Who you are

• Bachelor's degree in Business, Engineering, or a related field
• Domain experience - 7+ years of experience in strategy, operations, product management, fraud investigation, or a related role within Tech or financial services
• 5+ years of experience managing and scaling teams
• Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights (Advanced EXCEL, Google Sheets, Grafana etc.)
• SQL proficiency is highly preferred
• Experience working with product and engineering teams to develop tools and solutions that improve trust across a platform or product

What the job involves

• As the Senior Manager, Security & Risk CXO, you will be responsible for leading a high-performing, cross-functional team overseeing key areas of client security and risk management, specifically focusing on fraud investigations, card disputes, and document verification
• This pivotal role requires extensive collaboration and partnership with key stakeholders, including Product, Engineering, Analytics, and Compliance, to ensure the Client Experience Operations (CXO) strategy aligns with broader business and security goals
• Operational Leadership: Lead and scale multiple operational teams, including fraud investigations, card disputes, and document excellence, ensuring close collaboration with risk-related client support functions
• Process Optimization: Design and implement optimized workflows and processes. Leverage automation, AI, and other scalable tools and strategies to reduce case resolution times while simultaneously boosting accuracy and efficiency
• Performance Management: Own and drive key performance outcomes, such as adherence to Service Level Agreements (SLAs), case accuracy, overall customer satisfaction, and fraud loss recovery efforts
• Data-Driven Insights: Utilize data-driven insights to proactively identify trends and opportunities that enhance fraud detection capabilities
• Cross-Functional Partnership: Act as a critical cross-functional partner to Product, Engineering, and Compliance teams, actively contributing to the definition and execution of comprehensive fraud and risk strategies
• Team Development: Build and mentor a diverse team of leaders and specialists, cultivating a high-trust culture focused on collaboration and continuous improvement
• Strategic Negotiation and Risk Management: Anticipate project risks, effectively negotiate with key decision-makers, and skillfully balance business requirements against technical constraints, particularly in the context of large-scale and complex business needs

Benefits

• Retirement savings matching plan through Wealthsimple Work
• Company equity for full-time employees
• Access to Premium Client perks, including personal finance learning & advice and a boosted interest rate on deposits
• Paid parental leave (6 months topped up to 100% of salary)
• 20 vacation days per year
• 90 Days Away program
• Top-tier health benefits
• Life & disability insurance
• Generous sick and mental health days
• Employee resource plan including services like RMT, psychology, and physiotherapy
• Up to $5,000 per year for mental health supports
• Gender Affirmation benefits
• Up to $1,500 per year for professional development
• Up to $1,500 per year for wellness and home office expenses
• Employee resource groups
• Social impact hours