Manager, Agency Operations

Sundae Creative • Montreal, QC

2d • Hybrid

About The Position

Sundae Creative is a leading brand communications agency specializing in public relations, influencer marketing, social storytelling, and experiential brand experiences. With offices in Montreal and Toronto, we partner with category-defining brands across North America, particularly in beauty, fashion, lifestyle, and consumer sectors. We’re known for blending sharp strategy with culturally relevant creativeL combining the credibility of traditional PR with the speed and inventiveness of modern digital channels. Our teams are organized by expertise, allowing us to move fast, think smarter, and deliver integrated campaigns that spark conversation, build influence, and drive real impact. Now part of the Dulcedo Group, Sundae Creative operates within a broader ecosystem of talent and innovation, while keeping the agility and hands-on approach of a boutique agency. We take our work seriously, but not ourselves - curiosity, collaboration, and great ideas lead the way here! Joining Sundae means stepping into a high-performance, people-first environment where growth is encouraged, voices are heard, and ambition is supported. We care deeply about our clients, our culture, and the people behind the work, and we’re excited to build what’s next together! The Opportunity : As Sundae Creative continues to grow, so does the need for stronger internal systems, greater operational rigor, and more consistency in how our teams work together. With that in mind, we are looking for a Manager, Agency Operations who is deeply invested in how things run behind the scenes and driven to make them run better. This is a focused, high-impact role built around one core mission: ensuring that every person at Sundae is onboarded properly, trained consistently, and working from the same operational foundation across every department. In this role, you will build, improve, and maintain the internal systems that keep the agency running with greater clarity, discipline, and consistency. If something is undocumented, you will bring structure to it. If a process is inconsistent across teams, you will help standardize it. If a tool is underused or creating friction, you will work to optimize it. Sitting at the center of how Sundae operates, you will report to our Director of Client Services & also partner closely with leadership and cross-functional teams to help strengthen the agency’s foundation and support its next stage of growth over the years ahead.

Requirements

• 6–9 years of experience in agency operations, business operations, project operations, delivery operations, or similar roles within fast-paced, service-based environments
• Strong experience in PR, marketing, influencer, events, creative services, production, or another agency-like business where multiple teams, timelines, and stakeholders need to work in sync
• Proven track record of building, improving, and implementing internal systems, workflows, and operating procedures that support team efficiency and business growth
• Hands-on experience with project management platforms, time tracking tools, workflow systems, shared resource hubs, and operational reporting
• Strong understanding of how to create and maintain SOPs, templates, training materials, onboarding processes, and internal documentation
• Experience bringing more discipline and visibility to resource planning, time tracking, utilization, and operational readiness
• Ability to assess how teams work today, identify friction points or inefficiencies, and translate them into practical, scalable process improvements
• Comfortable working across multiple functions and levels of seniority, with experience partnering with leadership, HR, finance, and team leads to improve execution and alignment
• Experience supporting or coordinating new hire onboarding, workforce readiness, freelancer/vendor operations, and cross-functional implementation of new tools or processes
• Strong operational judgment with the ability to balance structure and flexibility in a growing environment where priorities evolve quickly

Nice To Haves

• Bilingualism is an asset, particularly for candidates based in Montreal

Responsibilities

• Lead and continuously improve the onboarding and training experience for all new hires, ensuring employees across divisions are set up with the right tools, documentation, workflows, and expectations from day one.
• Own and optimize the agency’s core operational tools, templates, SOPs, and shared resources, while maintaining a centralized source of truth that teams can rely on consistently.
• Review how teams currently work, identify inefficiencies or gaps, and implement more scalable, practical workflows that improve clarity, consistency, and execution across the agency.
• Partner with leadership and HR to support hiring readiness by helping assess team capacity, shape role needs, and ensure strong operational setup for new hires joining the business.
• Bring stronger discipline and visibility to time tracking and utilization by ensuring teams log hours properly, flagging overservicing risks, and supporting more effective resource planning.
• Build and maintain a living internal knowledge base that captures key processes, client context, best practices, and documentation so critical operational knowledge stays within the agency.
• Maintain a centralized and reliable roster of vendors and suppliers across events, content, and PR, making it easier for teams to move quickly without rebuilding external relationships from scratch.
• Own the internal operational setup of new clients by ensuring folders, tools, templates, and kickoff processes are in place so each new account starts with a strong and consistent foundation.
• Manage the agency’s freelancer and contractor infrastructure by maintaining a vetted bench of talent and ensuring onboarding documentation, contracts, and operational readiness are handled properly before work begins.

Benefits

• Unlimited paid vacation after one year
• Early Fridays year-round (work wrapping up at 2PM)
• Office closure between Christmas and New Year’s
• Full medical, dental, and vision coverage for you and your loved ones, available after just one month.

What This Job Offers

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