Lead/Principal Product Manager, Support

About 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 - from quarterly initiative scoping to long-term vision - and deliver measurable outcomes without hand-holding. 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 own the tools, flows, and systems that determine whether a customer in a stressful moment gets resolved in two minutes or bounced around for twenty. That's a product problem, and you'll treat it like one. You'll lead a tight-knit squad of designers and engineers, define and defend a quarterly roadmap to an engaged but demanding stakeholder, and obsess over the metrics that actually matter: handle time, resolution rates, containment, interaction volume, and CSAT. You'll have a strong point of view on where AI and tooling automation fit - and you'll know the difference between deflection that improves customer experience and deflection that just offloads frustration somewhere else. The two don't always point the same direction, and navigating that tension is a core part of the job. You'll report to the Head of Product Management of Operations and work closely with operations, CX, and the agents on the floor who give you the sharpest signal on what's broken.

Responsibilities

• Own the support product roadmap. Propose, scope, and defend quarterly initiatives independently. You'll bring the agenda, not receive it - and you'll do it analytically, with metrics laddered to business outcomes.
• Drive operational efficiency through product. You'll work on the tools and flows that determine handle time, first-contact resolution, agent occupancy, and automation rates. Small improvements compound - you'll know exactly what a minute of AHT or a point of containment is worth.
• Build and scale support tooling. You'll own vendor relationships and custom tooling decisions internally, define what good looks like, and make intelligent decisions about what to consolidate, extend, or replace. You'll evaluate AI and LLM-powered tooling with genuine technical fluency - not hype.
• Lead with data. You'll track support performance at a granular level - by contact reason, channel, disposition, agent tier, and resolution quality - and use that breakdown to identify the highest-leverage moves. You won't optimize blended averages; you'll find what's hiding inside them.
• Translate operational insight into product decisions. When customers are calling in because the in-app experience is broken, you'll push the fix upstream - into the product that created the contact, not just the support workflow that handles it.
• Build the best support experience in Canada. Neo's support product should be a competitive advantage, not table stakes. You'll set the bar - for resolution quality, experience design, and what customers feel after every interaction.
• Develop and defend a long-term support vision. Beyond quarterly delivery, you'll think about where AI, automation, and tooling are heading - and position Neo's support stack to lead, not catch up.
• 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. We're hiring for a role with real autonomy - the experience should reflect that.
• You partner with executive teams. You'll work directly with a VP and executive team who care deeply about outcomes but won't be in the weeds. You should be energized by that partnership - driving the cadence, owning the framing, and landing your roadmap with confidence.
• You have a real AI point of view. AI is reshaping support tech right now. You understand the state of LLM-powered CX tooling - what it can and can't do - and you have a considered perspective on how to implement it without trading

Benefits

Additional Information

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

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