Lead/Principal Product Manager, Support
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Key skills for this role
About the Role
Neo Financial is hiring a Lead Product Manager to own the Support product roadmap. You will drive operational efficiency through tooling and automation, lead a squad of designers and engineers, and build the best support experience in Canada.
Key Skills for This Role
Responsibilities
- Own the support product roadmap – propose, scope, and defend quarterly initiatives independently
- Drive operational efficiency through product – optimize handle time, FCR, agent occupancy, and automation rates
- Build and scale support tooling – own vendor relationships and custom tooling decisions
- Lead with data – track support performance by contact reason, channel, disposition, agent tier, and resolution quality
- Translate operational insight into product decisions – push fixes upstream into the product that created the contact
- Build the best support experience in Canada – set the bar for resolution quality and experience design
- Develop and defend a long term support vision for AI, automation, and tooling
Requirements
- 4–7+ years of hands on PM experience at tech or tech forward companies, with at least some time in a Lead or senior IC capacity
- Metric laddering practitioner – ability to map micro metrics to macro business outcomes
- Experience partnering with executive teams and driving roadmap cadence
- Real AI point of view – understanding of LLM powered CX tooling and implementation trade offs
- Fluent in support operations domain (handle time, FCR, CSAT, containment, etc.)
- Systems thinking – ability to trace customer contact root causes and propose product fixes
- Clear communication and presentation skills
- Thrives with autonomy and generates direction
- Leads with humility – high standards, low ego
Full Job Posting
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.
What You'll Be Doing
- Own the support product roadmap. Propose, scope, and defend quarterly initiatives independently.
- Drive operational efficiency through product. Work on tools and flows that determine handle time, first contact resolution, agent occupancy, and automation rates.
- Build and scale support tooling. Own vendor relationships and custom tooling decisions internally.
- Lead with data. Track support performance at a granular level by contact reason, channel, disposition, agent tier, and resolution quality.
- Translate operational insight into product decisions. Push fixes upstream into the product that created the contact.
- Build the best support experience in Canada. Set the bar for resolution quality, experience design, and what customers feel after every interaction.
- Develop and defend a long term support vision. 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 and have a considered perspective on implementation.
- 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: As a full time team member, you share directly in the upside of one of Canada’s fastest growing companies.
- 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
Compensation Range
- CACAD 160K CACAD 200K
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