Senior Manager, Customer Experience

Neo Financial•Winnipeg, MB

2d•Hybrid

About The Position

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 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.

Requirements

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).
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.
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.
High comfort working alongside product, tech, and automated workforce management frameworks.
Outstanding cross-functional influence with the ability to hold your ground, challenge assumptions, and gain alignment with product teams, compliance officers, and executive founders.

Nice To Haves

Experience with Snowflake, AWS, or modern AI customer service tooling is a massive asset.

Responsibilities

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.
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.

Benefits

equity — empowering employees to share directly in our momentum today and in the meaningful value we create for years to come.
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.
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.
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