Director, Client Success (BPO)



In this role, you’ll be responsible for:

    • Spearheading the execution of scaling exceptional client experiences to millions of clients working with our BPO and internal teams: Client Success, CX Operations and Portfolio Management
    • Over time transforming the Client Success organization from reactive to a proactive engagement model
    • Instilling our company values within our BPO in how we work day in and day out
    • Ensuring the BPO delivers on strong service levels and KPIs, a thought leader for what success looks like across Tier 1 support
    • Partnering with a BPO partner and internal stakeholders to prepare new use cases / work flows to be outsourced and ongoing process improvements
    • Leading all aspects of vendor management with our BPO Partner(s) – commercial and operational
    • Evaluating how and when to expand to different geographies / vendor partners
    • Establishing feedback loops that amplify the voice of the client across the organization in our everyday operations
    • Partnering cross-functionally to eliminate toil from the client experience
    • Championing our BPO Partner(s) internally to ensure we keep them top of mind in decision making
    • Building, coaching and empowering a strong team to bring your collective vision to life alongside Wealthsimple’s rapid growth

Job information can change without notice

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