Wealthsimple Technologies - Manager, Gold Glove
Requirements
• Strategic leaders: You connect operational realities to business outcomes and articulate a clear vision while keeping execution grounded • Multipliers: You invest in your Team Leads as leaders in their own right, scaling your impact by making the people around you better • Commercial collaborators: You understand the relationship between exceptional onboarding and net deposit growth, and know how to partner with Sales without losing sight of the client experience • Data-informed decision makers: You use metrics to identify trends and drive meaningful change, balanced with qualitative judgment and genuine client empathy • Resilient change leaders: You don't just survive ambiguity — you create structure and confidence within it • High-accountability operators: You own outcomes, not just activities — diagnosing fast, communicating clearly, and course-correcting with urgency when results are off-track • Leadership experience: Minimum 2–3 years of people management experience, including experience managing other Team Leads • Cross-functional experience: Proven ability to partner with Sales, Operations, or Product teams to drive shared outcomes • Client-facing background: Experience owning complex client relationships and high-stakes escalations at a leadership level • Communication skills: Exceptional written and verbal communication; able to present to senior leadership, facilitate difficult conversations, and align diverse stakeholders • Previous experience in financial services or fintech in a leadership capacity • Familiarity with Canadian wealth management, brokerage operations, or high-net-worth client service • Experience managing teams through periods of significant growth or organizational change • Bilingual capabilities in French and English • Comfort with data visualization and performance reporting tools
Responsibilities
• Lead through your Team Leads: Coach, develop, and hold accountable a team of Gold Glove Team Leads, enabling them to build high-performing, client-obsessed teams • Own team-wide performance: Set and drive KPIs including net deposit volume, transfer completion rates, CSAT, SLA adherence, and quality metrics — translating results into actionable improvements • Shape strategy with senior leadership: Work closely with Senior Leaders to define the Gold Glove vision, roadmap, and operating model, ensuring alignment with broader CXO and Commercial objectives • Drive process and workflow improvements: Identify systemic gaps in the onboarding journey and lead initiatives to improve efficiency, scalability, and client experience — building infrastructure that grows without sacrificing quality • Manage complex escalations: Act as the final escalation point for sensitive client situations, applying sound judgment to protect client trust and Wealthsimple's reputation • Lead through change: Champion organizational transitions and evolving priorities, ensuring your teams have the clarity and support needed to maintain excellence through ambiguity • Build team culture and capability: Foster a high-performance culture where feedback is continuous, growth is expected, and every team member connects their work to Wealthsimple's mission • Provide strategic visibility: Develop and present regular performance reporting to senior leadership, surfacing trends, risks, and opportunities across the Gold Glove function
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 • 🌎 We are a hybrid team with over 1,500 employees across North 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. • Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve 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 origin, 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 make sure you have what you need. We also welcome any feedback on how we can better 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 our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.
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