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Operations Lead, Milestone Rewards

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Wealthsimple

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Toronto
    Remote
  • Quick Apply

AI generated summary

  • You will manage vendor relations, support issue escalations, track Milestone Perks usage, collaborate on training materials, analyze ticket drivers, and monitor promo code selection.
  • You will manage vendor relations, resolve client issues, create training materials, analyze metrics, and ensure effective reporting on the Milestone Perks program.

Requirements

  • Be the day-to-day contact between Wealthsimple and our milestone reward vendors to collaborate and report on operational issues.
  • Work with vendors to develop a mutual understanding of what level of client support is expected to resolve client issues and inquiries.
  • Work closely with the Product Specialist and Enablement teams to develop up-to-date training materials and knowledge base articles related to milestone vendor support.
  • Define and be the primary owner of the escalation process for more complex issues that go beyond the scope of Wealthsimple CX, keeping vendors informed of these issues and collaborating to find a resolution.
  • Track usage of Milestone Perks program and report back to finance.
  • Collaborate with the Data Analytics team to build accurate reporting around milestone reward selection and provide vendors with monthly reports.
  • Analyze and report on top ticket volume drivers and root causes by partner.
  • Obtain monthly reports from vendors related to promo code usage and activation and provide regular updates to Wealthsimple stakeholders.
  • Monitor production code selection across all vendors and submit purchase requests for additional codes when necessary.

Responsibilities

  • Be the day-to-day contact between Wealthsimple and our milestone reward vendors to collaborate and report on operational issues.
  • Work with vendors to develop a mutual understanding of what level of client support is expected to resolve client issues and inquiries.
  • Work closely with the Product Specialist and Enablement teams to develop up-to-date training materials and knowledge base articles related to milestone vendor support.
  • Define and be the primary owner of the escalation process for more complex issues that go beyond the scope of Wealthsimple CX, keeping vendors informed of these issues and collaborating to find a resolution.
  • Track usage of Milestone Perks program and report back to finance.
  • Collaborate with the Data Analytics team to build accurate reporting around milestone reward selection and provide vendors with monthly reports.
  • Analyze and report on top ticket volume drivers and root causes by partner.
  • Obtain monthly reports from vendors related to promo code usage and activation and provide regular updates to Wealthsimple stakeholders.
  • Monitor production code selection across all vendors and submit purchase requests for additional codes when necessary.

FAQs

What is the role of the Operations Lead, Milestone Rewards at Wealthsimple?

The Operations Lead is responsible for the day-to-day oversight of partnerships with milestone reward vendors, managing vendor relationships, identifying process improvements, and assessing vendor performance to ensure alignment with company goals.

What are the primary responsibilities of the Operations Lead?

The primary responsibilities include acting as the main point of contact for milestone reward vendors, developing training materials, defining the escalation process for complex issues, tracking usage of the Milestone Perks program, collaborating with the Data Analytics team for reporting, analyzing ticket volume drivers, obtaining monthly reports, and monitoring production code selection.

What benefits does Wealthsimple offer?

Wealthsimple offers competitive salary, top-tier health benefits, retirement savings matching, 20 vacation days plus unlimited sick and mental health days, wellness and professional development budgets, a 90 days away program, and participation in Employee Resource Groups.

Is there an emphasis on diversity and inclusion at Wealthsimple?

Yes, Wealthsimple strongly encourages applications from diverse backgrounds and is committed to building products for a diverse world, advocating for a diverse team to contribute effectively.

How does Wealthsimple support professional development?

Wealthsimple provides up to $1,500 per year towards wellness and professional development budgets, allowing employees to pursue personal and professional growth.

What is the company's stance on accessibility during the recruitment process?

Wealthsimple is committed to providing an accessible candidate experience and will work with candidates to provide necessary support and accommodations throughout the interview process and beyond.

How many vacation days do employees receive?

Employees receive 20 vacation days per year along with unlimited sick and mental health days.

What does the 90 days away program entail?

The 90 days away program allows employees to work internationally in eligible countries for up to 90 days per calendar year.

Is Wealthsimple a remote-first company?

Yes, Wealthsimple operates as a remote-first team, with over 1,000 employees located across North America.

What type of work culture does Wealthsimple promote?

Wealthsimple promotes a culture of collaboration, humility, inclusivity, and high performance, aiming to empower employees to do their best work.