Remote Operations Lead, Milestone Rewards

Summary

Join Wealthsimple, a leading fintech company in Canada, as the Operations Lead to oversee partnerships with milestone reward vendors, manage relationships, identify process improvements, and assess performance. This role involves collaborating with various teams, developing training materials, defining escalation processes, tracking usage, analyzing data, and reporting on top ticket volume drivers.

Responsibilities

• Be the day-to-day contact between Wealthsimple and our milestone reward vendors to collaborate and report on operational issues
• Work with vendors to develop a mutual understanding of what level of client support is expected to resolve client issues and inquiries
• Work closely with the Product Specialist and Enablement teams to develop up-to-date training materials and knowledge base articles related to milestone vendor support
• Define and be the primary owner of the escalation process for more complex issues that go beyond the scope of Wealthsimple CX, keeping vendors informed of these issues and collaborating to find a resolution
• Track usage of Milestone Perks program and report back to finance
• Collaborate with the Data Analytics team to build accurate reporting around milestone reward selection and provide vendors with monthly reports
• Analyze and report on top ticket volume drivers and root causes by partner
• Obtain monthly reports from vendors related to promo code usage and activation and provide regular updates to Wealthsimple stakeholders
• Monitor production code selection across all vendors and submit purchase requests for additional codes when necessary

Benefits

• Competitive salary
• Top-tier health benefits
• Life insurance
• Retirement savings matching plan using Wealthsimple Work
• 20 vacation days per year
• Unlimited sick and mental health days
• $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
• 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