Operations Manager

Rocket Financial Inc; Canada; Remote; CAD 100,000 - 120,000; Full time

Benefits offered by this job

4 weeks paid time off

100% remote

Job summary

Rocket Financial Inc. is seeking an Operations Manager to build and run the operational backbone for our growing B2B SaaS platforms. You will own day-to-day operations, application and customer support, and help enforce compliance with the Compliance team.

This hands-on generalist role requires creating processes from scratch, coordinating with engineering, product, and vendors, and maintaining incident communications and SOPs across platforms.

Qualifications

• Minimum of 3 years in operations, customer support, or a related operational role.
• 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 is a strong plus
• Clear, calm communicator — will deliver incident or issue updates to customers and internal stakeholders

Responsibilities

• 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
• Serve as the first point of triage for platform issues
• 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
• Ensure required compliance steps are completed before accounts go live or transactions proceed
• Escalate any compliance-relevant events promptly to the Compliance Officer
• Maintain a standing weekly sync with the Compliance Officer to review enforcement gaps and upcoming launch readiness
• Own or oversee customer support operations across all platforms, including ticket triage and response SLAs
• Handle disputes and fraud-related inquiries in line with timelines and coordination with Compliance
• Build and maintain support escalation tiers
• Track and report on support volume and resolution metrics across platforms

Skills

Operations management

Customer support

Compliance enforcement

Process documentation

Cross-functional collaboration

Incident management

Job description

Operations Manager | Rocket Financial | 100% Remote (Canada) | $100,000–$120,000 CAD

Rocket 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: https://rocketfncl.com/

• 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 SUMMARY

Rocket 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 RESPONSIBILITIES

Day-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