Manager - AI Chatbot Experience

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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 Systems Design & Optimization Team is responsible for managing the various systems within the Customer Experience Operations organization including but not limited to: Zendesk Five9 and our client-facing AI chatbot. This team is responsible for ensuring that our CS workflows are streamlined and efficient facilitating a seamless experience for both our Clients and our internal teams.

About the Manager AI Chatbox Experience role:

• As the Manager AI Chatbot Experience you will take full ownership of the chatbot's performance user experience and rapid ongoing improvement

• You will lead a dedicated team that is ultimately responsible for ensuring high-quality client responses and seamless integrations with our other CXO systems and tools

• Responsibilities of this role and team include but are not limited to:  Continuous QA testing and “bot bashing” making enhancements to underlying prompts and content integrating the chatbot with other systems and platforms ongoing vendor management and collaborating with Product Management on the entirety of the chatbot experience

• This position offers a unique opportunity to shape and refine our chatbot’s role in delivering exceptional user experiences and driving business value.

As the Manager AI Chatbox Experience you will:

• Own the end-to-end chatbot experience. Define and implement a strategic roadmap for the chatbot to align with organizational goals and user needs. Continuously test monitor and analyze chatbot conversations and performance metrics to identify areas for improvement and innovation.

• Manage and mentor a team conducting continuous quality assurance (QA) to ensure chatbot responses are accurate consistent and aligned with brand voice.

• Optimize chatbot prompts and content. Oversee the development testing and refinement of chatbot prompts and underlying content to enhance conversational quality. Collaborate with cross-functional teams (e.g. marketing product and support) to align with broader business initiatives.

• Configure and maintain integrations between the chatbot and other platforms tools and systems to enhance functionality and provide seamless experiences. Work closely with vendors and internal development teams to ensure technical stability and compliance with security standards.

• Serve as the primary point of contact for chatbot vendors negotiating contracts managing budgets and ensuring delivery of agreed-upon services. Stay informed about vendor updates new features and emerging technologies to identify opportunities for innovation.

• Drive continuous improvement Gather user feedback and translate insights into actionable improvements. Stay updated on industry trends best practices and emerging technologies to maintain a competitive edge in chatbot experience design.

What you bring:

• Bachelor’s degree in Computer Science Information Systems Business Administration or a related field

• Experience and passion for conversational AI chatbot optimization product management or a related field

• Strong understanding of natural language processing (NLP) concepts and frameworks

• Demonstrated experience in configuring API integrations and managing technical implementations

• Analytical mindset with experience leveraging data to drive decision-making

• Excellent communication organization and stakeholder management skills

• Experience in vendor management including contract negotiations and performance monitoring

• Proven leadership experience with the ability to manage and motivate a team

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 $1500 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 1000 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.