Business Operations Manager

Pontosense

Business Operations Manager at Pontosense focusing on operational backbone automation and workflow optimization. Collaborate across teams to enhance effectiveness using AI tools and structured processes.

Posted 5/17/2026full-timeKitchener • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Design and improve the core workflows that connect Sales, Customer Success, Finance, Logistics, Product, and Engineering.
Own and improve operational processes across billing, invoicing, customer deployments, fulfillment, shipping, vendor management, and support workflows.
Build an automation-first operating model by identifying repetitive, manual, or error-prone tasks and redesigning them using AI tools, workflow automation, lightweight systems, and clear process rules.
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 repeatable and scalable.
Improve warehouse, shipping, and 3PL workflows, including inventory visibility, fulfillment coordination, SLA tracking, and cost efficiency.
Partner with external vendors and service providers to improve quality, accountability, and operating performance.
Support customer support operations by improving ticket routing, escalation logic, root-cause analysis, and workflow automation.
Define and 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 scale risks.

Requirements

What you’ll need

3–6+ 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 projects 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 (e.g. Claude Code or similar) 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.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workflow automationAI toolsKPI definitionperformance trackingroot-cause analysisprocess documentationSOP creationdata quality improvementinventory visibilitycost efficiency

Soft Skills

systems thinkinghigh-ownership mindsetstrong judgmentanalytical abilityattention to detailorganizationexecutionwritten communicationcross-functional alignment