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Manager, Change Readiness – Client Experience Operations
Location
Canada
Posted
35 days ago
Salary
CA$116K - CA$145K / year
Seniority
Senior
Job Description
Manager, Change Readiness – Client Experience Operations
Wealthsimple
• 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. • Partner closely with release readiness and workflow optimization teams. • Define and track the metrics that matter: Time-to-ready, agent confidence, and learner satisfaction.
Job 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.
- Sharp project and program management instincts, built for speed.
- Enough fluency in instructional design to give sharp creative direction.
- Experience leading people.
- Enthusiasm for AI tools and what they unlock.
- Nice-to-haves: Experience working in fintech, familiarity with change management frameworks, background working with or alongside BPO partners, hands-on experience with AI-assisted content or enablement tools.
Benefits
- Top-tier health benefits and life insurance
- Long-term group savings with employer match, through Wealthsimple for Business
- 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year
- 90 days away: work outside Canada for up to 90 days per year
- Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
- Work with incredibly talented, curious, and driven teammates
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