VP of Operations

Neo Financial•Toronto, ON

53d•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 The Role As the VP of Operations, you are directly responsible for Neo’s mission to become the most reliable and trustworthy financial institution in Canada. This is a high-stakes, executive-level role focused on the strategic precision and operational excellence required to scale a world-class financial platform. You aren't just managing a department; you are the primary architect of an integrated customer operations engine. Reporting directly to the Chief Customer Officer, you will serve as the authority on service delivery, Lifecycle integration, and the cross-functional transformation of Neo’s people, processes, and tools. This role is designed for a technical, systems-thinking leader who thrives in the "engine room" of operational strategy and financial accountability.

Requirements

The Quantitative Operator: You have scaled operations from early-stage to high-volume environments. You don't just "oversee" metrics; you live in the data and understand exactly how unit economics shift as a company moves from thousands to millions of customers.
The Architect of Efficiency: You have a sophisticated understanding of ROI governance. You can distinguish between "busy work" and true operational lift, ensuring no resources are wasted on inefficient or unnecessary processes.
Analytical Rigor: You are deeply comfortable with complex data sets, financial modeling, and leveraging AI to accelerate output. You view the operational funnel as a series of interconnected systems to be orchestrated together.
Strategic GTM Intuition: You have a proven track record of "cracking the code" on complex operational challenges, whether entering new product categories or implementing new service technologies.
High-Stakes Communication: You can translate board-level objectives into a clear operational plan and communicate concise narratives to diverse audiences, from frontline agents to the C-Suite.
Experimental Velocity: You have a track record of building "testing machines" within operations, establishing the frameworks and tooling to manage multiple transformation projects in parallel.

Responsibilities

Operations Strategy & Service Delivery: Own the end-to-end operating model for Customer Support, Fraud Operations & Strategy, and Back Office Operations. You will set the standard for service quality while leading team leaders to execute with clinical precision.
P&L & Unit Economic Stewardship: Act as the bridge between Customer Operations and Finance. You are responsible for cost-to-serve and customer outcomes, designing a model that scales 10x without a proportional increase in cost, balancing best-in-class efficiency with a rising standard of customer quality.
Customer Lifecycle Integration: Ensure our Operations teams are not a silo but a core part of the Customer Lifecycle framework. You will orient every touchpoint to advance a "win-win" relationship, leaving customers better informed and more confident, rather than merely "unblocked".
Operations Program Ownership: Serve as the business owner for the cross-functional workstream transforming Neo's operations infrastructure. You will partner with Product, Engineering, AI, and Data Science to steer the roadmap for next-generation operational tools.
Platform Design & AI Orchestration: In partnership with technical teams, shape the strategic investment in AI-assisted infrastructure. You will evaluate build-vs-buy decisions and hold the organization accountable for realizing efficiency gains while delivering world-class customer outcomes.
Proactive Friction Reduction: Champion the voice of the customer to get "upstream" of support issues. You will ensure Neo anticipates customer needs, bridging the gap between high-efficiency resolution and a premium brand experience.