Manager, Gold Glove

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

📋 Description

• Mentor, develop, and hold accountable a team of Gold Glove Team Leads.

• Establish and drive key performance indicators (KPIs) 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 gaps within the onboarding process and spearhead initiatives aimed at enhancing efficiency, scalability, and client experience.

• Serve as the final escalation point for delicate client matters.

• Advocate for organizational changes and adapt to evolving priorities.

• Cultivate a high-performance culture that emphasizes continuous feedback.

• 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 ability to collaborate with Sales, Operations, or Product teams to achieve shared objectives.

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

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

🏝️ Benefits

• Comprehensive health benefits and life insurance coverage.

• Long-term group savings plan with employer matching, available through Wealthsimple for Business.

• 20 vacation days, 4 wellness days, and unlimited sick and mental health days each year.

• Opportunity to work remotely outside Canada for up to 90 days annually.

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