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Hi there, thanks for checking out this opportunity at Sundae Creative!

Sundae Creative is a leading brand communications agency specializing in public relations, influencer marketing, social storytelling, and experiential brand experiences. With offices in Montreal and Toronto, we partner with category-defining brands across North America, particularly in beauty, fashion, lifestyle, and consumer sectors. We're known for blending sharp strategy with culturally relevant creativeL combining the credibility of traditional PR with the speed and inventiveness of modern digital channels. Our teams are organized by expertise, allowing us to move fast, think smarter, and deliver integrated campaigns that spark conversation, build influence, and drive real impact.

Now part of the Dulcedo Group, Sundae Creative operates within a broader ecosystem of talent and innovation, while keeping the agility and hands-on approach of a boutique agency. We take our work seriously, but not ourselves - curiosity, collaboration, and great ideas lead the way here! Joining Sundae means stepping into a high-performance, people-first environment where growth is encouraged, voices are heard, and ambition is supported. We care deeply about our clients, our culture, and the people behind the work, and we're excited to build what's next together!

The Opportunity : As Sundae Creative continues to grow, so does the need for stronger internal systems, greater operational rigor, and more consistency in how our teams work together.

With that in mind, we are looking for a Manager, Agency Operations who is deeply invested in how things run behind the scenes and driven to make them run better. This is a focused, high-impact role built around one core mission: ensuring that every person at Sundae is onboarded properly, trained consistently, and working from the same operational foundation across every department.

In this role, you will build, improve, and maintain the 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 our Director of Client Services & also partner closely with leadership and cross-functional teams to help strengthen the agency's foundation and support its next stage of growth over the years ahead.

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 more 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 helping assess team capacity, shape role needs, and ensure strong operational setup for new hires joining the business.
• 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 so critical operational knowledge stays within the agency.
• Vendor & Supplier Directory: Maintain a centralized and reliable roster of vendors and suppliers across events, content, and PR, making it easier for teams to move quickly without rebuilding external relationships from scratch.
• 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 and consistent 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, delivery operations, or similar roles within fast-paced, service-based environments
• Strong experience in PR, marketing, influencer, events, creative services, production, or another agency-like business 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, with experience 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 where priorities evolve quickly
• Bilingualism is an asset, particularly for candidates based in Montreal
  

Who You Are :

• A structured thinker who brings clarity to complexity - people look to you when things feel chaotic
• Proactive by nature: you see the gap before anyone else does and move to close it
• Detail-oriented without losing sight of the bigger picture
• Deeply collaborative - you work with team leads, not around them
• Someone who takes the quality of internal systems personally

Perks!

• Time Off: Unlock unlimited paid vacation after one year, supported by trust, accountability, and alignment with team needs. Before one year, vacation is accrued at the standard two-week annual entitlement.
• Summer Hours: Enjoy early Fridays year-round, with work wrapping up at 2PM every Friday.
• Holiday Closure: Office closure every year between Christmas and New Year's, so you can fully unplug and spend time with loved ones.
• Comprehensive Insurance: Full medical, dental, and vision coverage for you and your loved ones, available after just 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 : as we're scaling, internal advancement opportunities are real, and strong performance is recognized and rewarded.
• As a division of Dulcedo Management, Sundae Creative offers the best of both worlds: the energy of a fast-growing agency, backed by the expertise and stability of 15+ years in the industry.

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Sundae Creative est une agence de communication de marque specialisee en relations publiques, marketing d'influence, storytelling social et experiences de marque. Avec des bureaux a Montreal et a Toronto, on collabore avec des marques qui definissent leur categorie partout en Amerique du Nord, surtout dans les univers beaute, mode, lifestyle et consommation.

On est reconnues pour notre facon de meler strategie pointue et creativite ancree dans la culture, en combinant la credibilite des RP traditionnelles avec la rapidite et l'inventivite des canaux numeriques actuels. Nos equipes sont organisees par expertises, ce qui nous permet d'aller vite, de penser plus intelligemment et de livrer des campagnes integrees qui font jaser, batissent de l'influence et generent un reel impact.

Maintenant partie duGroupe Dulcedo, Sundae Creative evolue au sein d'un ecosysteme plus large de talents et d'innovation, tout en conservant l'agilite et l'approche hands-on d'une agence boutique. On prend notre travail au serieux, mais pas trop nous-memes. Ici, la curiosite, la collaboration et les bonnes idees passent toujours en premier.

