Director, Security & Risk Client Experience Operations (CXO)

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Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 4 million users who trust us with more than $50 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

The Security & Risk CXO function plays a critical role in protecting both Wealthsimple and its clients. This team is at the heart of our fraud prevention, risk management, and client trust initiatives. We work across the organization to quickly and accurately resolve fraud and risk-related issues, while continuously improving our processes to deliver a world-class client experience at scale.

As Director, Security & Risk CXO, you will lead a high-performing, cross-functional group responsible for fraud investigations, card disputes, client experience, document verification, and collections. This is a highly collaborative role that partners closely with Product, Engineering, Analytics, and Compliance. You’ll report directly to the VP, Client Experience Operations.

We're looking for someone who thrives in a fast-paced, high-impact environment and is passionate about operational excellence, risk mitigation, and building systems that scale.

What You’ll Do

  • Lead and scale multiple operational teams across fraud investigations, card disputes, collections, document excellence, and risk-related client support.
  • Build and optimize workflows and processes to reduce case resolution times while improving accuracy and efficiency—leveraging automation, AI, and other scalable tools and strategies
  • Own and drive performance outcomes, including SLA adherence, case accuracy, customer satisfaction, and fraud loss recovery.
  • Serve as a cross-functional partner to Product, Engineering, and Compliance, helping to define and execute on fraud and risk strategies.
  • Represent Wealthsimple externally on industry councils, task forces, and payment network working groups.
  • Build and coach a diverse team of leaders and specialists, fostering a culture of collaboration, trust, and continuous improvement.

    • Who You Are

  • A builder – You excel at growing teams and functions from the ground up, and you foster inclusive, high-performing environments.
  • Operationally excellent – You bring 5+ years of experience leading large-scale fraud operations, with a strong foundation in lean and/or Six Sigma methodologies.
  • Risk-minded – You understand how to strike the right balance between a frictionless client experience and sound risk management.
  • Data-driven – You use data to uncover insights, prioritize improvements, and measure success.
  • AI-curious – You’re excited about the potential of AI and automation to enhance workflows and decision-making, and you’re eager to explore and experiment with new tools.
  • A strong communicator – You can tailor your message for executives, cross-functional peers, or front-line team members.
  • Collaborative by nature – You work well across functions and know how to align diverse stakeholders around a common goal.

    • You’ll Love Working Here If You…

  • Value impact over perfection, and action over endless deliberation.
  • Thrive in an environment that encourages learning, growth, and ownership.
  • Believe in the power of simplicity—and use it to solve complex problems.
  • Enjoy mentoring others and being mentored in return.
  • Are energized by new technologies and love testing ideas that could make your team faster, better, or more resilient.
  • Feel aligned with and inspired by Wealthsimple’s values—and are excited to live them day-to-day.
    • Why Wealthsimple?
    🤑 Competitive salary with top-tier health benefits and life insurance
    📈 Retirement savings matching plan using Wealthsimple Work
    🌴 20 vacation days per year and unlimited sick and mental health days
    📚 Up to $1,500 per year towards wellness and professional development budgets respectively 
    🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year 
    🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
    💖 Company-wide wellness days off scheduled throughout the year

    We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!

    Read our Culture Manual and learn more about how we work.

    DEI Statement
    At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. 

    Accessibility Statement
    Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.
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