Manager, Change Readiness – Client Experience Operations

Wealthsimple

Lead change readiness initiatives and drive enablement strategies for Wealthsimple's support workforce. Collaborate with internal teams to implement effective change management practices.

Posted 5/1/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$116,000 - CA$145,000 per yearWebsite

About the role

Key responsibilities & impact

Own our change readiness strategy end-to-end: The intake system, the unified change calendar, and the frameworks that determine what gets prioritized and when.
Drive our enablement approach across a range of delivery methods, from recurring micro-learning and structured briefing content for frontline leaders to large-scale special projects.
Function as an internal consultancy for our support leaders and operators.
Partner closely with release readiness and workflow optimization teams.
Define and track the metrics that matter: Time-to-ready, agent confidence, and learner satisfaction.

Requirements

What you’ll need

A track record of building or significantly maturing change enablement infrastructure inside a fast-moving support or customer service organization.
Strong stakeholder management skills.
Sharp project and program management instincts, built for speed.
Enough fluency in instructional design to give sharp creative direction.
Experience leading people.
Enthusiasm for AI tools and what they unlock.
Nice-to-haves: Experience working in fintech, familiarity with change management frameworks, background working with or alongside BPO partners, hands-on experience with AI-assisted content or enablement tools.

Benefits

Comp & perks

Top-tier 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 per year
90 days away: work outside Canada for up to 90 days per year
Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
Work with incredibly talented, curious, and driven teammates

ATS Keywords

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Hard Skills & Tools

change enablement infrastructureinstructional designproject managementprogram managementAI-assisted content tools

Soft Skills

stakeholder managementleadershipcreative directionorganizational skills