TL;DR

Client Experience Manager, Transfers (Fintech): Owning and improving elevated client experience processes with an accent on process design, project management, and team leadership. Focus on setting vision, mission, and OKRs for client experiences, driving solutions to root causes, and ensuring KPIs are met across various teams.

Location: Remote, North America

Company

%hirify_global% is Canada's largest fintech company, helping over 3 million users achieve financial freedom by reimagining money management.

What you will do

Own and implement elevated client experience processes (e.g., High Risk Escalation, Tax Experts, HNW, Onboarding).
Lead and empower Client Experience Associates, Senior CXAs, and Team Leads.
Act as a subject matter expert, continuously improving employee and client experiences.
Set Vision, Mission, and OKRs for client experiences, ensuring KPIs (Capacity, Quality, SLAs) are met.
Build feedback loops with Product Managers to address client pain points and drive root-cause solutions.
Collaborate with Product, Marketing, Sales, Training, and QA to identify operational and workflow improvements.

Requirements

2-4 years+ of people management experience.
4-6 years of experience standing up new processes/teams.
Proven track record of success with measurable results.
Experience coaching team leads and individual contributors.
Experience working with cross-functional teams to improve client experience.
Strong analytical, prioritization, organization, and planning skills.
Deep understanding of implementing projects.
Ability to learn and establish expertise with a growth mindset.

Nice to have

Experience in Client Success, financial services, or a startup environment.

Culture & Benefits

Competitive salary, health benefits, and life insurance.
Retirement savings matching plan.
20 vacation days, unlimited sick and mental health days.
Up to $1,500/year for wellness and professional development budgets.
90 days away program for international work in eligible countries.
Employee Resource Groups and company-wide wellness days.
Remote-first team.

Hiring process

AI tools may be used for application review, resume analysis, or response assessment.
Final hiring decisions are made by humans.
Accommodations and adjustments for accessibility are available.

Client Experience Manager (Fintech)