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Wealthsimple, Canada's leading financial innovator serving 4+ million Canadians with $155B+ in assets under administration, is seeking a Lead, Workplace Operations to report to the Senior Manager, Real Estate Operations.
You will be the subject matter expert and operational lead for Wealthsimple's workplace programs—including food & beverage, office experience, facilities, and health & safety—across hubs in Canada and the US. This role combines strategic program leadership with hands-on operational ownership. You'll identify bottlenecks in current workflows and design scalable solutions, serve as the primary escalation point for site-level issues, and develop change management approaches for program rollouts. As the function scales, you may oversee a team.
Key responsibilities include:
**Program Leadership:** Own the annual workplace programming roadmap across all hubs, aligning to department goals. Identify and fix operational bottlenecks rather than applying temporary patches. Exercise judgment on escalated issues where no established playbook exists. Develop communication strategies for program rollouts.
**Operations Excellence & Health and Safety:** Deliver workplace services guided by "unreasonable hospitality"—removing friction and anticipating employee and visitor needs. Set service standards for facilities operations (response times, resolution targets, escalation paths). Own the maintenance lifecycle framework across locations, ensuring capital and reactive spend is planned. Govern minor works, moves, and refurbishments while maintaining consistency. Build and maintain a visible, proactive health & safety framework adapted to Ontario, other provincial, and US state-level regulatory requirements.
**Budget Ownership:** Own the operating budget across all hubs—setting annual envelopes, allocating across programs and sites, and holding accountability for variance. Set contract standards, SLA frameworks, and performance criteria for vendor management. Oversee spend forecasting, approval thresholds, and cost optimization.
**Data Insights:** Convert ticketing, utilization, and service data into program decisions. Feed occupancy signals to inform portfolio planning. Present findings to senior leadership in ways that drive action.
**Requirements:**
- 6–8+ years in Workplace Operations, Facility Management, or Property Management with real ownership of programs, budgets, and vendor relationships (not just delivery support)
- Existing network of contractors, electricians, and facilities vendors you can activate immediately
- Experience operating across multiple sites or regions with ability to maintain consistent standards while adapting to local context
- Experience negotiating vendor contracts and running RFP processes end-to-end
- Working knowledge of Ontario Health & Safety standards; familiarity with other Canadian provincial and US state-level requirements is a plus
- Comfort making decisions without a perfect playbook; ability to navigate ambiguity and move forward with available information
- Bias toward action—prefer fixing issues today over scheduling meetings next week
- Sharp data instincts; ability to build KPI frameworks and interpret what numbers actually tell
- Strong communication skills; ability to distill complex issues for senior leadership to act on quickly
- Instinct for hospitality; notice small details and proactively fix issues without being asked
