Vice President, Operations

BIMM is booming, so we’re looking for a **Vice President, Operations **to join our team.

**Who we are**

BIMM is a Toronto-based agency that lives at the intersection of data, technology, and creativity to provide clients with high-performing campaigns and digital products that shape connected customer experiences. We’ve helped our clients implement fully integrated CRM customer journeys, built robust digital experiences, and created national loyalty programs with decades of experience in sectors of automotive, financial, telco and retail.

We are creative realists, which means our ideas and solutions are grounded in the realities of our clients’ business. We believe big ideas are nothing without big results (and flawless execution); high-performing agencies deliver high-performing campaigns, products, and experiences; and the best solutions happen when we collaborate with clients as partners.

**Who we’re looking for**

BIMM is seeking an experienced and talented individual to serve as our Vice President of Operations. The Vice President of Operations will plan, direct, coordinate and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization. As VP of Operations, you will regularly analyze company operations for problems; define, implement and monitor processes and tools to increase productivity; and provide support to our senior leadership team and their disciplines to refine our workflow and help them deliver efficient, valuable and high quality output for our clients.

The VP of Operations’ impact is critical to the organization as it is the center of excellence in delivery, quality and efficiency. The impact will be measurable in the continual improvement and reporting on operational successes. As VP of Operations, you are a key member of our SLT team, and a critical factor to supporting a strong operational foundation as we continue to scale at pace.

**Responsibilities**

Operational KPIs

Working closely with the SVP Client Success and the Senior Leadership Team, you will be responsible for direct collaboration with all department leads. In this collaboration you will refine and consolidate measurements of success that ladder up to our organizational KPIs. You will work with department leads to define, document, and measure (on a monthly and quarterly basis) achievements of the departments according to those organizational measures.

In the measurement of these results, you will assist in identifying areas of strength or improvement in the following areas:

- Onboarding
- Financial Impact
- Client Satisfaction impact
- Process Improvements
- Tools & Systems efficacy and usage
- Interagency Collaboration
- External Collaboration
- General Delivery practices through the Project Management Office

Working through any findings, you will partner with the department leads to define areas of improvement, and look to support with tools, processes, or resources. You will help implement change management approaches and practices to ensure smooth iteration of these improvements. All will be recorded in an Operational Improvement plan, that will be available for senior executives to align, endorse, and support along the way.

Operational Governance

As a SOC 2 Type 2 accredited organization, BIMM prides itself in the security and integrity of our management in digital delivery. S2T2 is a yearly audited area of the business governing how BIMM delivers our services to our clients. Leading this audit, with support from leadership, you will be integral to the continuation of this certification for the organization. In the Audit, you will be asked to provide evidence and samples of controls and policies in place from HR through to IT. Your role will involve managing the audit process and gathering the necessary evidence with the respective departments in the organization. As Bimm continues to expand, further certifications may be required including ISO and TISAX. You will be accountable for the process by which we determine what certifications are required and for the achievement of all certifications needed to successfully run and grow our business.

Through these processes, you may discover exceptions and qualified comments from auditors on how to improve the quality and governance of our controls. You will record the necessary changes, and work with relevant departments to plan, design, and implement the changes through policy and process updates.

Business Operations and PMO

Outside of our certifications and compliance, you are accountable for core business operations functions and processes including: Designing and running tests against organizational controls throughout the year (with support from relevant departments) on Disaster recovery, Business Continuity, Risk mitigation, Incident Management, Vulnerability and Cyber security tests, Annual Process Reviews - d