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Senior Manager
Client Experience Operations, Month contract
Posted on 10/24/2022
INACTIVE
Locations
Toronto, ON, Canada • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Management
Research
Sales
SQL
Zendesk
Requirements
  • Customer Support/Sales Operations Experience - Has experience in driving strategic projects and mapping sales processes for Customer Support and/or Sales organizations
  • Passion for Clients - Is incredibly passionate about our clients and our products
  • Strategic and Operational Project Management - Has demonstrated success leading and implementing initiatives and influencing significant change. Exposure to product and technical projects is an asset
  • Collaboration - Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders
  • Data and Analytics - Strong analytical skills with superior attention to detail and demonstrated ability to drive insights into actionable recommendations. Experience with SQL is an asset
  • Action Orientation - A clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
  • Communication - Is an excellent communicator and able to convey complex ideas succinctly and with great precision
  • Prioritization and Problem-Solving - Has great analytical and prioritization skills. Knows how to balance what needs to be done with what's possible to do. Understands the scope of an issue and its priority
  • Execution - Acts with urgency with a move-fast mentality. We believe in doing our efficient research upfront and implementing it in an iterative way that allows us to learn and correct as we go
  • System Experience - SQL Data Analytics Platforms like Periscope (SiSense), Zendesk, Phone Support Systems and IVRs, Chatbots and Help Centers
Responsibilities
  • Lead and coach a team of experts in their field with different levels of seniority (including people managers)
  • Partner with the Client Success team to support the implementation and optimization of new teams and strategic initiatives that will have the biggest impact on the client experience
  • Drive step-changes in operational performance, map out complex processes, identify the right tools and implement creative solutions to optimize or automate core processes
  • Optimize our workforce management through tooling, scheduling, forecasting and capacity planning
  • Partner with other internal teams to advocate for the Client Experience and improve workflows and processes
  • Establish yourself as a thought-leader with key stakeholders across the Client Experience team
Desired Qualifications
  • Team Management Experience - Has experience leading and growing a team of experts at different levels of seniority. Experience leading people managers is a plus
Wealthsimple

201-500 employees

Investment management platform
Company Overview
Wealthsimple is on a mission to transform money management for everyone. The company provides pre-built investment portfolios depending on a user's interests/needs.