Rejoindre Sundae, c'est integrer un environnement performant et humain, ou la croissance est encouragee, les voix sont ecoutees et l'ambition est soutenue. On se soucie profondement de nos clientes, de notre culture et des personnes derriere le travail, et on a hate de construire la suite ensemble

L'Opportunite: Alors que Sundae Creative continue de grandir, le besoin de renforcer nos systemes internes, notre rigueur operationnelle et la coherence dans la facon dont nos equipes collaborent devient de plus en plus important. Dans cette optique, nous sommes a la recherche d'un.eManager, Agency Operations qui s'interesse profondement a la facon dont les choses fonctionnent en arriere-plan et qui est motive.e a les faire mieux fonctionner. Il s'agit d'un role strategique a fort impact, construit autour d'une mission centrale : s'assurer que chaque personne chez Sundae soit bien onboardee, bien formee et qu'elle travaille a partir des memes fondations operationnelles, peu importe l'equipe.

Dans ce role, tu seras responsable de batir, ameliorer et maintenir les systemes internes qui permettent a l'agence d'operer avec plus de clarte, de discipline et de constance. Si quelque chose n'est pas documente, tu vas y apporter de la structure. Si un processus varie d'une equipe a l'autre, tu vas aider a le standardiser. Si un outil est sous-utilise ou cree de la friction, tu vas chercher a l'optimiser.

Au cur des operations de Sundae, tu releveras de notre Director of Client Services et collaboreras etroitement avec les equipes de leadership et les differents departements afin de renforcer les fondations de l'agence et soutenir sa prochaine phase de croissance.

Scope of work :

• Diriger et ameliorer continuellement l'experience d'onboarding et de formation des nouveaux employes afin que chaque equipe ait acces aux bons outils, a la bonne documentation, aux bons workflows et a des attentes claires des le jour 1.
• Etre responsable des outils operationnels de l'agence, des templates, SOPs et ressources partagees, tout en maintenant une source d'information centralisee fiable et coherente pour l'ensemble des equipes.
• Analyser les facons de travailler actuelles des equipes, identifier les inefficacites ou zones de friction, puis mettre en place des workflows plus scalables, pratiques et structures afin d'ameliorer l'execution et l'alignement a travers l'agence.
• Collaborer avec le leadership et l'equipe RH afin de soutenir les besoins d'embauche, evaluer la capacite des equipes, definir les besoins operationnels des roles et assurer une integration solide des nouvelles ressources.
• Amener davantage de rigueur et de visibilite dans le suivi du temps et l'utilisation des ressources en s'assurant que les heures soient bien loggees, en identifiant les risques d'overservicing et en soutenant une meilleure planification des ressources.
• Construire et maintenir une base de connaissances interne vivante regroupant les processus cles, le contexte client, les meilleures pratiques et la documentation importante afin de preserver le savoir operationnel au sein de l'agence.
• Maintenir une liste centralisee et fiable de fournisseurs et partenaires a travers les volets evenementiel, contenu et PR afin de permettre aux equipes d'avancer rapidement sans devoir reconstruire les relations externes a chaque projet.
• Etre responsable de la mise en place operationnelle des nouveaux clients en s'assurant que les dossiers, outils, templates et processus de kickoff soient bien structures des le depart.
• Gerer l'infrastructure de freelances et contractuels de l'agence en maintenant un bassin de talents qualifies et en s'assurant que l'onboarding, les contrats et la preparation operationnelle soient completes avant le debut des mandats.

Ton Profil :

• 6 a 9 ans d'experience en agency operations, business operations, project operations, delivery operations ou dans un role similaire au sein d'environnements rapides et orientes service
• Experience solide en PR, marketing, influence, evenementiel, services creatifs, production ou dans une entreprise de type agence ou plusieurs equipes, timelines et stakeholders doivent travailler en synergie
• Experience demontree dans la creation, l'amelioration et l'implantation de systemes internes, workflows et procedures operationnelles soutenant la croissance et l'efficacite des equipes
• Experience pratique avec des plateformes de gestion de projets, outils de time tracking, systemes de workflows, hubs de ressources partagees et reporting operationnel
• Bonne comprehension de la creation et maintenance de SOPs, templates, documents de formation, onboarding et documentation interne
• Experience a apporter plus de structure et de visibilite a la planification des ressources, au time tracking, a l'utilisation des equipes et a la preparation operationnelle
• Capacite a analyser les facons de travailler actuelles, identifier les inefficacites et transformer ces constats en ameliorations concretes et scalables
• A l'aise de collaborer avec differents departements et niveaux de seniorite, incluant leadership, RH, finance et team leads
• Experience en onboarding de nouvelles ressources, gestion de...