Lead/Principal Product Manager, Support

Neo Financial•Calgary, AB

4d•Onsite

About The Position

Neo is a rapidly scaling tech startup on a mission to build a more rewarding financial future for all Canadians. We are one of the fastest-growing fintech companies in Canada, recognized for our innovation and customer-centric approach. We are seeking a Lead Product Manager to own our Support product. This is a high-autonomy, high-accountability role focused on defining and executing the support product roadmap, from quarterly initiatives to long-term vision. The Support product at Neo is viewed as a critical surface that directly impacts customer perception and experience, not merely a cost center. You will be responsible for the tools, flows, and systems that ensure efficient and positive customer issue resolution. You will lead a dedicated squad of designers and engineers, manage stakeholder relationships, and focus on key metrics such as handle time, resolution rates, containment, interaction volume, and CSAT. A strong understanding of AI and tooling automation's role in customer experience is essential, with a focus on genuine improvement rather than mere deflection. You will report to the Head of Product Management of Operations and collaborate closely with operations, CX, and frontline agents to gather insights and drive product decisions.

Requirements

4–7+ years of hands-on PM experience at tech or tech-forward companies.
At least some time in a Lead or senior individual contributor capacity.
Proven ability to map micro-metrics to macro business outcomes (e.g., containment rate to cost per contact, NPS, margin).
Understanding of analytical models and ability to interpret them.
Experience partnering with executive teams, driving cadence, owning framing, and landing roadmaps with confidence.
A considered perspective on implementing AI/LLM-powered CX tooling, understanding its capabilities and limitations.
Fluency in support operations and domain, including handle time, agent occupancy, first-contact resolution, re-contact rates, CSAT, and containment.
Ability to think in systems and trace customer contacts to root causes.
Strong communication skills, including clear narratives, defensible roadmaps, and effective presentations.
Thrive with autonomy and generate direction.
High standards and low ego, with a willingness to listen, learn, and lift others.

Nice To Haves

Direct experience with Help Desk stacks and the product decisions that sit on top of them.

Responsibilities

Own the support product roadmap, independently proposing, scoping, and defending quarterly initiatives with a data-driven approach tied to business outcomes.
Drive operational efficiency through product enhancements that impact handle time, first-contact resolution, agent occupancy, and automation rates.
Build and scale support tooling, managing vendor relationships and internal tooling decisions, and evaluating AI/LLM-powered tools with technical fluency.
Lead with data by tracking support performance at a granular level to identify high-leverage improvements.
Translate operational insights into product decisions, pushing fixes upstream to the originating product when necessary.
Build the best support experience in Canada, making it a competitive advantage.
Develop and defend a long-term support vision, considering the future of AI, automation, and tooling.