Job Description

Manager, Operations - [Remote]

Reports to:

Director, Business Operations

Type:

Full-time, Regular

Location:

Remote, Canada

About Castlemain

At Castlemain, we help people understand, access, and engage with class action settlements and community programs. Our work begins with claimants, ensuring they are supported with trauma-informed, culturally grounded communications and backed by expert project management and community-focused care.



Whether we're delivering national noticing campaigns, providing direct claimant support, or partnering on community program building, we work with law firms, governments, Indigenous organizations, and administrators on national programs that ensure results.



Communication and community support is about more than sharing information -- it's about supporting well-being, healing, and connection. That's why our programs are designed to respect the dignity of community members and support the wellness of everyone involved.



With more than 200 team members, many of whom are Indigenous, we deliver services in English, French, and several Indigenous languages across the country, ensuring people are heard, respected, and supported.

About the Role

This role will be largely dedicated to a new, confidential settlement project.



Castlemain's role in implementing the confidential settlement is to provide navigational supports to Class Members in the Claims Process. Our guiding objectives are to ensure that every Claimant has the opportunity to access, understand, and respond to the Settlement Agreement notice, as well as receive the necessary assistance for completing and submitting their claims. Furthermore, we are dedicated to ensuring that Claimants are well-informed about the wellness support and resources available to them.



The Manager, Operations will partner with colleagues across the business to understand and deliver the operational aspects of confidential settlement and other programs, ensuring that key success factors are met on time and within budget. This role offers the opportunity to make a substantial impact on the operational efficiency and success of significant client projects in addition to cross-company operational initiatives and business management.



This role requires strong collaborative skills, an ability to manage and balance multiple demands and a proactive approach to problem-solving. Our ideal candidate is an effective communicator, who is adaptable, self-starting and process driven, playing a critical role in our growth and evolution.

Responsibilities

Partner with internal teams to ensure effective service delivery from internal functions including Finance, HR and IT. Work collaboratively with the project team to develop and implement critical program processes and workflows, including processes directly related to community-facing service delivery. Work directly with service design and delivery partners to bring an operational, data-driven approach to proactively identify and solve complex challenges Help manage resourcing, and profitability. Contribute to projections and reporting. Identify and solve problems. Develop, own, and improve processes. Document and share learnings. Help manage the program budget including reviewing and approving expenses, preparing monthly client invoices, reporting on budget burn. Assist with ad-hoc tasks as needed such as supply procurement and booking travel. Communicate and occasionally present to diverse group of stakeholders.

Qualifications

Required:

5-7 Years operations generalist experience, covering Business Operations, Human Resources, and Finance. Experience leading internal initiatives that have directly supported operational efficiency Passion for community-centred programs with a focus on reconciliation and partnership with Indigenous communities Ability to travel across Canada. Travel may make up to 20% of the role with individual trips of up to 7-10 days in duration (one trip every 2-3 months). Successful criminal background and vulnerable sector check.

Desirable:

Experience scaling projects, teams, or businesses in a start-up or high growth environment. Experience working directly with Indigenous communities. Working proficiency in French.

Skills

Well-honed interpersonal and communication skills required to work collaboratively with a successful track record in working with stakeholders at all levels; Strong financial and business acumen. Proven organizational and time management skills. Exceptional attention to quality, accuracy, and detail. High level of critical thinking, analysis, and reasoning skills to lead operational excellence; Business minded recommending strategic solutions to the leadership team and leading implementation; Ability to prioritize and effectively deliver on a complex portfolio of work meeting deadlines and budgets, while ensuring high quality work. Proven ability to deliver results working independently or within a team environment; Competence in computer applications including word processing, spreadsheets, and presentations; High level of integrity, confidentiality, and accountability

More generally, we are looking for someone who:

Demonstrates a passion for learning, both to improve your skill set as well as develop a better understanding of our clients and our company; Is not afraid to roll up their sleeves and do what it takes to bring concepts to life.

Compensation

Base Salary Range: $75,000 - $90,000

Company Benefits

Health, dental, life, and disability coverage Employee Assistance Program (EAP) Flex Health Spending Account (MyHSA) Cell phone benefit 3 weeks of vacation (accrued annually) All health, dental, EAP, and flex benefits are 100% employer paid

Application Process

Qualified candidates are invited to submit their resume and cover letter, highlighting their relevant experience and interest in this position.

An Equitable Employer

Castlemain is committed to advancing equity, diversity, and inclusion in all its forms -- a commitment that enriches our company culture, strengthens the ideas we generate, and enhances the quality of service we provide to our clients.




We encourage applications from Indigenous peoples, racialized communities, women, persons with disabilities, LGBTQ2S+ people, and others from historically marginalized groups.




Castlemain is committed to providing employment accommodations under the Human Rights Code and Accessibility Disabilities Act. If you require accommodation during the recruitment process, please inform us -- we will work with you to meet your needs.