Lead, WFM Platform & Automation

BUILD SOMETHING PEOPLE LOVE Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of what we've built — and we're just getting started. Read our Culture Manual https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. ABOUT THE TEAM The Client Experience Operations team is responsible for how Wealthsimple shows up for its clients every single day. Within that team, our Workforce Management function is the engine that keeps client support running at scale, forecasting demand, scheduling the right people at the right times, and making sure we can deliver fast, reliable experiences no matter what's happening in the business. We're a team that takes operational excellence seriously, and we're now investing in the technical capability to make WFM smarter, faster, and more scalable than it's ever been. If you want to build the systems that power a world-class contact centre, this is where that work happens. ABOUT THE ROLE Workforce management at scale is a hard problem, and right now, too much of how we solve it relies on manual effort that doesn't scale with Wealthsimple's growth. This role exists to change that. You'll own the technical foundation of our WFM function: building AI agents to automate the heavy lift, developing forecasting and scheduling models that help us stay ahead of demand, and shaping the platform decisions that determine what's possible. You'll also shape how the WFM function thinks about technology, setting direction, raising the technical bar, and bringing the analyst team along with you. WHAT YOU'LL DO - Build AI agents that automate manual, labour-intensive WFM tasks, reducing human intervention and freeing the team to focus on higher-value work - Develop forecasting and scheduling models and real-time recommendation engines that improve how we anticipate and respond to demand at scale - Drive the technical evaluation and co-ownership of WFM platform decisions, including our current tooling assessment, with a focus on platforms that support API-based customization and automation - Work closely with data and engineering teams to understand and leverage existing data pipelines and architecture, without owning them directly - Set the technical direction for WFM automation and tooling, and bring the analyst team and cross-functional partners along through hands-on mentorship and clear, accessible documentation - Act as the technical voice for the WFM function in cross-org planning and roadmapping discussions - Identify opportunities to decouple team headcount growth from company growth, building systems that scale without requiring proportional increases in staffing. WHO YOU ARE - You understand WFM at a systems level, not just the workflows, but the logic underneath them, and you use that understanding to build things that actually work in production - You're a builder at heart; you're not satisfied with workarounds when the right solution is an automated one - You're comfortable owning decisions with real operational stakes, and you bring enough domain knowledge to make a compelling case when it matters - You can move between deep technical work and clear communication with non-technical partners without losing anything in translation - You're curious about the problem space, not just the tools, you want to understand why something breaks, not just fix it - You're comfortable leading through influence, you don't need a formal mandate to shape how a team thinks about a problem Skills & Experience - 6–8+ years of de…