Operations Manager

About the Role

CARTESIAN Hospitality & Tourism Marketing Inc., based in Toronto, ON, is expanding its team of 15 employees and seeks an Operations Manager. This full-time position involves working onsite four days a week with a strong hybrid element. The company specializes in marketing for the hospitality and tourism sectors, including hotels, resorts, restaurants, and attractions, with a unique focus on revenue growth through data-driven diagnosis and tactical execution.

Key Responsibilities

• Establish and implement the agency's operational infrastructure from scratch, utilizing Monday.com as a comprehensive operating platform rather than a simple task manager, integrating activity types, invoicing categories, time tracking, resource planning, and billing standard operating procedures (SOPs) adopted across all teams.
• Develop and enforce a formal time tracking policy, ensuring managerial accountability, clear escalation processes, and internal communications to ensure agency-wide adoption.
• Create and maintain a centralized SOP library along with a training compliance system to streamline onboarding and ensure consistent adherence to critical processes across all teams.
• Oversee the entire Statement of Work (SOW) lifecycle in coordination with ownership and finance teams, including scoping, pricing inputs, acceptance criteria, change control, and scope adherence monitoring to prevent scope creep and protect profit margins.
• Build the operational framework supporting client diagnostic and audit services, managing workflows such as intake, resource allocation, deliverable templates, turnaround times, and client handoffs for paid engagements.
• Maintain a consolidated view of all active projects across six service lines, providing weekly capacity planning for staff and contractors, and serve as the operational liaison among creative, media, performance, production, client service, and ownership departments.
• Implement process rollouts effectively by securing buy-in from diverse team members and ensuring processes are successfully adopted and adhered to.
• Integrate AI tools like Claude Code, OpenAI, and similar technologies daily to expedite SOP creation, internal communication, automation efforts, and reporting functionalities.
• Manage organizational and workflow budgets, job costing for accurate margin tracking per project, timely invoicing, accounts receivable follow-ups, and delivering clear financial reporting to ownership.
• Administer people operations including onboarding, agreements, payroll inputs, and coordinating performance review cycles.

Required Qualifications

• Minimum of four years’ experience in operations, delivery management, or senior project management, preferably within an agency environment.
• Hands-on expertise implementing agency operating or professional services automation (PSA) platforms (such as Monday.com, Scoro, Productive, Kantata, Float), including full adoption of time tracking and resource planning across teams.
• Exceptional attention to detail and deadline management, ensuring tasks do not fall through the cracks.
• High degree of initiative and personal accountability with minimal supervision.
• Proficiency in AI tools including Claude Code and OpenAI, with demonstrated ability to build operational workflows using these technologies.
• Proven skills in leading change management among teams with varied working styles.
• Strong numerical literacy relevant to budgets, job costing, margin analysis, SOW pricing, and accounts receivable processes.
• Legal authorization to work in Canada.

Preferred Qualifications

• Experience in the hospitality or tourism industry.
• Familiarity with QuickBooks Online.
• Experience scaling teams beyond 30 members.

Work Conditions & Benefits

• Flexible scheduling to support work-life balance.
• Paid time off provided.
• Opportunity for remote work, with expectation to be in the Toronto office four days per week.

Additional Information

CARTESIAN is committed to equal employment opportunities and provides accommodations upon request during the hiring process. Applicants are encouraged to submit their resume along with a brief note and a video illustrating their operational expertise per the role’s requirements. The position reports directly to ownership, with a Project Manager reporting to the Operations Manager.