Neofinancial

Senior Manager, Customer Experience

Winnipeg, MB · Senior · Full-time

Sponsorship not specifiedDetected 9 days ago

SnowflakeAWSCustomer SuccessCustomer SupportLeadershipCommunication

About the role

This is an outcome-driven leadership role.
While our team managers execute, you will be entirely accountable for the results, performance metrics, and cost-to-serve outcomes of the floor.
As Neo continues to grow, we're committed to offering a competitive, market-leading rewards program that reflects the impact our team members make.

10K+ retail partners
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.
Own the structural design for key customer journeys, escalation pathways, and Standard Operating Procedures (SOPs) in tandem with our Operations Design team.
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.
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.
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.
Strategy, AI, & Process Design
When we win, you win - with real ownership and meaningful long-term wealth-building potential tied to our success.
👥 Collaborating with the brightest minds to build something meaningful, united by a shared commitment to innovation, curiosity, and excellence

Experience with Snowflake, AWS, or modern AI customer service tooling is a massive asset.

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.

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 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.
Equity Ownership (Where Eligible): At Neo, you don't just work here, you own a piece of what we're building.
❤️‍🩹 Flexible health benefits & life insurance
🌴 21 Days PTO + stat holidays, and personal leave
💪 Health & personal spending accounts

This listing is sourced directly from Neofinancial's careers page and normalized into a canonical job model.