Director of Global BPO & CX Delivery

Wealthsimple; Canada; Remote; CAD 100,000 - 140,000; Full time

Job summary

A leading fintech company in Canada seeks a Director of Contact Centre Operations. This role involves executing a BPO strategy to enhance client experiences at scale. The ideal candidate will lead a high-performing team, drive operational excellence, and collaborate with internal teams to deliver outstanding services. Join us in shaping the financial future for millions of users across North America.

Benefits

Competitive salary

Top-tier health benefits

Retirement savings matching plan

20 vacation days per year

Unlimited sick and mental health days

$1,500 wellness and professional development budgets

90 days away program

Company-wide wellness days

Qualifications

• 8+ years of progressive leadership experience.
• Proven record of operational excellence.
• Experience in managing global operations.

Responsibilities

• Lead strategic development of Level 1 CX teams.
• Define processes and quality goals with BPO partners.
• Manage high performing internal teams.

Skills

Building and scaling outsourced operations (BPO)

Leadership experience

Excellent communication

Analytical and prioritization skills

Problem-solving approach

Proactive mindset

Job description

A leading fintech company in Canada seeks a Director of Contact Centre Operations. This role involves executing a BPO strategy to enhance client experiences at scale. The ideal candidate will lead a high-performing team, drive operational excellence, and collaborate with internal teams to deliver outstanding services. Join us in shaping the financial future for millions of users across North America.