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.
About the role
- Agentic AI & Absence Automation Lead driving transformation in absence operations with AI and automation. Collaborating with leadership and teams to optimize workflows and enhance customer outcomes.
Responsibilities
- Analyze absence division workflows, processes and operational pain points to identify opportunities for agentic AI and intelligent automation.
- Design, build, deploy and optimize AI-powered bots and automated pipelines to reduce manual effort, improve accuracy and enhance customer and operational outcomes.
- Proactively monitor bot and automation performance, identify anomalies or failures, and implement corrective actions to maintain reliability and effectiveness
- Lead the development and implementation of scalable AI/ML solutions aligned with organizational priorities and compliance requirements.
- Evaluate emerging AI technologies, tools, and frameworks; recommend adoption strategies that strengthen operational capabilities and competitive advantage.
- Establish operational governance, monitoring standards, escalation protocols, and performance metrics for AI-enabled workflows.
- Maintain comprehensive documentation of bot architecture, logic, workflows, operational procedures, and support models to ensure continuity and supportability.
- Ensure all AI systems meet organizational standards for security, ethical AI practices, data governance, and operational integrity.
- Build, train, and lead a small team of absence operations subject matter experts (SMEs) who support the day-to-day functioning and optimization of AI bots and automated processes.
- Partner closely with product, engineering, operations, compliance, and executive leadership teams to identify and prioritize AI opportunities.
- Translate complex technical concepts into clear business insights and actionable recommendations for executive stakeholders, including the SVP of Absence.
- Lead AI initiatives from concept through deployment, change management, and operational adoption.
- Optimize models for scalability, accuracy, and efficiency.
- Implement appropriate controls, governance, and monitoring practices to support responsible and compliant AI usage.
- Maintain strict adherence to medical confidentiality and applicable data protection regulations (e.g., GDPR in Europe, PDPA in Singapore, PIPEDA in Canada)
Requirements
- 3+ years of experience in AI development, automation engineering, or a related technical field
- Proven experience building and deploying AI agents or automated bots in a business context
- Strong analytical skills with the ability to assess operational processes and identify automation opportunities
- Proficiency in at least one scripting or programming language
- Experience working with large language model (LLM) frameworks or agentic AI tooling
- Strong understanding of agentic AI frameworks, workflow orchestration, automation platforms, and large language model applications.
- Demonstrated ability to lead cross-functional teams and influence senior stakeholders.
- Strong problem-solving, and communication skills with the ability to present technical concepts to non-technical stakeholders
- Demonstrated ability to maintain strict confidentiality and handle sensitive information in compliance with applicable data protection and privacy laws across jurisdictions required.
- Bachelor's degree in Computer Science, Artificial Intelligence, Data Science, Engineering, Information Systems or related field preferred
- Experience in absence management, HR, or insurance operations, preferred
- Familiarity with absence management processes and systems, preferred
- Familiarity with workflow automation platforms, preferred
- Experience with HR or absence management platforms, preferred
- Background working in a strategic or advisory capacity alongside senior leadership, preferred
- Professional certifications PMP, Agile, Six Sigma, COPC, or relevant WFM/operations certification, preferred
Benefits
- Full benefits package for full-time employees
- Statutory paid leave and public holidays
- Employer-sponsored health and social insurance contributions (where applicable)
- Employee wellbeing programs
- Access to Employee Assistance Programs (EAP)
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