Head/Senior Manager of Operations, Strategy & AI, Big Viking Games

• 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
• Experience with Salesforce, HubSpot, Monday.com, Airtable, Notion, Zendesk, Jira, Google Workspace, Slack, or similar platforms
• Experience with hardware inventory, device coordination, onboarding, offboarding, and basic office technology support
• The ideal candidate is an operator who builds systems. They see where work gets stuck, where information is missing, where tools are not being used properly, and where manual processes should be replaced with better workflows
• They are not looking for a narrowly defined admin role. They want broad ownership, exposure to leadership, and the ability to make the company run better
• They can move between CRM cleanup, vendor follow-up, AI workflow design, onboarding support, reporting, documentation, and cross-functional coordination without losing quality or urgency
• They are practical, organized, direct, and resourceful. They understand that operations is not just support. It is the system that helps the company execute

Desirable

• Big Viking Games is hiring an Operations Manager to help build and run the operational backbone of the company
• This is a hands-on, high-ownership role for someone who can improve how the company operates day to day while also helping build better systems for the future
• You will work across business operations, CRM administration, internal tools, workflow automation, vendor management, reporting, onboarding, documentation, and light technology coordination
• This is not a traditional office administration role and it is not a pure IT role. The right person is an operator and systems builder. You should be comfortable identifying broken processes, creating structure, implementing tools, improving follow-through, and using AI to reduce manual work across the business
• You will report to the COO and work closely with leadership across product, engineering, finance, HR, recruiting, live operations, customer support, and marketing
• Own and improve internal operating processes across the company
• Help create structure, visibility, and accountability around 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 that improve 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 across the company in planning, internal communications, leadership meeting preparation, and follow-through on key decisions
• Help ensure important commitments, deadlines, and action items do not get dropped
• 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 so reporting is accurate and workflows are reliable
• Manage user access, permissions, licenses, configuration, and tool usage across systems such as Google Workspace, Slack, Jira, Zendesk, CRM platforms, Notion, Airtable, Asana, or similar tools
• Identify underused, redundant, or poorly configured tools and recommend improvements
• Partner with teams to improve how work flows through systems, from intake to execution to reporting
• Create lightweight dashboards, reports, and operational views that help leaders understand what is happening across the business
• Improve data quality, process compliance, and system reliability across internal tools
• Use AI tools such as ChatGPT, Claude, Gemini, or similar platforms 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 such as Zapier, Make, Google Apps Script, Airtable, Notion, or similar platforms
• 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 that improve productivity without creating unnecessary complexity
• Maintain clear documentation for automated workflows, system processes, and recurring operating tasks
• Continuously look for ways to 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 being used effectively and that the company is getting 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 when deeper technical support is required
• Help keep the Toronto office operational, organized, and ready for employees, candidates, vendors, and visitors