The Opportunity We are looking for a Manager, Agency Operations to build, improve, and maintain internal systems that keep the agency running with greater clarity, discipline, and consistency. If something is undocumented you will bring structure to it. If a process is inconsistent across teams you will help standardize it. If a tool is underused or creating friction you will work to optimize it. Sitting at the center of how Sundae operates, you will report to the Director of Client Services and partner closely with leadership and cross‑functional teams to strengthen the agency’s foundation and support its next stage of growth. Scope of Work Onboarding & Training: Lead and continuously improve the onboarding and training experience for all new hires, ensuring employees across divisions are set up with the right tools, documentation, workflows, and expectations from day one. Systems & Source of Truth: Own and optimize the agency’s core operational tools, templates, SOPs, and shared resources, while maintaining a centralized source of truth that teams can rely on consistently. Process Optimization: Review how teams currently work, identify inefficiencies or gaps, and implement scalable, practical workflows that improve clarity, consistency, and execution across the agency. Hiring Support & Workforce Readiness: Partner with leadership and HR to support hiring readiness by assessing team capacity, shaping role needs, and ensuring strong operational setup for new hires. Time Tracking & Utilization Oversight: Bring stronger discipline and visibility to time tracking and utilization by ensuring teams log hours properly, flagging overservicing risks, and supporting more effective resource planning. Institutional Knowledge & Internal Wiki: Build and maintain a living internal knowledge base that captures key processes, client context, best practices, and documentation. Vendor & Supplier Directory: Maintain a centralized and reliable roster of vendors and suppliers across events, content, and PR. New Client Operational Onboarding: Own the internal operational setup of new clients by ensuring folders, tools, templates, and kickoff processes are in place so each new account starts with a strong foundation. Freelancer & Contractor Management: Manage the agency’s freelancer and contractor infrastructure by maintaining a vetted bench of talent and ensuring onboarding documentation, contracts, and operational readiness are handled properly before work begins. Your Background 6–9 years of experience in agency operations, business operations, project operations, or delivery operations within fast‑paced, service‑based environments. Strong experience in PR, marketing, influencer, events, creative services, production, or similar agencies where multiple teams, timelines, and stakeholders need to work in sync. Proven track record of building, improving, and implementing internal systems, workflows, and operating procedures that support team efficiency and business growth. Hands‑on experience with project management platforms, time‑tracking tools, workflow systems, shared resource hubs, and operational reporting. Strong understanding of how to create and maintain SOPs, templates, training materials, onboarding processes, and internal documentation. Experience bringing more discipline and visibility to resource planning, time‑tracking, utilization, and operational readiness. Ability to assess how teams work today, identify friction points or inefficiencies, and translate them into practical, scalable process improvements. Comfortable working across multiple functions and levels of seniority, partnering with leadership, HR, finance, and team leads to improve execution and alignment. Experience supporting or coordinating new‑hire onboarding, workforce readiness, freelancer/vendor operations, and cross‑functional implementation of new tools or processes. Strong operational judgment with the ability to balance structure and flexibility in a growing environment. Bilingualism is an asset, particularly for candidates based in Montreal. Who You Are A structured thinker who brings clarity to complexity. Proactive by nature: you see the gap before anyone else and move to close it. Detail‑oriented without losing sight of the bigger picture. Deeply collaborative, working with team leads rather than around them. Someone who takes the quality of internal systems personally. Perks Unlimited paid vacation after one year, with standard two‑week entitlement before that. Early Fridays year‑round, finishing work at 2 PM on Fridays. Annual holiday closure between Christmas and New Year’s. Full medical, dental, and vision coverage for you and your loved ones, available after one month. Why You’ll Love Working at Sundae Creative Work cross‑functionally across PR, events, influencer marketing, design, and social, contributing to innovative strategies for some of the most exciting clients in the industry. Join a tight‑knit, collaborative team where respect, trust, and good energy are core to our culture. Grow with us: internal advancement opportunities are real, and strong performance is recognized and rewarded. As a division of Dulcedo Management, Sundae offers the energy of a fast‑growing agency backed by over 15 years of industry expertise. #J-18808-Ljbffr