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, with full ownership of the roadmap and measurable outcomes. The role involves driving operational efficiency through product, building and scaling support tooling, and developing a long-term support vision.
Key Skills for This Role
Responsibilities
- 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, evaluate AI and LLM powered tooling
- Lead with data – track support performance at 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 customer satisfaction
- Develop and defend a long term support vision – think about where AI, automation, and tooling are heading
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 individual contributor 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 its implementation
- Fluent in support operations and domain (handle time, first contact resolution, CSAT, containment, etc.)
- Systems thinking – ability to trace customer contact back to root cause and propose product fixes
- Clear communication skills for both frontline operators and exec stakeholders
- Thrives with autonomy – generates direction and executes without hand holding
- 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 and deliver measurable outcomes.
- 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 lead a tight knit squad of designers and engineers, define and defend a quarterly roadmap, and obsess over metrics that matter: handle time, resolution rates, containment, interaction volume, and CSAT.
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, evaluate AI and LLM powered tooling.
- Lead with data. Track support performance at a granular level and identify the highest leverage moves.
- 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 customer satisfaction.
- 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 – 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 and propose product fixes.
- 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): 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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