[Remote] Director, User Operations - Canada at NerdWallet

Canada

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CA$138,000 – CA$232,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, TechnologyIndustries

Requirements

8+ years in customer operations, support, or related functions within technology-driven organizations, preferably in financial services or consumer-facing products
3+ years leading large, multi-layered teams (10+ members through managers or technical leads), ideally spanning both operational and technical domains
3+ years of experience driving AI-powered customer service strategy and technical innovation

Responsibilities

Drive AI-powered customer service strategy: Translate business goals into actionable AI roadmaps, partnering with technical solutions architect to evaluate and leverage tools; design intelligent customer journeys using chatbots, voice AI, and automated routing
Use data and AI to transform operations: Harness insights from customer interactions, AI metrics, and behavioral patterns to optimize and scale support; implement machine learning to predict needs and proactively resolve issues
Champion technical innovation in customer service: Advance adoption of conversational AI, agentic voice technology, and automated resolution workflows while maintaining human touch
Balance automation with human expertise: Ensure AI strengthens human connection with thoughtful escalation models and quality systems for complex financial questions
Collaborate cross-functionally: Represent User Operations to integrate support models into new products/experiences; align with business and product strategies
Lead and develop high-performing teams: Build, mentor, and inspire diverse team of customer operations professionals, AI specialists, and analysts; foster culture of innovation, learning, and customer obsession; create career development pathways

Skills

Customer Support

Chatbots

Voice AI

Automated Routing

Customer Service Operations

AI Roadmaps

Operational Efficiency

NerdWallet

Financial guidance platform for personal finance

About NerdWallet

NerdWallet helps individuals make informed financial decisions by providing resources and tools for comparing credit cards, mortgages, personal loans, and insurance. The platform is user-friendly, featuring calculators and educational content that simplify complex financial concepts. Unlike competitors, NerdWallet operates on an affiliate marketing model, allowing it to offer services for free while earning revenue through partnerships with financial institutions. The company's goal is to empower consumers to manage their finances better by providing clear and comprehensive information.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$67.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Health and wellness

Retirement support

True work-life balance

Career development

Employee resource groups

Employee engagement

Risks

Next Door Lending's past compliance issues pose potential regulatory risks for NerdWallet.

Affiliate marketing reliance may be threatened by shifts in financial institutions' budgets.

Intensifying competition in personal finance could erode NerdWallet's market share.

Differentiation

NerdWallet offers personalized, unbiased financial advice to empower consumer decision-making.

The platform integrates financial tools and expert content for comprehensive financial guidance.

NerdWallet's user-friendly design simplifies complex financial concepts for a broad audience.

Upsides

Growing demand for financial literacy tools boosts NerdWallet's user engagement.

Partnerships with fintech firms enhance NerdWallet's comprehensive financial solutions.

Rising interest in ethical investing aligns with NerdWallet's tailored advice offerings.

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