Operations/Project Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee and resolve customer support and escalation matters.

• Manage ad-hoc operational demands and escalations.

• Supervise a small team, including conducting 1:1 meetings, addressing obstacles, and granting approvals.

• Monitor and ensure oversight of essential business KPIs.

• Lead or engage in weekly management meetings with leadership, which includes preparing weekly reports.

• Create and disseminate the Friday weekly executive report.

• Execute AR Aging Review.

• Generate churn reports.

• Conduct VBS reviews.

• Oversee the implementation and migration of RW+.

• Manage the sunset process for RW Legacy.

• Supervise the implementation of HubSpot across Salesforce, TeamSupport, Intercom, and RW+.

• Oversee the ValBill project.

• Assist with webinars and marketing email campaigns.

• Produce ad-hoc KPI reports.

• Support initiatives related to ValPay Capital.

⛳️ Requirements

• Demonstrated experience in operations management and/or project management, preferably in a dynamic, tech-driven or SaaS environment.

• Experience in managing direct reports, including facilitating 1:1 meetings and resolving day-to-day challenges.

• Proven ability to handle multiple simultaneous projects, including system implementations/migrations (e.g., CRM, billing, support tools).

• Comfortable taking ownership of executive-level reporting and presenting to leadership.

• Experience managing customer escalations and addressing cross-functional ad-hoc requests.

• Familiarity with tools like HubSpot, Salesforce, Intercom (or similar CRM/support platforms) is highly advantageous.

• Strong financial acumen coupled with advanced Excel capabilities.

• Proficient in building and maintaining reports that utilize pivot tables, lookups (VLOOKUP/XLOOKUP/INDEX-MATCH), and formula-based models.

• Skilled in reconciling and analyzing financial data (aging balances, revenue/churn statistics) with a high degree of accuracy.

• Capable of translating raw data into concise, executive-ready summaries and dashboards.

• Exceptional communication, prioritization, and stakeholder management abilities.

• Able to operate independently and quickly adapt with minimal transition time.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Comprehensive health and wellness benefits.

• Flexible working arrangements.