Director, Contact Centre Operations

Wealthsimple(2 months ago)

RemoteFull TimeDirector$160,191 - $213,567 (estimated)Client Experience Operations

About this role

The Director of Contact Centre Operations at Wealthsimple leads the outsourcing strategy for Level 1 client support through BPO partners to deliver high-quality, scalable client experiences. The role sits on the Client Experience Operations leadership team and reports to the VP, CXO. The director will shape how external contact centre partners operate, align with Wealthsimple’s brand and values, and help amplify the voice of the client across the organization. This position is central to evolving the company’s client experience model during a period of rapid growth and innovation.

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Required Skills

Outsourced Operations
BPO Management
Contact Centre Leadership
Vendor Management
Strategic Planning
Operational Excellence
Continuous Improvement
Workforce Management
Change Management
Process Design

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About Wealthsimple

wealthsimple.com

Wealthsimple is a Toronto-based fintech that offers a consumer finance platform combining automated investing, commission-free trading, banking (high‑interest chequing and savings), and a cash‑back credit card. It provides low‑fee managed portfolios (robo‑advisor) alongside access to human financial planners, tax and retirement tools, and investment products designed for long‑term wealth building. The company emphasizes simple digital experiences, accessible pricing, and integrated services as an alternative to traditional banks, serving customers primarily in Canada, the U.S., and the U.K.