Join us to build a more rewarding financial future for all Canadians At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. * #1 on Deloitte’s Technology Fast 50 for 2023, 2024, and 2025 — the first company ever to achieve a three-peat at the top! * #1 Fastest Growing Company in Canada for 2024 by Globe & Mail * Top-ranked mobile apps and credit cards * Team of 500+ people * 1M+ customers * 10K+ retail partners THE ROLE We're hiring a Lead Product Manager to own our Support product. This is a high-autonomy, high-accountability role with a clear mandate: fully own the support product roadmap — from quarterly initiative scoping to long-term vision — and deliver measurable outcomes without hand-holding. Support at Neo isn't a cost centre to be managed down. It's a product surface that directly shapes how millions of Canadians feel about their financial institution. You'll own the tools, flows, and systems that determine whether a customer in a stressful moment gets resolved in two minutes or bounced around for twenty. That's a product problem, and you'll treat it like one. You'll lead a tight-knit squad of designers and engineers, define and defend a quarterly roadmap to an engaged but demanding stakeholder, and obsess over the metrics that actually matter: handle time, resolution rates, containment, interaction volume, and CSAT. You'll have a strong point of view on where AI and tooling automation fit — and you'll know the difference between deflection that improves customer experience and deflection that just offloads frustration somewhere else. The two don't always point the same direction, and navigating that tension is a core part of the job. You'll report to the Head of Product Management of Operations and work closely with operations, CX, and the agents on the floor who give you the sharpest signal on what's broken. WHAT YOU'LL BE DOING * Own the support product roadmap. Propose, scope, and defend quarterly initiatives independently. You'll bring the agenda, not receive it — and you'll do it analytically, with metrics laddered to business outcomes. * Drive operational efficiency through product. You'll work on the tools and flows that determine handle time, first-contact resolution, agent occupancy, and automation rates. Small improvements compound — you'll know exactly what a minute of AHT or a point of containment is worth. * Build and scale support tooling. You'll own vendor relationships and custom tooling decisions internally, define what good looks like, and make intelligent decisions about what to consolidate, extend, or replace. You'll evaluate AI and LLM-powered tooling with genuine technical fluency — not hype. * Lead with data. You'll track support performance at a granular level — by contact reason, channel, disposition, agent tier, and resolution quality — and use that breakdown to identify the highest-leverage moves. You won't optimize blended averages; you'll find what's hiding inside them. * Translate operational insight into product decisions. When customers are calling in because the in-app experience is broken, you'll push the fix upstream — into the product that created the contact, not just the support workflow that handles it. * Build the best support experience in Canada. Neo's support product should be a competitive advantage, not table stakes. You'll set the bar — for resolution quality, experience design, and what customers feel after every interaction. * Develop and defend a long-term support vision. Beyond quarterly delivery, you'll think about where AI, automation, and tooling are heading — and position Neo's support stack to lead, not catch up. WHO WE'RE LOOKING FOR * 4–7+ years of hands-on PM experience at tech or tech-forward companies, with at least some time in a Lead or senior individual contributor capacity. We're hiring for a role with real autonomy — the experience should reflect that. * You're a metric laddering practitioner. Not just "data-driven" — you can map how moving a micro-metric (containment rate on a specific contact reason) flows up to a macro business outcome (cost per contact, NPS, margin). You understand analytical models and can interpret them; you don't need to build them yourself. * You partner with executive teams. You'll work directly with a VP and executive team who care deeply about outcomes but won't be in the weeds. You should be energized by that partnership — driving the cadence, owning the framing, and landing your roadmap with confidence. * You have a real AI point of view. AI is reshaping support tech right now. You understand the state of LLM-powered CX tooling — what it can and can't do — and you have a considered perspective on how to implement it without trading short-term deflection for long-term satisfaction erosion. * You're fluent in support operations and domain. You understand handle time, agent occupancy, first-contact resolution, re-contact rates, CSAT, and containment — not as buzzwords, but as levers you've actually pulled. Direct experience with Help Desk stacks and the product decisions that sit on top of them is a strong plus and shortens ramp time significantly. * You think in systems. You can trace a customer contact back to its root cause, and you're as comfortable proposing a product fix to the originating team as you are optimizing the support workflow that handles the symptom. * You communicate like a pro. Clear narratives, defensible roadmaps, and presentations that land with both frontline operators and exec stakeholders. * You thrive with autonomy. You don't wait for direction — you generate it, pressure-test it, and execute it. * You lead with humility. High standards, low ego. You listen, learn, and lift others as you go. 🚀 TOTAL REWARDS As Neo continues to grow, we’re committed to offering a competitive, market-leading rewards program that reflects the impact our team members make. In addition to salary, our program includes equity — empowering employees to share directly in our momentum today and in the meaningful value we create for years to come. * Salary: We provide a strong base salary aligned with market ranges, along with the flexibility to tailor your mix of cash and equity to match your longer term goals. Final compensation is based on your skills, experience, and scope. For exceptional talent, we’re prepared to go above and beyond. * Equity Ownership (Where Eligible): At Neo, you don’t just work here, you own a piece of what we’re building. As a full-time team member, you share directly in the upside of one of Canada’s fastest-growing companies. When we win, you win — with real ownership and meaningful long-term wealth-building potential tied to our success.   WHAT DOES LIFE AS AN OWNER AT NEO INCLUDE? 🇨🇦 You will redefine the financial landscape with top talent in Canada to help everyday Canadians win, and grow quickly while doing it 📈 For eligible roles, ownership structure that enables you to share in our path to victory 🏅Earn BIG with our short term incentive plans (STIP) 👥 Collaborating with the brightest minds to build something meaningful, united by a shared commitment to innovation, curiosity, and excellence ❤️‍🩹 Flexible health benefits & life insurance 🌴 21 Days PTO + stat holidays, and personal leave 💪 Health & personal spending accounts 🤑 A wide variety of discounts through our partner network 🏠 Access to early use of products and discounts on fixed-term Neo mortgages 👶 Parental top-up & equity vesting during long term leave 🎉 Neo night events 🧠 Company wide huddles, and education WORKING AT NEO: The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers. Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey. If this resonates with you, keep reading. We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. As we continue to scale and evolve, we’re looking for builders, innovators, and problem solvers who thrive on challenge–people who would rather blaze a trail through uncertainty than follow a well-paved path. At Neo, ownership is part of how we think and operate. For select roles, equity participation reinforces that mindset by giving employees a direct stake in the company’s long-term success. Regardless of role, every team member is expected to think like an owner and make decisions that move the business forward. APPLY WITH US: We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check. By continuing with your application, you agree to the Candidate Privacy Notice, which guides how we process your personal information for the purpose of your application. Neo Financial leverages artificial intelligence (AI) to reinforce our candidate evaluation process, including the initial assessment of applications and screening of candidates. These tools support our recruitment team; however, all final hiring decisions are made by humans and are not based exclusively on automated processing. If you require further information regarding our data processing practices, please contact us. We are hiring for an open, vacant position.