VP, Client Care Full Time

As the VP of Client Care, you will report to the Chief Client Experience Officer and be responsible for setting the vision and strategy to deliver best-in-class, effortless experiences to all clients at scale and managing Wealthsimple’s front-line teams. As a key member of the leadership team, you will champion the voice of the client across the organization and partner with Data Science, Product, Engineering, Operations and Marketing to enable exceptional client experiences in and outside of our products. Our ideal hire is passionate about our clients. They have a strong vision for how we delight our clients at scale as well as the ambition and drive to roll-up their sleeves and help us deliver it.

What you’ll be responsible for:

Spearheading the vision, strategy, and execution of scaling exceptional client experiences to millions of clients across Client Success and in collaboration with Portfolio Management
Over time transforming the Client Success organization from a cost-centre to a revenue-centre
Defining and delivering on clear KPIs for what success looks like across Client Success (support)
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
Building, coaching and empowering a strong team of Managers and Directors to bring your collective vision to life alongside Wealthsimple’s rapid growth

Our ideal candidate has:

People leadership – Has 5+ years in a leadership role and has a demonstrated ability to set a vision and strategy and coach
CS / Sales Experience – Has 10+ years of experience in scaling Customer Support and/or Sales organizations
Passion for clients – Is incredibly passionate about our clients and our products
Developing leaders & teams – Has demonstrated experience leading, building, coaching and empowering strong leaders and teams, both with & without authority
Communication – Is an excellent communicator and able to convey complex ideas succinctly and with great precision
Vision – Sets an ambitious vision for WS CX. Isn’t afraid to roll-up their sleeves, but thinks big picture while empowering teams to deliver on the details
Prioritization & problem-solving – Has great analytical and prioritization skills. Approaches problems from first-principles. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority
Execution – Has a move-fast mentality. We believe in doing our efficient research upfront and implementing in an iterative way that allows us to learn and correct as we go. We don’t believe in endless meetings (or many at all)
Proactive & assertive – Acts without being told what to do. Brings new ideas to Wealthsimple