Senior Associate, Operations

Neo Financial; Calgary; On-site; CAD 50,000 - 65,000; Full time

Job summary

Neo Financial, a leading fintech company in Canada, is seeking a Senior Associate in Operations to improve customer experiences and eliminate friction across processes. This role involves deep analytical problem solving, collaborating with different teams, and utilizing data to propose actionable solutions, all within a fast-paced, high-pressure environment.

Qualifications

• 5+ years in a problem-solving analytical role, ideally within Operations, Customer Experience.
• Knowledge of SQL is an asset.
• Curiosity, initiative, and a bias toward impact.

Responsibilities

• Investigate the root causes of customer friction.
• Use quantitative analysis to explore data.
• Partner with various teams to align on action.

Skills

Analytical Problem Solving

Data Analysis

Stakeholder Engagement

Storytelling

Job description

Join to apply for the Senior Associate, Operations role at Neo Financial

Join to apply for the Senior Associate, Operations role at Neo Financial

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 expanding 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 Fastest Growing Company in Canada for 2024 by Globe & Mail
• Deloitte’s Fast 50 in Canada Winner for 2023 and 2024
• LinkedIn’s Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Team of 700+ people
• 1M+ customers
• 10K+ retail partners
  
  

The Role

We’re on a mission to transform the customer experience—not just by improving our support channels, but by fixing the root causes of friction across the entire customer journey. We’re looking for a strategic problem solver who can use data to help us get there.

As a Senior Associate, Operations embedded in our Operations team, you’ll go far beyond dashboards and reporting. You’ll dig deep into complex, often ambiguous problems to uncover what’s really driving customer pain points and business inefficiencies. Then, you’ll work with stakeholders across the company to shape strategies and solutions that make a measurable impact

What You'll Be Doing

• Investigate the root causes of customer friction, both within the support experience and in upstream processes across the business.
• Partner closely with operations, product, support, and CX leaders to frame the right questions, explore data, and align on action.
• Use a mix of quantitative analysis and qualitative understanding to tell the full story behind performance trends, customer behaviors, and support dynamics.
• Build models and frameworks that help us forecast, prioritize, and track the impact of customer experience improvements.
• Contribute to the design of initiatives that proactively reduce customer effort, not just react to issues as they arise.
• Elevate the team’s ability to use data in decision-making by sharing tools, templates, and clear communication.
  
  

Who We Are Looking For

• 5+ years in a problem-solving analytical role, ideally within Operations, Customer Experience, or a service-focused environment.
• Knowledge of SQL is an asset
• Proven ability to untangle messy data and business ambiguity—you don’t wait for clean specs; you help shape the problem.
• Strong storytelling and stakeholder engagement skills—you know how to communicate insights in a way that drives alignment and action.
• Curiosity, initiative, and a bias toward impact over analysis for its own sake.
  
  

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 do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive 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 continuous support. 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. As we evolve rapidly, we’re looking for change-makers 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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