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Lead/Principal Product Manager, Support
Full-time
Neo is hiring a Lead Product Manager to own its Support product. Support at Neo is a product surface that shapes how millions of Canadians feel about their financial institution. You will own the tools, flows, and systems that determine whether a customer gets resolved in two minutes or bounced around for twenty.
What You'll Be Doing
Own the support product roadmap, proposing, scoping, and defending quarterly initiatives independently.
Drive operational efficiency through product, working on tools and flows that determine handle time, first-contact resolution, and automation rates.
Build and scale support tooling, owning vendor relationships and evaluating AI and LLM-powered tooling with genuine technical fluency.
Lead with data, tracking support performance by contact reason, channel, disposition, and agent tier.
Develop and defend a long-term support vision around AI, automation, and tooling.
Who We're Looking For
4-7+ years of hands-on PM experience at tech or tech-forward companies, with time in a Lead or senior IC capacity.
A metric-laddering practitioner who maps micro-metrics to macro business outcomes.
A real AI point of view on LLM-powered CX tooling and how to implement it without eroding satisfaction.
Fluent in support operations: handle time, occupancy, first-contact resolution, re-contact rates, CSAT, and containment.
