Manager, Systems Operations

🕒 vor 1 Monat

Jetzt Bewerben

Ähnliche Remote-Jobs finden

E-Mails für Remote-Jobs erhalten

📊 Überprüfen Sie Ihre Lebenslauf-Bewertung für diese Stelle

Verbessern Sie Ihre Chancen auf ein Vorstellungsgespräch, indem Sie Ihre Lebenslauf-Bewertung vor der Bewerbung überprüfen.

Lebenslauf hochladen

Wealthsimple

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2014

💳 Fintech

🏦 Bankwesen

💸 Finanzen

🔥 Finanzierung im letzten Jahr

💰 €393.043.839 Series E - Wealthsimple im 2025-10

Fintech • Banking • Finance

Wealthsimple ist ein kanadisches Finanztechnologieunternehmen, das Dienstleistungen in den Bereichen Konsumentenbanking, Investitionen und Vermögensverwaltung anbietet. Es bietet Girokonten, Sparkonten, Kreditkarten, Direct-Trading (Aktien, ETFs, Optionen), Kryptowährungshandel, verwaltete Portfolios, Steuerdienstleistungen und Beratungs-Vermögensverwaltung für vermögende Privatkunden. Wealthsimple kombiniert digitalorientiertes Banking und kostengünstige Anlageprodukte, die auf Privatkunden abzielen, zusammen mit Werkzeugen und Bildungsinhalten zur Unterstützung der persönlichen Finanzen.

Beschreibung

• Manage a specialized team of Team Leads, Senior ICs, and Systems Admins. You will run this team with the rigor of an engineering squad: owning sprint planning, velocity tracking, backlog grooming, and standups. • Act as the ultimate escalation point for KTLO (Keep The Lights On) operations. Ensure the stability, routing logic, and API integrations across Zendesk and Five9 are running flawlessly for 2,000+ global agents. • Oversee the day-to-day health of our AI agent. Your team will handle rapid prompt tuning, hallucination mitigation, knowledge base ingestion QA, and regression testing for new AI releases. • Your team receives 20+ complex Jira requests daily from CX leadership. You will own the ingestion model—triaging bugs, sizing M-level system enhancements, and deploying resources without burning out your team. • Work lockstep with our Strategy & Design architects. When they design a new telephony tree or AI workflow, your team builds, tests, and deploys it safely into production.

🎯 Anforderungen

• 5+ years in CX Systems/Technical Operations, with 2+ years directly managing technical admins or systems engineers. You have successfully managed infrastructure for 1,000+ agent environments. • Expert-level administration of Enterprise Zendesk and CCaaS platforms (Five9 preferred). You deeply understand complex routing, custom objects, trigger/automation load balancing, and API webhook integrations. • Proven experience running a sprint-based delivery model using Jira. You know how to define acceptance criteria, manage technical debt, and enforce CI/CD-style deployment safety in a live CX environment. • You understand the unsexy, operational side of GenAI. You have experience managing bot QA, monitoring deflection rates, and troubleshooting integrated AI workflows. • You are a relentless optimizer. You see a queue of 600 quarterly support tickets as a math problem to be solved through better tooling, self-service, and root-cause fixes. • BONUS: Experience in Fintech or a highly regulated security environment.

🏖️ Vorteile

• 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