VP of Operations

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.

What you’ll 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 "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.

Who we are Looking for

• 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.

Note on Location

This executive role is open to any of our hubs in Winnipeg, Calgary or Toronto, with a preference for Winnipeg or Calgary. The role requires a regular in-office presence to drive high-bandwidth collaboration with the executive team. Occasional travel between hubs is expected.

Working at Neo:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re 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 world-class 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. You’ll 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, we’re looking for builders, innovators, and problem solvers who thrive on challenge–people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo’s 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 you’ve heard that Neo employees work hard, it’s 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 company’s 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.