Business Operations Manager

Pontosense • Kitchener, ON

2d

About The Position

Pontosense builds privacy-first sensing technology that helps older adults live more safely and independently, without cameras, wearables, or intrusive monitoring. As Pontosense scales across customer deployments, operational complexity grows across billing, logistics, customer handoffs, support, and internal systems. This role exists to build an automation-first operating model that reduces manual work, improves data quality, and helps teams move faster with clearer ownership. The Business Operations Manager will work closely with the COO to design, improve, and automate the operational backbone of the business. You will turn messy, cross-functional workflows into clear systems, reliable processes, accurate data, and scalable automation across Sales, Customer Success, Finance, Logistics, Product, and Engineering. This is not a coordination-only role. It is a builder role for someone who enjoys solving ambiguous operational problems, redesigning workflows, and using AI and automation to make teams more effective. This role will lean heavily on AI tools and workflow automation to reduce manual work and help the team scale without adding headcount. By eliminating repetitive tasks and improving data visibility, this role helps the team move from reactive firefighting to proactive problem solving.

Requirements

• 3–6+ years of experience in Business Operations, BizOps, Revenue Operations, Customer Operations, Strategy & Operations, Logistics Operations, Supply Chain Operations, or a similar cross-functional role.
• Strong systems thinking and the ability to take ambiguous workflows and turn them into structured, scalable processes.
• A high-ownership mindset with strong judgment and the ability to move projects forward without perfect instructions.
• Experience improving workflows across multiple teams, ideally including Sales, Customer Success, Finance, Product, Engineering, Logistics, or external vendors.
• Comfort working with CRM and internal tools, ideally including HubSpot and Airtable.
• Experience using AI assistants and coding-capable AI tools (e.g. Claude Code or similar) to prototype automations, scripts, or lightweight internal tools.
• Strong analytical ability, including KPI definition, performance tracking, exception handling, and root-cause analysis.
• Excellent written communication, especially for SOPs, playbooks, process documentation, and cross-functional alignment.
• Strong attention to detail, organization, and execution.

Nice To Haves

• Experience in a fast-moving startup, SaaS, hardware, IoT, healthtech, logistics, or technology-enabled services environment.
• Experience with device fulfillment, warehouse operations, inventory visibility, or 3PL coordination.
• Experience managing BPO partners, logistics vendors, or outsourced operational workflows.
• Experience building AI-enabled workflows, lightweight internal tools, or internal dashboards.

Responsibilities

• Design and improve the core workflows that connect Sales, Customer Success, Finance, Logistics, Product, and Engineering.
• Own and improve operational processes across billing, invoicing, customer deployments, fulfillment, shipping, vendor management, and support workflows.
• Build an automation-first operating model by identifying repetitive, manual, or error-prone tasks and redesigning them using AI tools, workflow automation, lightweight systems, and clear process rules.
• Improve CRM and operational data quality so teams can rely on accurate customer, order, shipment, billing, and support data.
• Create and maintain SOPs, playbooks, dashboards, process maps, and internal controls that make operations repeatable and scalable.
• Improve warehouse, shipping, and 3PL workflows, including inventory visibility, fulfillment coordination, SLA tracking, and cost efficiency.
• Partner with external vendors and service providers to improve quality, accountability, and operating performance.
• Support customer support operations by improving ticket routing, escalation logic, root-cause analysis, and workflow automation.
• Define and track operational KPIs across billing accuracy, fulfillment speed, shipping cost, data quality, support SLAs, onboarding readiness, and automation impact.
• Prepare insights and recommendations for leadership on bottlenecks, cost leakage, customer friction, and scale risks.

Benefits

• The chance to work closely with the COO
• Solve high-impact operational problems
• Build the systems and automation that will shape how the company scales
• Combine business operations, systems thinking, and AI-enabled process design in a mission-driven company
• Scale through smarter workflows, cleaner data, and better automation
• Inclusive and accessible workplace
• Equal opportunity employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed