Manager, Operations & Business Intelligence

Kids Help Phone•Toronto, ON

6d•CA$87,400 - CA$95,000•Hybrid

About The Position

The Manager, Operations & Business Intelligence leads the operational infrastructure that supports fundraising performance across Kids Help Phone Foundation. At a pivotal moment for the KHP Foundation, this role offers the chance to build and shape the next stage of fundraising operations, creating the systems, reporting, processes and team practices that enable smarter decisions, stronger collaboration, greater efficiency and scalable growth. As fundraising becomes more data-driven, integrated and cross-functional, the Manager will help design the operational foundation that supports future growth and greater impact for young people across Canada. The role must be able to apply practical system knowledge to improve workflows, reporting, data quality, day-to-day fundraising operations and stakeholder service. It’ll take courage, collaboration, innovation, resilience and trust.

Requirements

Postsecondary degree in Business Administration, Operations Management, Information Systems, Analytics, Fundraising - or a related field or an equivalent combination of education and experience.
Minimum 6 years of progressive experience in operations, analytics, business intelligence, fundraising operations, technology or a related discipline.
Experience developing reporting frameworks, dashboards and performance measurement tools.
Expertise in Raiser’s Edge NXT, and all its operational capabilities to support fundraising, is required
Demonstrated experience leading teams, projects, budgets and operational initiatives.
Experience building, dashboards and reports using Raiser’s Edge NXT Insights, Power BI or similar business intelligence and reporting tools.
Experience with process design, workflow optimization and continuous improvement practices.
Proven ability to manage multiple priorities while maintaining high levels of accuracy and attention to detail.
Experience working with cross-functional teams and external vendors.
Strong leadership and people management skills.
Exceptional analytical and problem-solving abilities.
Ability to translate complex information into clear, actionable recommendations.
Strong project management and organizational skills.
Excellent written and verbal communication skills.
Demonstrated ability to navigate ambiguity and drive results in a dynamic environment.
Advanced proficiency with Microsoft 365 applications especially Excel, PowerAutomate, SharePoint, Teams, PowerPoint and related tools.
Hybrid work environment based in Toronto. Ability to work on-site 2-3 days per week in office
Occasional evening or weekend work may be required to support organizational priorities and key initiatives.
Occasional travel may be required.

Responsibilities

Lead and develop the Operations team, establishing priorities, service standards, goals and performance expectations.
Develop and manage operational plans that align with departmental and organizational objectives.
Oversee resource allocation and operational delivery across multiple workstreams.
Identify risks, dependencies and operational challenges, implementing solutions to improve efficiency and effectiveness.
Foster a culture of accountability, continuous improvement, collaboration and innovation.
Develop and maintain dashboards, reporting frameworks and performance monitoring tools using Raiser’s Edge NXT Insights, Power BI or similar reporting platforms.
Translate operational and fundraising data into actionable insights for team and leadership decision-making.
Support annual planning and budget development, forecasting and performance tracking activities.
Monitor key performance indicators and prepare executive-level reports and recommendations.
Identify trends, opportunities and risks through data analysis and business intelligence practices.
Lead administration, operational use and optimization of Raiser’s Edge NXT and related fundraising and operational technology platforms.
Ensure the integrity, quality, consistency and reliability of donor and operational data.
Develop and maintain business rules, data standards and governance processes.
Partner with stakeholders to improve system integrations, reporting capabilities and automation opportunities.
Support technology projects that strengthen operational effectiveness and organizational capacity.
Design, document and maintain standard operating procedures and workflows.
Evaluate existing processes and implement improvements that increase efficiency, reduce risk and improve consistency.
Establish quality assurance practices that support accurate reporting, data integrity and operational excellence.
Lead operational projects from planning through implementation and evaluation.
Ensure documentation remains current, accessible and aligned with organizational standards.
Serve as the operational lead for external vendors supporting systems, analytics, reporting, automation and operational functions.
Monitor vendor performance and ensure deliverables meet organizational needs and expectations.
Coordinate implementation of vendor-supported projects and initiatives.
Support contract management, budgeting, planning, and ongoing relationship management.
Identify opportunities to improve vendor effectiveness and return on investment.
Identify opportunities to improve efficiency through automation, AI, reporting tools and digital solutions.
Champion the adoption of new technologies and best operational practices.
Reduce manual processes through workflow optimization and systems enhancements.
Support the development of scalable solutions that strengthen organizational effectiveness.
Promote innovation while ensuring compliance, governance and operational sustainability.
Partner with leaders across the Foundation to support organizational priorities and projects.
Prepare reports, presentations, recommendations, and supporting materials for leadership review.
Ensure action items, decisions and project deliverables are effectively tracked and executed.
Support special projects and strategic initiatives as required.