Manager, Gold Glove

This is a fully remote position, open to applicants in Canada.

📋 Description

• Mentor, nurture, and ensure accountability for a team of Gold Glove Team Leads

• Establish and drive key performance indicators such as net deposit volume, transfer completion rates, customer satisfaction (CSAT), service level agreement (SLA) adherence, and quality metrics

• Collaborate closely with Senior Leaders to outline the Gold Glove vision, roadmap, and operational framework

• Identify systemic issues in the onboarding process and spearhead initiatives to enhance efficiency and scalability

• Serve as the ultimate escalation point for sensitive client matters

• Advocate for organizational changes and shifting priorities

• Cultivate a high-performance culture where feedback is ongoing and growth is anticipated

• Create and deliver regular performance reports to senior leadership

⛳️ Requirements

• At least 2–3 years of experience in people management, including overseeing other Team Leads

• Demonstrated capability to collaborate with Sales, Operations, or Product teams to achieve common goals

• Experience managing intricate client relationships and high-stakes escalations at a leadership level

• Outstanding written and verbal communication skills; capable of presenting to senior leadership, facilitating challenging discussions, and aligning diverse stakeholders

🏝️ Benefits

• Comprehensive 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 annually

• Opportunity to work outside Canada for up to 90 days each year

• Access to employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS