{"id":3349376,"url":"https://alion.io/job/questrade-senior-manager-data-science-service-intelligence","title":"Senior Manager, Data Science & Service Intelligence","company":{"id":58127,"name":"Questrade","domain":"questrade.com","url":"https://alion.io/company/questrade","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":95,"open_postings":9,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["North York, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":140000,"currency":"CAD","period":"year","gross":null,"usd_annual":99729},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"dbt","optional":false},{"name":"Google BigQuery","optional":false},{"name":"LLM","optional":false},{"name":"Power BI","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-27T04:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-04T03:07:24Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"What’s in it for you as an employee of QFG?\nHealth & wellbeing resources and programs \nPaid vacation, personal, and sick days for work-life balance\nCompetitive compensation and benefits packages\nWork-life balance in a hybrid environment with at least 3 days in office\nCareer growth and development opportunities\nOpportunities to contribute to community causes\nWork with diverse team members in an inclusive and collaborative environment\nThis job posting is for an existing vacancy. \nWe’re looking for our next Senior Manager, Data Science & Service Intelligence. Could It Be You?\nThe Sr. Manager, Data Science & Service Intelligence is accountable for rebuilding how Sales & Service leverages data, predictive models, and conversational AI to drive operational decisions. Operating as a hands-on player-coach, this role leads the transformation of reporting into predictive service intelligence, establishing governed metrics in BigQuery and Power BI while connecting telephony, CRM, and cloud warehouse ecosystems. The role partners cross-functionally with Workforce Management, Product, Technology, and operational leadership to isolate root causes of friction and measurably elevate client experience across channels\nNeed more details? Keep reading…\nIn this role, responsibilities include but are not limited to: \nEstablishing and owning the metric framework for Sales & Service as a single source of truth, building governed data models in Google BigQuery and self-serve Power BI dashboards while retiring redundant legacy reporting and enforcing data quality and lineage standards.\nArchitecting and maintaining reliable data pipelines and API integrations across Genesys Cloud, Salesforce, Google BigQuery, and internal platforms, breaking down operational silos in collaboration with central Data and Technology teams.\nPersonally developing predictive models, statistical forecasts (e.g., volume, handle time, attrition risk), and controlled experimentation pilots using Python and advanced SQL, providing the analytical modeling engine for Workforce Management and operational planning.\nOwning the end-to-end measurement framework for conversational AI across voice and chat (containment, resolution accuracy, escalation behavior, unit cost), analyzing conversation transcripts at scale to uncover failure points and steer model improvements with automation teams.\nInterrogating contact patterns, escalation trends, and client feedback to quantify root causes of friction in volume and cost, delivering prioritized, evidence-backed business cases to Product and Technology to permanently eliminate recurring issues.\nFormulating and tracking outcome-focused KPIs (centering on First Contact Resolution) for specialist pods, equipping frontline leaders with diagnostic coaching insights that measurably enhance operational performance and client experience.\n Directing, mentoring, and elevating a team of analysts through disciplined technical standards and modern development workflows (including prompt engineering and LLM-assisted workflows), driving organizational scale through automation and technology rather than headcount.\nPartnering across Sales & Service, Operations, Product, Technology, and external vendors, translating complex data findings into actionable executive narratives, trade-off evaluations, and strategic business decisions.\nSo are YOU our next Senior Manager, Data Science & Service Intelligence? You are if you…\nHave a Bachelor's degree in a quantitative or technical field (Statistics, Mathematics, Computer Science, Engineering, Economics, or related discipline), or equivalent practical experience.\nHave 5+ years of experience in analytics, data science, or a related quantitative technical field, including at least 2 years directly leading, mentoring, or guiding the technical work of analysts.\nHave advanced SQL proficiency querying cloud data warehouses (e.g., Google BigQuery) and working proficiency in Python or R for statistical analysis and predictive modeling.\nHave hands-on experience integrating multi-source operational data (telephony, CRM, data warehouses), creating data pipelines/APIs, and developing enterprise-grade business intelligence reporting (e.g., Power BI).\nHave a demonstrated track record taking a predictive model, statistical forecast, or experiment from initial concept to active business implementation that directly influenced operational decisions.\nAdditional kudos if you…\nHave applied experience measuring, tuning, or evaluating conversational AI / virtual agent systems across chat and voice channels.\nHave prior domain experience in contact centers, operations, or a regulated financial services/brokerage environment.\nHave hands-on familiarity with Genesys Cloud and Salesforce operational data models.\nHave experience with analytics engineering practices and tooling (e.g., dbt, data transformation modeling, orchestration)\nCompensation Information:\nBase salary range: $120,000 - $140,000\nThe final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.\nSounds like you? Click below to apply!\n#LI-Hybrid\n#LI-DB1","description_format":"text","description_chars":5278,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Banks & Neobanks","Mortgage Lending & Brokers","Investing Apps & Robo-Advisors","Online Brokerage & Trading Platforms"],"lifecycle":[{"event":"open","at":"2026-10-27T18:10:29Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":64,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":99729,"is_top_pay":false},"html_url":"https://alion.io/job/questrade-senior-manager-data-science-service-intelligence","json_url":"https://alion.io/job/questrade-senior-manager-data-science-service-intelligence.json","meta":{"generated_at":"2026-11-04T05:12:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8096,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58127},"rest":"https://alion.io/mcp/rest/get_company?id=58127"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fquestrade-senior-manager-data-science-service-intelligence"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fquestrade-senior-manager-data-science-service-intelligence"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fquestrade-senior-manager-data-science-service-intelligence"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/questrade-senior-manager-data-science-service-intelligence\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fquestrade-senior-manager-data-science-service-intelligence"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3349376}},{"tool":"search_jobs","arguments":{"company":"questrade.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3349376},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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