Director of Business Operations

Relayfi Inc.

Job Overview

Location

Toronto, ON

Job Type

Full-time

Full Job Description

📋 Description

• Partner with the VP of Operations to identify, prioritize, and execute Relay’s highest-impact operational opportunities across Customer Experience, Product, and Risk functions.
• Lead the Business Operations function, including direct management of the CX Ops Lead and Product Ops Manager, ensuring alignment with company-wide north star metrics.
• Build and optimize operating cadences, processes, KPI structures, and accountability systems across BizOps-owned functions to enable scalable, self-learning teams.
• Drive cross-functional projects with Data, Finance, Risk, and Product teams to improve business quality scoring, customer data infrastructure, KPI taxonomy, and data quality.
• Design, deploy, and continuously improve AI workflows and agent-driven automations using Claude and Relay’s existing tech stack to enhance operational efficiency.
• Own and communicate a quarterly BizOps roadmap, keeping senior stakeholders aligned on priorities, progress, tradeoffs, and measurable outcomes.
• Improve key performance indicators for supported teams, including CX ticket volume, CSAT, one-touch resolution, and Product Ops adoption rates.
• Operate one altitude above functional teams to ensure focus on highest-leverage work while embedding the right processes, tooling, data, and accountability structures.
• Transform how Relay’s business runs by building systems that reduce guesswork, increase clarity, and turn cash flow into a strategic signal for business owners.
• Act as a player-coach, balancing strategic prioritization with hands-on execution in a fast-scaling startup environment.
• Navigate ambiguity and zero-to-one work by building playbooks and processes while the business continues to scale rapidly.
• Align senior stakeholders, push back on misaligned priorities, and maintain focus on impact-driven outcomes over noise or recognition.
• Embed AI into daily workflows not just as a tool, but as a core component of operational design and team enablement.
• Measure success by tangible improvements in team metrics, not by activity or effort alone.
• Foster a culture of relentless reinvention, where comfort is a signal to push harder and familiarity is challenged in favor of better solutions.
• Operate with autonomy, taking initiative on complex problems without predefined playbooks and collaborating to shape the best path forward.
• Embrace direct feedback as respect, actively seek input, and use hard truths as fuel for personal and team improvement.
• Ensure all operational work directly supports Relay’s mission: empowering self-made business owners with clarity, confidence, and control over their finances.

🎯 Requirements

• Led BizOps, Strategy & Operations, Product Ops, CX Ops, or Risk Ops in a scale-up environment
• Hands-on experience designing and deploying AI workflows, automations, or agent-based processes that improved real business outcomes
• Data-fluent: ability to define KPIs, assess data quality, interpret trends, and use data to prioritize operational work
• Strong systems thinker who connects people, process, tooling, data, and operating cadence into scalable ways of working
• Managed teams as a player-coach, balancing strategic leadership with hands-on execution
• Comfortable with ambiguity, zero-to-one work, and building processes while scaling a fast-growing business

🏖️ Benefits

• Annual salary range of $184,500 - $225,500 CAD, with typical starting salary at $205,000 CAD for full readiness
• Compensation tied directly to impact, with adjustments not limited to annual review cycles
• Autonomy to solve big challenges with freedom to take initiative and risk
• Opportunity to embed AI into core operational workflows and push what’s possible
• Culture that values impact over noise, substance over recognition
• Support for continuous growth through feedback and direct communication

Skills & Technologies

Onsite

$184k-225k

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Relayfi Inc.

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About Relayfi Inc.

Relayfi is a fintech company that provides a platform for managing and optimizing financial workflows for businesses. Their solution focuses on automating accounts payable and receivable processes, offering features such as invoice processing, payment execution, and reconciliation. By integrating with existing accounting systems, Relayfi aims to reduce manual effort, minimize errors, and improve cash flow management for its clients. The company operates within the business process automation and financial technology sectors, serving a range of industries that require efficient financial operations.

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