Business Operations Manager

WHO WE ARE:
Jumpfactor is an award-winning, 8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) and B2B tech companies achieve massive growth. With over $1.6 Billion in client revenue generated, we are recognized globally as a top-tier MSP growth expert.

We're looking for a relentless and resourceful Business Operations Manager who can drive structure, accountability, and efficiency across the agency. This is not a passive administrative role; it's about designing systems, enabling managers, and creating the oversight and governance required to fuel sustained and profitable growth. Success in this role comes from ensuring clarity of priorities, visibility into results, disciplined adherence to processes, and responsiveness in closing operational gaps.

ROLE OVERVIEW:

In this role, you will own the agency's operational backbone with a clear mandate — build, optimize, and govern the systems that drive accountability, reporting, and sustained growth. You'll act as the connective layer between leadership, managers, and vendors, ensuring clarity of reporting, adherence to playbooks and SLAs, and consistency of operational rhythms.

You will lead the adoption of Traction practices (including quarterly Rocks and L10 cadences), enforce accountability structures, and maintain agency-wide reporting systems. You will also oversee vendor relationships, manage contract governance, and coordinate legal escalations. Your success will be measured by the accuracy and reliability of reporting, adherence to accountability systems, adoption of operational playbooks, and timely negotiation of vendor agreements.

Jumpfactor's CORE VALUES:

• Be STRATEGIC

• Be PASSIONATE

• Be TENACIOUS

• Prioritize LEARNING

• Embrace TEAM

• Maintain INTEGRITY

WHY EMPLOYEES LOVE JUMPFACTOR:

• Very competitive compensation package.

• 100% Remote work.

• You will work with a very skilled international team.

• Endless growth opportunities and career advancement.

• Performance-based bonuses that recognize your impact.

• Access to paid training, courses, events, and conferences.

• Enjoy paid social events that foster team camaraderie.

• Engage in weekly learning programs to stay ahead.

• Harness state-of-the-art technologies and tools for excellence.

WHO YOU ARE:

• 5+ years of operations management experience in a high-growth, process-driven environment

• Experience with agency operations or EOS/Traction methodologies

• Expertise in designing and enforcing governance systems that drive accountability

• Skilled at ensuring adherence to playbooks, operational frameworks, and reporting standards

• Strong background in vendor and contract negotiation, including SaaS and outsourced partners

• Experience managing legal agreements and vendor relationships

• Track record of driving operational transformation through EOS/Traction adoption

• Experienced with quarterly rocks, L10 cadences, and scorecards

• Highly proficient in Google Workspace, Google Sheets (advanced), ClickUp, and automation tools

• Skilled in workflow automation using Google Apps Script, Zapier, and other tools

• Expertise in balancing strategic oversight with hands-on systems management

• Experienced in aligning long-term strategy with day-to-day operational execution

• Strong communicator capable of influencing managers, executives, and external partners

• Data-driven problem solver with a relentless focus on efficiency, accuracy, and measurable outcomes
  

Roles and Responsibilities:

Operational Strategy & Transformation

• Drive company-wide operational improvements by leading the adoption and execution of Traction methodologies, including quarterly rocks and L10 weekly cadences

• Implement and improve scalable systems for reporting, accountability, and performance monitoring

• Lead cross-department adoption of SLAs, playbooks, and structured reporting

• Drive continuous improvement in processes, automation, and change management

Performance & Accountability Systems

• Equip managers with playbooks, scorecards, and performance reports to ensure consistent feedback and supervision

• Enforce daily/weekly operational rhythms (audits, one-on-ones, escalation SLAs, performance reviews)

• Build and oversee escalation systems for underperformance and non-compliance, ensuring swift and consistent resolution

• Reinforce adherence to operational standards and drive consistency in leadership practices across departments

Data, Reporting & Automation

• Own agency-wide reporting infrastructure; optimize tooling to reduce risk and improve data security posture

• Build and optimize dashboards, KPIs, and reporting channels that drive executive decision-making

• Leverage automation (Google Apps Script, integrations, no-code solutions) to reduce manual work and human error, and reporting inefficiencies

• Safeguard data accuracy, integrity, and security across all reporting systems

Legal, Compliance & Vendor Oversight

• Manage and maintain approved contract and agreement templates

• Support legal cases by implementing structured escalation processes and coordinating with legal counsel as required

• Negotiate renewals and manage vendor relationships with key platforms

• Evaluate, pilot, and onboard SaaS and outsourced vendors while managing associated costs

• Ensure compliance with NDAs, service agreements, and other legal obligations

NEXT STEPS:

If you are excited about this opportunity and possess the necessary qualifications, we invite you to apply. Successful candidates will undergo a series of assessments to further evaluate their potential.

Job Type:

Full-time, Permanent, 100% Remote