At Viral Nation, we specialize in building social-first ecosystems for brands to connect with the modern consumer journey. Our integrated solutions align strategy, talent, media, and technology with culturally relevant creativity to scale the world’s fastest-growing digital brands. Viral Nation offers a fluid, creative, and growth-oriented environment that will support your ambitions to apply your talents in an open, collaborative, and fast-paced culture. Our ability to stay at the forefront of the industry has fuelled our success and will guide us in paving the path forward. We’re driven to push boundaries and think beyond today to deliver strategies, and we’re just getting started.

While we continuously exceed our goals, we need your help – our success is only as great as our people. Strong performance leads to high expectations, and we must keep raising the bar!

Position Overview: This is a pivotal role designed for an individual who excels in a fast-paced, high-growth environment. You will act as the key deputy to the VP of Operations, taking ownership of the daily operational workflow, triaging priorities, and empowering our teams to execute flawlessly. Your success in this role will directly enable senior leadership to focus on strategic sales and client growth initiatives. If you are a proactive, results-oriented operator who loves to build, streamline, and make an immediate impact, this is your opportunity to shine.

For this role, you will be required to be in the office a minimum of 4 days a week. Our office is located at: 400-2680 Skymark Ave., Mississauga, ON L4W 5L6 Canada Responsibilities: Operational Oversight

• Oversee the day-to-day operational queue, ensuring that all client and internal requests are triaged, assigned, and actioned efficiently.
• Develop and implement streamlined workflows for service deployment, reducing bottlenecks and accelerating delivery timelines.
• Proactively identify and address process gaps, establishing new SOPs to improve cross-functional collaboration and efficiency.
• Provide immediate support to senior leadership, handling various ad-hoc requests and administrative tasks to maintain operational flow.

Scoping and Deal Architecture

• Support the development of proposals (RFPs, RFIs) and new business opportunities, including complex scoping exercises.
• Manage the operational response to new deals and client requests, ensuring responses, resources and services are deployed immediately and effectively.
• Assist sales and Business Development (BD) teams in positioning offerings and explaining strategic approaches.
• Handle contract-related work and manage a varying volume of scopes.
• Translate client requirements and deal structures into actionable operational plans for internal teams.
• Ensure all scoped services are properly documented and seamlessly handed off to the appropriate delivery teams post-sale.

Project Planning and Execution

• Monitor project backlogs and resource allocation across teams to ensure timely project delivery in partnership with the PMO.
• Execute and oversee a high volume of project scopes, adapting quickly to changing requirements and urgent deadlines.
• Facilitate clear communication and manage expectations with internal stakeholders, ensuring everyone is aware of timelines, dependencies, and responsibilities.
• Coordinate internal resources and gather necessary materials for project initiatives as directed by the VP, Operations.

Financial and Resource Management

• Possess strong analytical skills to interpret numbers and understand financial implications, crucial for decision-making.
• Lead post-mortems on major projects to identify process improvements for resource optimization.
• Track and manage progress against key performance indicators (KPIs).

Collaboration and Communication

• Collaborate with Finance for data reporting and alignment.
• Participate in weekly operational check-ins with COEs and Finance to ensure progress against KPIs.
• Work cross-functionally with various teams (e.g., Strategy, BD, Client Services) to gather information, align on objectives, and ensure effective project delivery.

Leadership & Mentorship

• Support comprehensive training and mentorship to account managers, supervisors, and the strategy team to foster their growth and independence.
• Act as a subject matter expert and guiding teams on the effective use and management of AI tools for the purpose of creating efficiencies in the workflow.
• Cultivate high-performing individuals by providing opportunities for shadowing and immersive learning within the organization.
• Analyze operational data to provide actionable insights and recommendations to leadership for continuous improvement.

Process Optimization and Risk Management

• Optimize internal workflows to meet Service Level Agreements (SLAs) and reporting standards.
• Implement tools and workflows to proactively flag operational risks, such as under-utilization or missed deadlines.
• Track SLA compliance on task delivery and ensure backlog completion adheres to the established reporting cadence.
• Develop and implement repositories and automated solutions to streamline processes and improve knowledge management.

Standardization of Processes and Reporting

• Support the evolution of process playbooks to ensure PMO team members follow standardized workflows.
• Maintain and build on knowledge repositories to ensure consistent and accessible information across the organization (e.g., RFI answers).
• Contribute to the standardization and refinement of job descriptions and operational guidelines.
• Develop and maintain dashboards to track key operational metrics, including team capacity, project velocity, and service-level agreement (SLA) adherence in partnership with the PMO.

Qualifications and Skills:

• 5+ years in project management or PMO roles.
• Strong understanding of backlog reporting and operational cadences.
• Experience managing cross-departmental workflows and resourcing.
• An analytical and data-driven mindset to identify opportunities for improving team efficiency.
• Adept at navigating ambiguity and periods of high growth, keeping operational priorities aligned and on track.
• A natural collaborator and communicator who can effectively manage stakeholders and bridge the gap between internal teams like sales and strategy.
• An interest in and familiarity with modern AI tools and platforms that can be used for workflow optimization.

Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.