Agency Operations Manager, AI & Transformation

BGBx•Ontario, Canada, ON

1d•CA$100,000 - CA$130,000

About The Position

At BGBx, we're driven by a simple idea: breakthrough thinking creates breakthrough impact. As an independent commercial solutions partner to pharmaceutical and life science companies, we bring together strategists, scientists, communicators, creatives, technologists, and data experts to tackle some of healthcare's most important challenges. Our teams work across consulting and communications to help clients shape strategy, launch innovations, engage stakeholders, and drive meaningful results throughout the product lifecycle. The work is complex, fast-moving, and deeply connected to improving lives, creating opportunities for curious minds to make a real difference every day. If you're energized by collaboration, inspired by innovation, and motivated by work that matters, you'll find a place to grow, contribute, and make a meaningful impact at BGBx. The Agency Operations Manager, AI & Transformation will play a critical role in driving operational excellence and organizational adoption of agency-wide transformation initiatives. Reporting to and partnering closely with the VP, Agency Operations, this role will focus on executing AI enablement programs, developing and maintaining standard operating procedures (SOPs), and leading change management efforts that support new ways of working across the agency. This individual will serve as a key operational partner responsible for translating strategic initiatives into actionable programs, ensuring successful implementation, adoption, and ongoing optimization. The ideal candidate is highly organized, process-oriented, and skilled at navigating change in a fast-paced agency environment.

Requirements

5+ years of experience in agency operations, business operations, project management, process improvement, or organizational change.
Experience supporting large-scale operational, technology, or transformation initiatives.
Demonstrated expertise in SOP creation, process documentation, and workflow optimization.
Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
Exceptional communication, facilitation, and stakeholder management skills.

Nice To Haves

Experience supporting AI enablement, digital transformation, automation, or technology adoption initiatives.
Experience working in a healthcare communications, marketing, advertising, or professional services environment.
Understanding of AI governance, compliance, risk management, and responsible-use practices.

Responsibilities

Partner with the Associate Director of Agency Operations to execute agency-wide AI initiatives and transformation programs.
Support the rollout, implementation, and adoption of approved AI tools, workflows, and best practices across teams.
Develop and maintain AI playbooks, process documentation, training materials, and user resources.
Coordinate training sessions, office hours, and enablement programs to support employee adoption.
Track adoption, utilization, and effectiveness metrics and provide regular reporting to leadership.
Gather employee feedback and identify opportunities to improve AI-enabled workflows and user experience.
Serve as a day-to-day resource for teams navigating new AI-powered processes and ways of working.
Support AI governance efforts by ensuring adherence to agency policies, compliance requirements, security protocols, and approved usage guidelines.
Partner with Legal, Compliance, IT, and agency leadership to reinforce responsible AI practices and operational controls.
Develop, document, maintain, and continuously improve agency standard operating procedures and workflow documentation.
Create and manage a centralized operational knowledge base and SOP repository.
Partner with department leaders to standardize processes and ensure consistency across teams.
Identify process gaps, inefficiencies, and opportunities for operational improvement.
Support the implementation of new workflows, tools, and operational standards across the agency.
Establish governance and review processes to ensure SOPs remain current and effective.
Manage operational improvement projects from planning through implementation and stabilization.
Facilitate cross-functional meetings, working sessions, and project teams.
Develop project plans, timelines, status reports, and executive-ready updates.
Track milestones, risks, dependencies, and outcomes across multiple initiatives.
Support agency leadership in executing strategic operational priorities and transformation efforts.
Own and maintain the agency's operational knowledge management ecosystem, including SOP repositories, AI resource centers, training libraries, and change communications hubs.
Establish standards and governance for documenting, organizing, and maintaining operational knowledge across the agency.
Ensure SOPs, AI guidance, training materials, and best practices remain current, accessible, and aligned with evolving business needs.
Partner with department leaders and subject matter experts to capture institutional knowledge and operational best practices.
Develop scalable frameworks for onboarding, training, and continuous learning related to agency processes and AI-enabled ways of working.
Create mechanisms for sharing lessons learned, success stories, and emerging best practices across teams.
Monitor utilization of knowledge management resources and continuously improve content organization, accessibility, and user experience.
Serve as a champion for knowledge sharing, operational transparency, and continuous learning throughout the agency.