Head/Senior Manager, Operations, Strategy & AI

Big Viking Games • Toronto, ON

2d • CA$105,000 - CA$125,000 • Hybrid

About The Position

Big Viking Games is seeking an Operations Manager to build and manage the company's operational backbone. This is a hands-on role focused on improving daily operations and building future systems. The position involves business operations, CRM administration, internal tools, workflow automation, vendor management, reporting, onboarding, documentation, and light technology coordination. The ideal candidate is an operator and systems builder who can identify and fix broken processes, implement tools, improve follow-through, and leverage AI to reduce manual work. The role reports to the COO and collaborates with leadership across various departments. This is a hybrid position based in Toronto, requiring three days per week in the office.

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.

Nice To Haves

• Experience in gaming, live-service products, SaaS, digital products, or founder-led companies.
• Experience with Salesforce, HubSpot, Monday.com, Airtable, Notion, Zendesk, Jira, Google Workspace, Slack, or similar platforms.
• Experience building automations using Zapier, Make, Google Apps Script, Airtable automations, or similar tools.
• Experience with reporting, dashboards, CRM operations, revenue operations, or business intelligence tools.
• Experience supporting HR, recruiting, finance, customer support, product, or live operations teams.
• Experience managing vendor transitions or bringing outsourced services in-house.
• Experience with hardware inventory, device coordination, onboarding, offboarding, and basic office technology support.
• Familiarity with security basics, access controls, password managers, SaaS permissions, and data hygiene.
• Experience working with remote, hybrid, or distributed teams.

Responsibilities

• Own and improve internal operating processes across the company.
• Create structure, visibility, and accountability for 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 for 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 in planning, internal communications, leadership meeting preparation, and follow-through on key decisions.
• Ensure important commitments, deadlines, and action items are not missed.
• 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 for accurate reporting and reliable workflows.
• Manage user access, permissions, licenses, configuration, and tool usage across systems like Google Workspace, Slack, Jira, Zendesk, CRM platforms, Notion, Airtable, Asana, or similar.
• Identify underused, redundant, or poorly configured tools and recommend improvements.
• Partner with teams to improve work flow through systems, from intake to execution to reporting.
• Create lightweight dashboards, reports, and operational views for leadership.
• Improve data quality, process compliance, and system reliability across internal tools.
• Use AI tools (e.g., ChatGPT, Claude, Gemini) 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 like Zapier, Make, Google Apps Script, Airtable, Notion, or similar.
• 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 to improve productivity.
• Maintain clear documentation for automated workflows, system processes, and recurring operating tasks.
• Continuously 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 used effectively and the company gets 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 for deeper technical support.
• Help keep the Toronto office operational, organized, and ready for employees, candidates, vendors, and visitors.

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.

What This Job Offers

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