Senior Manager, Customer Experience

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

As the Senior Manager, Customer Experience, you will completely own the execution of CX operations and strategic initiatives across your designated division—including our Customer Success, Banking Operations, and Knowledge Management teams. This is an outcome-driven leadership role. While our team managers execute, you will be entirely accountable for the results, performance metrics, and cost-to-serve outcomes of the floor.

You are a strategic operator who excels at building robust operational playbooks, streamlining process efficiencies, and ensuring our systems run seamlessly at hyper-growth velocity.

What You’ll Achieve

Operational Excellence & Ownership

• Run the System: Manage day-to-day operations across all managed units, maintaining deep visibility over real-time performance data to isolate trends, mitigate risks, and deploy proactive countermeasures before issues compound.

• Cost-to-Serve (CTS) Optimization: Directly impacts the bottom line by driving efficiency initiatives across handle times, repeat contact reduction, and channel optimization.

• Strategic Program Execution: Act as the Directly Responsible Individual (DRI) for major quarterly initiatives, including Product Release Readiness, AI/automation rollouts, and efficiency campaigns.

• Incident & Crisis Safeguarding: Ensure your team managers are highly equipped to respond to live system incidents, handle immediate customer communications, and lead post-incident reviews to prevent recurrence.

Strategy, AI, & Process Design

• 0-to-1 Process Architecture: Own the structural design for key customer journeys, escalation pathways, and Standard Operating Procedures (SOPs) in tandem with our Operations Design team.

• AI Tooling Adoption: Champion the adoption and refinement of AI-powered internal tools (like Co-Pilot), systematically removing cross-functional friction to drive tool accuracy quarter-over-quarter.

• Broken Experience Resolution: Act as a data-backed, credible voice in cross-functional forums to diagnose, flag, and systematically resolve structural customer friction.

What You’ll Bring

• Proven Leadership: 5 to 8+ years of progressive leadership experience in high-volume customer operations, tech scale-ups, or heavily regulated operational environments (e.g., Fintech, Banking, or massive e-commerce operations).

• Analytical Rigor: A data-driven mindset with experience building and owning level-2 dashboard insight packages for executive review. You never look at data passively; you use it to drive immediate business cases.

• Startup Mindset: Exceptional comfort navigating severe ambiguity, moving targets, and highly compressed timelines. You thrive under intense performance demands and can shift gears in hours, not weeks.

• Technical Familiarity: High comfort working alongside product, tech, and automated workforce management frameworks. Experience with Snowflake, AWS, or modern AI customer service tooling is a massive asset.

• Executive Presence: Outstanding cross-functional influence with the ability to hold your ground, challenge assumptions, and gain alignment with product teams, compliance officers, and executive founders.

Total Rewards Overview

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.