodologies. Success in this position demands operational excellence, risk mitigation expertise, data-driven decision-making, and strong communication skills. The ideal candidate is a builder, risk-minded, AI-curious, and collaborative. Wealthsimple offers a competitive salary, top-tier benefits, and a remote-first work environment.

Requirements

• A builder – You excel at growing teams and functions from the ground up, and you foster inclusive, high-performing environments
• Operationally excellent – You bring 5+ years of experience leading large-scale fraud operations, with a strong foundation in lean and/or Six Sigma methodologies
• Risk-minded – You understand how to strike the right balance between a frictionless client experience and sound risk management
• Data-driven – You use data to uncover insights, prioritize improvements, and measure success
• AI-curious – You’re excited about the potential of AI and automation to enhance workflows and decision-making, and you’re eager to explore and experiment with new tools
• A strong communicator – You can tailor your message for executives, cross-functional peers, or front-line team members
• Collaborative by nature – You work well across functions and know how to align diverse stakeholders around a common goal

Responsibilities

• Lead and scale multiple operational teams across fraud investigations, card disputes, collections, document excellence, and risk-related client support
• Build and optimize workflows and processes to reduce case resolution times while improving accuracy and efficiency—leveraging automation, AI, and other scalable tools and strategies
• Own and drive performance outcomes, including SLA adherence, case accuracy, customer satisfaction, and fraud loss recovery
• Serve as a cross-functional partner to Product, Engineering, and Compliance, helping to define and execute on fraud and risk strategies
• Represent Wealthsimple externally on industry councils, task forces, and payment network working groups
• Build and coach a diverse team of leaders and specialists, fostering a culture of collaboration, trust, and continuous improvement

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