Senior Manager, Client Experience Operations - Promotions & Rewards
New
W
Wealthsimple TechnologiesFintech
Remote (Canada)Full-TimeManager
Salary160,000 - 190,000 CAD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementData AnalysisCross-functional Team Leadership
Requirements
- 7+ years in high-volume CX Operations.
- Experience managing large, multi-channel contact centres.
- Experience running operations that execute fulfillment tasks.
- Cross-functional influence skills with Marketing and Product teams.
- Active experience using AI in support operations.
- Strong analytical skills and experience managing metrics like SLAs and CSAT.
Responsibilities
- Lead the day-to-day Promotions & Rewards support operation (email, phone, chat).
- Coach and develop a bench of Managers and Team Leads.
- Partner with Growth Marketing and Product to shape promotion design and terms.
- Oversee end-to-end fulfillment including reward granting and exception processing.
- Champion AI adoption to improve agent productivity.
- Analyze ticket drivers to identify upstream fixes and reduce operational toil.
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