Operations Lead, Milestone Rewards

Your career is an investment that grows over time!

Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 4 million users who trust us with more than $50 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

The Operations Lead is responsible for the day-to-day oversight of our partnerships with milestone reward vendors. This role involves managing the relationships with our vendors, identifying opportunities for process improvements, and assessing overall performance to ensure alignment with company goals and objectives.

Responsibilities:

• Be the day-to-day contact between Wealthsimple and our milestone reward vendors to collaborate and report on operational issues
• Work with vendors to develop a mutual understanding of what level of client support is expected to resolve client issues and inquiries
• Work closely with the Product Specialist and Enablement teams to develop up-to-date training materials and knowledge base articles related to milestone vendor support
• Define and be the primary owner of the escalation process for more complex issues that go beyond the scope of Wealthsimple CX, keeping vendors informed of these issues and collaborating to find a resolution
• Track usage of Milestone Perks program and report back to finance
• Collaborate with the Data Analytics team to build accurate reporting around milestone reward selection and provide vendors with monthly reports
• Analyze and report on top ticket volume drivers and root causes by partner
• Obtain monthly reports from vendors related to promo code usage and activation and provide regular updates to Wealthsimple stakeholders.
• Monitor production code selection across all vendors and submit purchase requests for additional codes when necessary
  
  
  

Why Wealthsimple?

Competitive salary with top-tier health benefits and life insurance

Retirement savings matching plan using Wealthsimple Work

20 vacation days per year and unlimited sick and mental health days

Up to $1,500 per year towards wellness and professional development budgets respectively

90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year

A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)

Company-wide wellness days off scheduled throughout the year

We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!

Read our Culture Manual and learn more about how we work.

DEI Statement

At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Accessibility Statement

Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.