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Lead/Principal Product Manager, Support

Neo Financial
Toronto, CAN
Full Time
Lead
Hybrid
1 weeks ago
Product ManagementSupport OperationsAI/LLM ToolingData AnalysisMetric LadderingStakeholder Management
Free

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Product ManagementSupport OperationsAI/LLM Tooling
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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.

What You'll Be Doing

  • Own the support product roadmap. Propose, scope, and defend quarterly initiatives independently.
  • 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.
  • Build and scale support tooling. You'll own vendor relationships and custom tooling decisions internally.
  • Lead with data. You'll track support performance at a granular level — by contact reason, channel, disposition, agent tier, and resolution quality.
  • Translate operational insight into product decisions. When customers are calling in because the in app experience is broken, you'll push the fix upstream.
  • Build the best support experience in Canada. Neo's support product should be a competitive advantage.
  • Develop and defend a long term support vision. Beyond quarterly delivery, you'll think about where AI, automation, and tooling are heading.

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.
  • You're a metric laddering practitioner. Not just 'data driven' — you can map how moving a micro metric flows up to a macro business outcome.
  • You partner with executive teams. You'll work directly with a VP and executive team who care deeply about outcomes.
  • You have a real AI point of view. You understand the state of LLM powered CX tooling — what it can and can't do.
  • You're fluent in support operations and domain. You understand handle time, agent occupancy, first contact resolution, re contact rates, CSAT, and containment.
  • You think in systems. You can trace a customer contact back to its root cause.
  • 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.

Total Rewards

  • Salary: We provide a strong base salary aligned with market ranges, along with the flexibility to tailor your mix of cash and equity.
  • Equity Ownership (Where Eligible): At Neo, you don’t just work here, you own a piece of what we’re building.
  • 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

Working at Neo

  • The people who thrive at Neo are resourceful, growth oriented, and driven to win.
  • We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big.
  • We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices.
  • At Neo, ownership is part of how we think and operate.

Apply with us

  • We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive.
  • Successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.
  • Neo Financial leverages artificial intelligence (AI) to reinforce our candidate evaluation process.
  • Compensation Range: CACAD 160K CACAD 200K

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