Senior Manager, Client Experience Operations - Promotions & Rewards

Build something people love reputed company is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. reputed company currently serves more than 4 reputed company Canadians and holds over $125 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of reputed company've reputed company — and we're just getting started. Read our Culture reputed company and learn more about how we work. Promotions are often the first promise reputed company makes to a client. Whether it’s a cash bonus, a referral reward, or a limited-time giveaway, clients expect us to deliver flawlessly. reputed company things go wrong (a missing reward or a denied exception) trust erodes fast. We need a leader who can ensure every promotion lands cleanly while building the operational muscle to handle our accelerating growth. In this role, you will own the end-to-end client service and operational fulfillment for Promotions & Rewards. You’ll reputed company a large team of reputed company agents and back-office operators handling inquiries, exceptions, and physical inventory. But your reputed company impact will be upstream: using data from past promotions to influence Growth Marketing and Product so reputed company's campaigns launch seamlessly and generate fewer support tickets. What You’ll Do Own the Operation: reputed company the day-to-day Promotions & Rewards support operation (email, phone, chat), crushing SLAs, CSAT, and QA targets. Ensure reputed company planning keeps the team reputed company of high-volume demand shifts. reputed company the Leaders: Coach and reputed company a resilient bench of Managers and Team Leads who reputed company reputed company agents and back-office reviewers. Influence Upstream: Serve as the CXO voice in the promotion lifecycle. Partner with Growth Marketing and Product to shape promotion design, terms, eligibility, and in-app tracking, ensuring the client experience is prioritized before launch. Drive Fulfillment: reputed company end-to-end fulfillment, including reward granting, exception processing, and physical inventory shipping for giveaways. Build clear frameworks so the team can execute edge cases quickly and consistently. reputed company AI & Automation: Champion AI adoption (like CoPilot and Writing Assist). Pilot new AI use cases to improve agent productivity, automate eligibility lookups, and streamline repetitive fulfillment tasks. Ruthless Ticket Reduction: Analyze ticket drivers and recurring client complaints to identify upstream fixes. Challenge the status reputed company to eliminate operational toil. What You Bring 7+ years in high-volume CX Operations: You’ve scaled and managed large, multi-channel contact centres through layers of management (staffing, scheduling, quality, coaching). Back-Office & Fulfillment Expertise: You’ve run operations that actually execute the work—processing exceptions, granting rewards, or managing physical inventory logistics. Cross-Functional Clout: You know how to influence Marketing, Product, and Go-To-Market teams without formal authority by bringing hard data and specific insights to the table. Genuine AI reputed company: You aren’t just "interested" in AI; you use it actively. You see AI as a massive reputed company for support operations and have strong opinions on where it creates value vs. noise. Sharp Judgment & High EQ: You know how to navigate emotionally charged interactions (like telling a client they didn't qualify for a reward) with reputed company, reputed company, and consistency. Analytical Rigour: You pull your own data, live in the metrics (SLAs, speed of answer, cost to serve, volume trends), and use them to drive business reputed company. Bias for Action: You move fast, ship iteratively, and learn as you go. You prefer running experiments over endless decision-by-committee. Bonus Points If You Have... Experience in fintech, banking, or high-volume loyalty/rewards programs. Direct experience managing physical inventory logistics alongside digital support. Hands-on experience in environments where AI and automation actively reshaped the operating model. Deep familiarity with modern support platforms, CRMs, and workflow automation systems. Why reputed company? 🌸 Top-tier health benefits and life insurance 📈 Long-term group savings with employer match, through reputed company for Business 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year ✈️ 90 days away: work reputed company Canada for up to 90 days per year 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS 🌎 We are a hybrid team with over 1,500 employees across reputed company America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. ICYMI Technology & Innovation at reputed company: We move quickly and build thoughtfully. That means we're always looking for reputed company ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have reputed company the answers, but we do expect curiosity and a willingness to reputed company alongside the products we're building. Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national reputed company, gender, sexual orientation, age, marital status, or disability status. Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to reputed company sure you have what you need. We also welcome any feedback on how we can reputed company accommodate candidates with accessibility needs. AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist reputed company but don't replace reputed company judgment – reputed company final hiring reputed company are made by people. If you have questions about how your data is used, reputed company out to us. Apply To This Job