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MI
Director of Product
Method Integration Inc.
Remote, Canada
- Full-time
- Remote
Own the product plan, from the long-term big picture down to what ships next, and hold every Product Manager to the same standard: work is thought through and grounded in customer data…
Added 30 mins ago
B
Senior / Lead Product Manager - New Verticals
Baselane
Toronto, ON
- Full-time
We're looking for an entrepreneurial Product Manager to help us drive new areas of growth. You'll explore a new customer segment, deeply understand how they operate, uncover underserved…
Added 46 mins ago
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Customer Experience Specialist - French Bilingual
Quince
Vancouver, BC
- $26 CAD / hour
- Full-time
Leadership Tracks: Senior Associate → Team Lead → CX Manager
Added 1 hour ago
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Senior Manager, Program Management
Walmart
Mississauga, ON
- Full-time
A key responsibility is driving cross-functional accountability for identified opportunities. The Senior Manager will work with Operations, Product, Technology, eComm, Supply Chain, and…
Added 1 hour ago
Area Manager II, YOW3
Amazon
Ottawa, ON
As an Area Manager II at an Amazon fulfillment center, you'll act as a strategic leader overseeing upto 80 associates while driving department level operational improvements. You'll conduct…
Added 1 hour ago
Area Manager II, YOW3
Amazon
Ottawa, ON
As an Area Manager II at an Amazon fulfillment center, you'll act as a strategic leader overseeing upto 80 associates while driving department level operational improvements. You'll conduct…
Added 1 hour ago
Area Manager II, YYZ7
Amazon
Caledon, ON
As an Area Manager II at an Amazon fulfillment center, you'll act as a strategic leader overseeing upto 80 associates while driving department level operational improvements. You'll conduct…
Added 1 hour ago
Area Manager II
Amazon
Ottawa, ON
As an Area Manager II at an Amazon fulfillment center, you'll act as a strategic leader overseeing upto 80 associates while driving department level operational improvements. You'll conduct…
Added 1 hour ago
R
Manager, Digital Product Marketing - RBC Direct Investing
RBC
Toronto, ON
- Full-time
As Manager, Digital Product Marketing, you will be a key product marketer on the Digital Marketing team, responsible for the web experience and content transformation of RBC Direct…
Added 1 hour ago
DH
Financial Planning and Analysis Manager
Diploma Healthcare Group
Mississauga, ON
- $96,000 to $120,000 CAD / year
- Full-time
…periodic forecasting process and strategic business decisions by senior management, and use analytics to identify trends and variances to provide proactive…
Added 1 hour ago
T
Financial Crimes Risk Management Associate
TD
Toronto, ON
- Full-time
Receive feedback and mentorship from senior management. You’ll connect with senior management and gain valuable experience from experts at the top of their game who can help you develop…
Added 1 hour ago
Customs Operations Specialist
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
Reporting to the Customs Compliance & Operations Senior Manager, the Classification Specialist plays a key role within the Customs team. This position supports the implementation,…
Added 1 hour ago
C
Senior Manager, Product Positioning
CIBC
Toronto, ON
- Full-time
Present positioning strategies and key findings to senior leadership and other stakeholders, supporting business development and strategic initiatives. Ensure all positioning activities…
Added 1 hour ago
C
Manager, Product Positioning, Mutual Funds
CIBC
Toronto, ON
- Full-time
Present positioning strategies and key findings to senior leadership and other stakeholders, supporting business development and strategic initiatives. Ensure all positioning activities…
Added 1 hour ago
BF
Senior Manager, Digital and Customer Applications
BC Ferries
BC · British Columbia, Canada
- Full-time
As Senior Manager, Digital and Customer Applications, you'll lead the teams and technology behind these experiences, ensuring our customer-facing applications are reliable, secure, and…
Added 1 hour ago
WC
Senior Manager, Program Management
Walmart Canada
Mississauga, ON
- Full-time
A key responsibility is driving cross-functional accountability for identified opportunities. The Senior Manager will work with Operations, Product, Technology, eComm, Supply Chain, and…
Added 1 hour ago
M
RQ11825 - Software Developer - Senior
Maarut
Toronto, ON
- Contract
Experience reviewing, analyzing, and modifying product
Added 2 hours ago
WT
Senior Manager, Advice Innovation & Experience (16-month Fixed Term Contract)
Wealthsimple Technologies
Remote, Canada
- $156,000 to $195,000 CAD / year
- Full-time
- Remote
…segment. This role lives at the intersection of sales, service, product innovation, and commercial execution, and it exists to answer one question: what does a truly differentiated,…
Added 2 hours ago
A
Business Development Representative
Alphabyte
Canada
- Full-time
Our clients are senior technical and operations leaders in construction, logistics, regulated industries and the public sector across Canada and the US. Our sales team is nimble, hands-on…
Added 2 hours ago
C
Senior Manager, Product Positioning
CIBC
Toronto, ON
- Full-time
Present positioning strategies and key findings to senior leadership and other stakeholders, supporting business development and strategic initiatives. Ensure all positioning activities…
Added 2 hours ago
R
Senior Manager, Fraud Strategy, New Initiatives
Remitly
Burnaby, BC
- Full-time
The Senior Manager, Fraud Strategy, New Initiatives will be part of Remitly's Identity & Trust organization, reporting to the Director, Fraud Strategy. You will lead a team of technical…
Added 2 hours ago
A
Product Designer
Achievers
Toronto, ON
- Full-time
As a Product Designer in our Member Experience domain, you will be the full-time designer for our Campaigns and Recognition teams, working alongside the Product Managers and engineers on…
Added 2 hours ago
L
Tech Vendor Management Manager
lululemon
Vancouver, BC
- Full-time
Reporting to the Senior Director, Procurement, the Manager, Technology Vendor Management partners with business and technology stakeholders to ensure strategic suppliers deliver strong…
Added 2 hours ago
O
National Accounts Director
OPENLANE
Brampton, ON
- $100,000 to $125,000 CAD / year
- Full-time
A National Account Director who will serve as the primary account relationship manager for commercial sellers. The core focus of this role is (1) to retain our high-value client base to…
Added 2 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Title: Financial Manager - PLM (Product Line Mgmt)

