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Agency Operations Manager, AI & Transformation

BGBx
Toronto, CAN
Full Time
Manager
5 days ago
Agency OperationsAI EnablementProcess ImprovementChange ManagementProject ManagementSOP Creation
Free

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Agency OperationsAI EnablementProcess Improvement
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About Us

  • At BGBx, we're driven by a simple idea: breakthrough thinking creates breakthrough impact.
  • We are an independent commercial solutions partner to pharmaceutical and life science companies.
  • Our teams work across consulting and communications to help clients shape strategy, launch innovations, engage stakeholders, and drive meaningful results.

Position Overview

  • The Agency Operations Manager, AI & Transformation will play a critical role in driving operational excellence and organizational adoption of agency wide transformation initiatives.
  • This role will focus on executing AI enablement programs, developing and maintaining SOPs, and leading change management efforts.
  • This individual will serve as a key operational partner responsible for translating strategic initiatives into actionable programs.

AI Enablement & Operational Execution

  • Partner with the Associate Director of Agency Operations to execute agency wide AI initiatives and transformation programs.
  • Support the rollout, implementation, and adoption of approved AI tools, workflows, and best practices across teams.
  • Develop and maintain AI playbooks, process documentation, training materials, and user resources.
  • Coordinate training sessions, office hours, and enablement programs to support employee adoption.
  • Track adoption, utilization, and effectiveness metrics and provide regular reporting to leadership.
  • Gather employee feedback and identify opportunities to improve AI enabled workflows and user experience.
  • Serve as a day to day resource for teams navigating new AI powered processes and ways of working.
  • Support AI governance efforts by ensuring adherence to agency policies, compliance requirements, security protocols, and approved usage guidelines.

Process Excellence & SOP Management

  • Develop, document, maintain, and continuously improve agency standard operating procedures and workflow documentation.
  • Create and manage a centralized operational knowledge base and SOP repository.
  • Partner with department leaders to standardize processes and ensure consistency across teams.
  • Identify process gaps, inefficiencies, and opportunities for operational improvement.
  • Support the implementation of new workflows, tools, and operational standards across the agency.
  • Establish governance and review processes to ensure SOPs remain current and effective.

Operational Project Management

  • Manage operational improvement projects from planning through implementation and stabilization.
  • Facilitate cross functional meetings, working sessions, and project teams.
  • Develop project plans, timelines, status reports, and executive ready updates.
  • Track milestones, risks, dependencies, and outcomes across multiple initiatives.
  • Support agency leadership in executing strategic operational priorities and transformation efforts.

Knowledge Management & Organizational Learning

  • Own and maintain the agency's operational knowledge management ecosystem, including SOP repositories, AI resource centers, training libraries, and change communications hubs.
  • Establish standards and governance for documenting, organizing, and maintaining operational knowledge across the agency.
  • Ensure SOPs, AI guidance, training materials, and best practices remain current, accessible, and aligned with evolving business needs.
  • Partner with department leaders and subject matter experts to capture institutional knowledge and operational best practices.
  • Develop scalable frameworks for onboarding, training, and continuous learning related to agency processes and AI enabled ways of working.
  • Create mechanisms for sharing lessons learned, success stories, and emerging best practices across teams.
  • Monitor utilization of knowledge management resources and continuously improve content organization, accessibility, and user experience.
  • Serve as a champion for knowledge sharing, operational transparency, and continuous learning throughout the agency.

Qualifications

  • 5+ years of experience in agency operations, business operations, project management, process improvement, or organizational change.
  • Experience supporting large scale operational, technology, or transformation initiatives.
  • Demonstrated expertise in SOP creation, process documentation, and workflow optimization.
  • Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
  • Exceptional communication, facilitation, and stakeholder management skills.
  • Experience supporting AI enablement, digital transformation, automation, or technology adoption initiatives (preferred).
  • Experience working in a healthcare communications, marketing, advertising, or professional services environment (preferred).
  • Understanding of AI governance, compliance, risk management, and responsible use practices (preferred).

Salary Range

  • CAD 100,000 CAD 130,000 CAD

What We Offer

  • Competitive rewards package including health care insurance, retirement plans, generous paid time off and holidays, wellness benefits, life insurance, learning and development opportunities.
  • A culture built on collaboration, innovation, inclusion, and the opportunity to make a meaningful impact on healthcare.

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