Manager, Agency Operations

Role Overview

• 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.

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

Benefits

• Unlock unlimited paid vacation after one year, supported by trust, accountability, and alignment with team needs.
• Before one year, vacation is accrued at the standard two-week annual entitlement.
• Enjoy early Fridays year-round, with work wrapping up at 2PM every Friday.
• Office closure every year between Christmas and New Year’s, so you can fully unplug and spend time with loved ones.
• Full medical, dental, and vision coverage for you and your loved ones, available after just one month.