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

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Job details

Experience: Have 8+ years of progressive leadership experience in contact center operations, customer experience transformation, operational enablement, or service technology environments.
Posting language: English
Posted: Oct 27, 2026

Original job description

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs
Paid vacation, personal, and sick days for work-life balance
Competitive compensation and benefits packages
Work-life balance in a hybrid environment with at least 3 days in office
Career growth and development opportunities
Opportunities to contribute to community causes
Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Director, Client Enablement. Could It Be You?

The Director, Client Enablement leads the strategic transformation of the contact center's support ecosystem, uniting five key functions - AI Service, Workforce Management (WFM), Training & Quality, Data & Reporting, and Operational Excellence - under a cohesive, technology-driven operating model. Accountable for translating the transformation agenda into measurable operational outcomes, this role establishes the multi-year capability roadmap and partners with technology groups to integrate automation, self-service, and analytics across all channels. As a senior change leader, the Director coaches and develops people leaders, fosters a continuous improvement culture, and ensures service delivery balances high-quality client experience, efficiency, and strict regulatory compliance.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

Partnering with the Managing Director, CSS Transformation and Operations to establish the vision and multi-year strategic roadmap for client enablement, challenging legacy practices and introducing disciplined, scalable service delivery models.
Directing the design, implementation, and expansion of enterprise AI-enabled service capabilities (virtual assistants, agent assist, intelligent self-service, and process automation) to systematically lower client effort, optimize handle times, and elevate containment.
Architecting and governing an integrated operating framework across WFM, Training & Quality, Data & Reporting, Operational Excellence, and AI Service to eliminate organizational silos, align capacity planning with automation impacts, and streamline handoffs.
Collaborating with Questrade Technology Group (QTG) and external technology partners to prioritize and govern the contact center product and automation pipeline, ensuring technical viability, solid business cases, and compliance with financial services regulatory and privacy standards.
Championing the lean process improvement standards across client contact channels, establishing mechanisms to identify automation opportunities, eliminate workflow waste, and sustainably maintain performance gains.
Directing the data and reporting architecture to ensure reliable operational intelligence, standardizing performance analytics and KPI frameworks across human and automated channels to inform executive decision-making.
Leading, coaching, and developing a high-performing bench of senior managers and functional leaders across five disciplines, cultivating a culture of curiosity, first-principles thinking, accountability, and high-impact talent growth.
Overseeing departmental resource allocation, budgets, and business case evaluations, serving as a trusted advisor to senior leadership on service innovation and operational efficiency.

So are YOU our next Director, Client Enablement? You are if you…

Have a Bachelor's degree in Business, Operations, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
Have 8+ years of progressive leadership experience in contact center operations, customer experience transformation, operational enablement, or service technology environments.
Have a proven track record of managing and developing people leaders (manager of managers) across multi-disciplinary operational or technical teams.
Have a demonstrated success in delivering large-scale operational or technological transformations that yielded measurable improvements in client experience, cost to serve, or efficiency.
Have demonstrated expertise in deploying and scaling operational technology solutions, including conversational AI, workforce management platforms, or automated workflows.

Additional kudos if you…

Have a Master's degree in Business Administration (MBA) or relevant graduate degree.
Relevant industry certifications (e.g., Lean Six Sigma Black Belt, PMP, Prosci Change Management, or COPC).
Have experience within a regulated financial services, banking, fintech, or securities brokerage environment.
Have In-depth familiarity with low-code/no-code process automation platforms, modern enterprise analytics architectures, and contact center AI platforms

Sounds like you? Click below to apply!

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence - not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

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More about this job

Responsibilities

The Director leads the strategic transformation of the contact center by integrating AI, workforce management, and operational excellence into a cohesive model. They are responsible for developing a multi-year capability roadmap and coaching senior leaders to drive high-impact operational outcomes.

Requirements

Candidates must have at least 8 years of progressive leadership experience in contact center operations or customer experience transformation. A bachelor's degree in a relevant field is required, along with a proven track record of managing multi-disciplinary teams and delivering large-scale technological transformations.

Skills

Contact center operations
Strategic transformation
AI service
Workforce management
Change leadership
Operational excellence
Data analytics
Process automation
Team leadership
Financial services
Performance management
Business case development
Stakeholder management
Lean process improvement
Regulatory compliance

Benefits

Health and wellbeing resources
Paid vacation
Personal days
Sick days
Competitive compensation
Benefits packages
Career growth and development opportunities

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
AI-driven innovation
Workforce Management
Lean Six Sigma
PMP
Prosci
COPC
Fintech
Conversational AI
Automation
Operational Intelligence
KPI Frameworks
Business Case Evaluation
Change Management
Customer Experience
Financial Services
Data Architecture
Process Improvement
Strategic Roadmap
Service Delivery

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