Job Title

Join us to build a more rewarding financial future for all Canadians At Neo, were on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isnt for everyone. Its 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 Deloittes 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 Neos 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 worldclass 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 Neos people, processes, and tools. This role is designed for a technical, systemsthinking leader who thrives in the ''''engine room'''' of operational strategy and financial accountability. What Youll Be Doing 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 ''''winwin'''' 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 nextgeneration operational tools. Platform Design & AI Orchestration: In partnership with technical teams, shape the strategic investment in AIassisted infrastructure. You will evaluate buildvsbuy decisions and hold the organization accountable for realizing efficiency gains while delivering worldclass 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 highefficiency resolution and a premium brand experience. Who We Are Looking For The Quantitative Operator: You have scaled operations from earlystage to highvolume 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 CSuite. 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. Note on Location This executive role is open to Neo office locations in Calgary and Winnipeg . The role requires a regular inoffice presence to drive highbandwidth collaboration with the executive team. Occasional travel between hubs is expected. Total Rewards Overview Salary: 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, were prepared to go above and beyond. Equity Ownership: At Neo, you dont just work here, you own a piece of what were building. As a fulltime team member, you share directly in the upside of one of Canadas fastestgrowing companies. When we win, you win with real ownership and meaningful longterm wealthbuilding potential tied to our success. Short Term Incentive Plans (STIP): Our performancebased bonus program is tied directly to company KPIs. When we execute and deliver results, youre rewarded with payouts that scale based on both company performance and your individual impact. What does life as an Owner at Neo Include? You will redefine the financial landscape with top talent in Canada to help everyday Canadians win, and grow quickly while doing it 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 fixedterm Neo mortgages Parental topup & equity vesting during long term leave Neo night events Company wide huddles, and education Working At Neo The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because were on a mission that matters: to build a more rewarding financial future for all Canadians. 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 worldclass products to providing exceptional support at every step of their journey. If this resonates with you, keep reading. We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. Youll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. As we continue to scale and evolve, were looking for builders, innovators, and problem solvers who thrive on challengepeople who would rather blaze a trail through uncertainty than follow a wellpaved path. All team members have a stake in Neos success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do when Neo grows, we all grow. If youve heard that Neo employees work hard, its true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the companys success. Apply With Us We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. 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; however, all final hiring decisions are made by humans and are not based exclusively on automated processing. If you require further information regarding our data processing practices, please contact us. We are hiring for an open, vacant position. #J-18808-Ljbffr