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About the role
- Operations Manager enhancing operational processes and systems for Big Viking Games, a Canadian gaming company. Focused on improving workflows and implementing AI in daily operations.
Responsibilities
- Own and improve internal operating processes across the company.
- Help create structure, visibility, and accountability around cross-functional work.
- Support leadership with operational reporting, meeting follow-ups, task tracking, and execution rhythms.
- Build and maintain SOPs, runbooks, workflows, and internal knowledge bases.
- Identify operational bottlenecks and create practical solutions that improve speed, clarity, and consistency.
- Coordinate cross-functional initiatives across leadership, product, engineering, HR, finance, support, and live operations.
- Support department managers and work with SLT across the company in planning, internal communications, leadership meeting preparation, and follow-through on key decisions.
- Help ensure important commitments, deadlines, and action items do not get dropped.
- Administer and improve key business systems, including CRMs, HRIS, CSM, JIRA, AI automations, project management, support, collaboration, documentation, and reporting tools.
- Support software/tech stack hygiene, process design, fields, workflows, dashboards, pipeline visibility, and user adoption.
- Help teams use tools properly so reporting is accurate and workflows are reliable.
- Manage user access, permissions, licenses, configuration, and tool usage across systems such as Google Workspace, Slack, Jira, Zendesk, CRM platforms, Notion, Airtable, Asana, or similar tools.
- Identify underused, redundant, or poorly configured tools and recommend improvements.
- Partner with teams to improve how work flows through systems, from intake to execution to reporting.
- Create lightweight dashboards, reports, and operational views that help leaders understand what is happening across the business.
- Improve data quality, process compliance, and system reliability across internal tools.
- Use AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve daily operations, documentation, reporting, research, and internal workflows.
- Identify opportunities to automate repetitive work across operations, HR, recruiting, finance, support, product, and leadership workflows.
- Build or coordinate lightweight automations using tools such as Zapier, Make, Google Apps Script, Airtable, Notion, or similar platforms.
- Create AI-assisted workflows for meeting summaries, action tracking, SOP creation, ticket triage, CRM updates, reporting, and internal communications.
- Help teams adopt practical AI workflows that improve productivity without creating unnecessary complexity.
- Maintain clear documentation for automated workflows, system processes, and recurring operating tasks.
- Continuously look for ways to reduce manual work, improve speed, and increase operational leverage.
- Manage relationships with external vendors, service providers, and software partners.
- Track renewals, contracts, costs, licenses, seat allocation, and vendor performance.
- Optimize software spend by identifying unused seats, duplicate tools, or inefficient subscriptions.
- Coordinate vendor transitions, onboarding, offboarding, procurement, and service reviews.
- Support leadership with vendor comparisons, cost analysis, and recommendations.
- Ensure business tools are being used effectively and that the company is getting value from its software stack.
- Support employee onboarding and offboarding across systems, tools, equipment, access, and documentation.
- Coordinate access setup, permission changes, license assignment, and account removal.
- Maintain hardware and device inventory, procurement records, and equipment lifecycle processes.
- Provide first-level internal support for common business systems, software access, account issues, and workflow questions.
- Coordinate light IT needs such as device setup, basic troubleshooting, office connectivity, and vendor escalation.
- Partner with external specialists when deeper technical support is required.
- Help keep the Toronto office operational, organized, and ready for employees, candidates, vendors, and visitors.
Requirements
- 4+ years of experience in operations, business operations, revenue operations, systems administration, workplace operations, project coordination, or a similar role.
- Experience working in a technology, gaming, SaaS, digital product, startup, or fast-moving business environment.
- Strong hands-on experience administering business systems such as CRM, Google Workspace, Slack, Jira, Zendesk, Airtable, Notion, Asana, or similar tools.
- Experience improving workflows, building SOPs, managing projects, and creating operational structure.
- Strong comfort with AI tools and a practical understanding of how they can improve productivity, documentation, reporting, and execution.
- Experience with CRM hygiene, process design, dashboarding, reporting, user adoption, or workflow configuration.
- Strong organizational skills and the ability to manage multiple priorities without losing follow-through.
- Clear communication skills with both technical and non-technical teams.
- Strong judgment, discretion, and comfort working with company-sensitive information.
- A hands-on ownership mindset and willingness to solve problems directly.
- Ability to work independently, identify gaps, and create structure without waiting for detailed instructions.
- Comfort with light technology coordination, access management, software setup, and vendor escalation.
- Ability to work from our Toronto office three days per week.
Benefits
- Group Retirement Savings Plan matching and participation.
- Comprehensive benefits package, including health, dental, and vision coverage.
- Health and Wellness spending account.
- Generous time off policies.
- Opportunity to help build the operating system of a live-service gaming company.
- Exposure to leadership, business operations, systems modernization, CRM, AI workflows, and cross-functional execution.
- A high-impact role with meaningful ownership over how the company operates day to day.
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