Manager, Change Readiness - Client Experience Operations
New
W
Wealthsimple TechnologiesFintech
Remote (Canada)Full-TimeManager
Salary not disclosed
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Job Details
Requirements
- A track record of building or significantly maturing change enablement infrastructure inside a fast-moving support or customer service organization.
- Strong stakeholder management skills. Comfortable making trade-off calls with senior leaders, pushing back when intake exceeds capacity, and wrangling cross-functional teams.
- Sharp project and program management instincts, built for speed.
- Enough fluency in instructional design to give sharp creative direction.
- Experience leading people. Invested in their development.
- Enthusiasm for AI tools and what they unlock.
Responsibilities
- Own our change readiness strategy end-to-end: The intake system, the unified change calendar, and the frameworks that determine what gets prioritized and when.
- Drive our enablement approach across a range of delivery methods, from recurring micro-learning and structured briefing content for frontline leaders to large-scale special projects.
- Function as an internal consultancy for our support leaders and operators, equipping subject matter experts and domain leads to translate change into agent-ready content.
- Partner closely with release readiness and workflow optimization teams to stay ahead of the change pipeline and make smart trade-offs with senior stakeholders.
- Define and track the metrics that matter: Time-to-ready, agent confidence, and learner satisfaction. Gather feedback and use it to sharpen the program's approach in real-time.
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