Senior Business Operations Associate

Pontosense•Kitchener, ON

2d•Hybrid

About The Position

Pontosense builds privacy-first sensing technology that helps older adults live more safely and independently at home — without cameras, wearables, or intrusive monitoring. As more families and care organizations rely on Pontosense, the complexity behind the scenes grows across billing, logistics, customer handoffs, support, and internal systems. This role exists to help build an automation-first operating backbone that reduces manual work, improves data quality, and gives teams clearer ownership so they can move faster and focus on what matters most. The Senior Business Operations Associate will work closely with the COO to improve and support the operational backbone of the business. You will help turn messy, cross-functional workflows into clearer systems, more reliable processes, cleaner data, and scalable automation across Sales, Customer Success, Finance, Logistics, Product, and Engineering. This is not a coordination-only role. It is a hands-on execution role for someone who enjoys solving ambiguous operational problems, improving 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

2-4+ 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 work 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 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 managing BPO partners, logistics vendors, or outsourced operational workflows.
Experience building AI-enabled workflows, lightweight internal tools, or internal dashboards.

Responsibilities

Execute and improve operational processes across billing, invoicing, customer deployments, fulfillment, shipping, vendor management, and support workflows.
Identify repetitive, manual, or error-prone tasks and help redesign them using AI tools, workflow automation, lightweight systems, and clear process rules.
Maintain and 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 more repeatable and scalable.
Support warehouse, shipping, and 3PL workflows, including inventory visibility, fulfillment coordination, SLA tracking, and cost efficiency.
Work with external vendors and service providers to improve quality, accountability, and day-to-day operating performance.
Support customer support operations by improving ticket routing, escalation logic, root-cause analysis, and workflow automation.
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 operational risks.