🛠 Tech Stack

💼 About This Role

You'll own the end-to-end operating model for Customer Support, Fraud Operations, and Back Office at a top-ranked fintech scaling rapidly. You are the primary architect of integrated customer operations, balancing cost-to-serve with premium customer quality. Reporting to the CCO, you'll drive AI-assisted infrastructure and cross-functional transformation.

🎯 What You'll Do

• Own end-to-end operating model for Customer Support, Fraud Operations, and Back Office.
• Steward P&L and unit economics, designing a scalable cost-to-serve model.
• Integrate operations into Customer Lifecycle framework for win-win outcomes.
• Partner with Product and Engineering to steer next-gen operational tools roadmap.
• Champion voice of customer to proactively reduce support friction.

📋 Requirements

• 10+ years scaling operations from early-stage to high-volume environments.
• Deep data fluency and understanding of unit economics in financial services.
• Proven track record of leading cross-functional transformation and AI adoption.
• Executive-level communication skills to translate board objectives into operational plans.

✨ Nice to Have

• Experience with fraud operations or back office in fintech.
• Background in process automation and AI orchestration.
• Familiarity with Canadian financial regulations.

🎁 Benefits & Perks

• 💰 Competitive base salary with flexible cash/equity mix.
• 📈 Equity ownership in one of Canada's fastest-growing companies.
• 🏢 Regular in-office presence at Calgary or Winnipeg hub.
• ✈️ Occasional travel between hubs.