1M+ customers ~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. 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.

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

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.,



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. 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. 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 solid base salary aligned with market ranges, along with the flexibility to tailor your mix of cash and equity to match your longer term goals.

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.

You will redefine the financial landscape with top talent in Canada to help everyday Canadians win,



and grow quickly while doing it Earn BIG with our short term incentive plans (STIP) 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 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. We trust, respect, and support each other.

For select roles, equity participation reinforces that mindset by giving employees a direct stake in the company’s long-term success. 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; If you require further information regarding our data processing practices, please contact us.

📌 Senior Manager - Remote (Winnipeg)
🏢 Neo Financial
📍 Winnipeg