Operations Manager

Operations Manager | Rocket Financial | 100% Remote (Canada) | $100,000–$120,000 CADRocket Financial is launching several B2B SaaS platforms, and we're hiring an Operations Manager to build and run the operational side: workflows, application support, customer support, and compliance enforcement. Much of this doesn't exist yet, so you'll be setting it up.
Company Website:
100% remote, anywhere in Canada
4 weeks of paid time off
$100,000–$120,000 CAD base salary, based on experience
Reports directly to the Chief Product Officer
Broad scope across operations, support, compliance, and product launches
ROLE SUMMARYRocket Financial Inc. is an embedded finance infrastructure company launching B2B SaaS platforms in quick succession. This role is responsible for the day-to-day operational backbone that keeps those platforms running smoothly for customers: operational execution, application support, customer support, and ensuring compliance requirements set by the Compliance team are followed in day-to-day operations.
This is a hands-on, generalist role for someone who can build process where none exists yet, work across platforms without losing track of details, and operate with judgment about when to escape versus when to resolve directly.
REPORTING & WORKING RELATIONSHIPS
Reports to: Chief Product Officer
Works closely with: Compliance Officer, Product Leads (application issues, launch readiness), and Engineering (application support handoffs).
KEY RESPONSIBILITIESDay-to-Day Operations
Own and continuously improve operational workflows across all platforms (account activation, onboarding steps, transaction processing checkpoints)
Build and maintain SOPs and process documentation where none currently exists
Coordinate with vendors and partners on day-to-day issues
Monitor operational SLAs and flag capacity or process risks before they become customer-facing problems
Own and manage all company accounts across the tech stack
Application Support
Serve as the first point of triage for platform issues reported by customers or internal teams
Coordinate with Engineering on bug escalation, incident tracking, and resolution timelines
Own incident communication to affected customers during downtime or data issues
Maintain a running log of known issues and resolutions across all platforms
Compliance Support (Enforcement)
Ensure required compliance steps (KYC/KYB documentation, transaction monitoring checkpoints, required disclosures) are completed before accounts go live or transactions proceed
Run compliance checklists defined by the Compliance Officer as part of standard operational workflow — not define what those checklists contain
Escalate any compliance‑relevant events (suspicious activity, disputes with regulatory implications, documentation gaps) to the Compliance Officer promptly, rather than resolving them independently
Maintain a standing weekly sync with the Compliance Officer to review enforcement gaps and upcoming launch readiness
Customer Support
Own or oversee customer support operations across all platforms, including ticket triage and response SLAs
Handle disputes and fraud‑related inquiries in line with defined timelines and in coordination with Compliance
Build and maintain support escalation tiers so issues reach the right owner quickly
Track and report on support volume and resolution metrics across platforms
QUALIFICATIONS
Minimum of 3 years in operations, customer support, or a related operational role, ideally in fintech, payments, or SaaS
Comfort building process and documentation from scratch — this role is not stepping into an established playbook
Experience working alongside or in support of a compliance function (KYC/KYB, transaction monitoring, dispute handling) is a strong plus, though not required to hold compliance judgment - Able to manage competing priorities across multiple product lines without losing track of details
Clear, calm communicator — this person will often be the one delivering incident or issue updates to customers and internal stakeholders
WHAT SUCCESS LOOKS LIKE (FIRST 6 MONTHS)
Operations: SOPs documented for core workflows across all live platforms;
no repeated process failures
Application Support: Defined incident response process;
issues triaged and communicated within agreed SLAs
Compliance Enforcement: Zero missed compliance checkpoints on account activations;
clean weekly sync cadence with Compliance
Customer Support: Support SLAs defined and met;
escalation tiers functioning without bottlenecks
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