ABOUT PAIN BC

Pain BC is an internationally-regarded charitable organization working towards a future where no one is alone with pain. We enhance the well-being of people who live with pain through empowerment, care, education and innovation. Our roots are in BC, where we offer a range of programs with and for people who live with pain, run education programs for health professionals and where we work with partners to improve health and social systems. In addition to our BC operations, we are the creator and “backbone” of Pain Canada, a national action network comprised of diverse partners working collaboratively on the implementation of the Action Plan for Pain in Canada; through Pain Canada, we are scaling programs and impact from coast to coast to coast.

ABOUT THE ROLE

The Operations Lead – Business Systems and Data is accountable to the Director of Operations for developing, implementing, maintaining and continuously improving Pain BC’s systems, technology and information infrastructure.

Working across all Pain BC portfolios, the Operations Lead understands operational needs, identifies opportunities for improvement, designs practical solutions and coordinates their implementation. The work spans business systems administration, operational reporting, data management, technology coordination and staff enablement. As a key internal resource for operational systems and technology, the Operations Lead helps staff use organizational tools effectively while ensuring that information and systems are secure, documented, accessible and aligned with organizational needs. The role has no direct reports and directs the contracted IT service provider and software vendors on a task and project basis.

The duties outlined below may vary depending on organizational needs and project requirements.

KEY RESULT AREAS

- Technology & Systems Administration – provides day-to-day administration and coordination of Pain BC’s organizational technology and business systems, including Microsoft 365, SharePoint, Slack, Zoom, Salesforce and Smartsheet. Administers user accounts, permissions, access and configurations within delegated administrator roles; coordinates employee onboarding and offboarding across all platforms; maintains the inventory of systems, licences and organization-issued devices and the systems governance register; and coordinates periodic access reviews with System Owners. Supports cybersecurity, data protection, backup verification and restoration testing, and business continuity practices. Acts as an internal point of contact for technology questions, coordinating escalation with external providers.
- Systems Implementation & Projects – coordinates the implementation, migration, configuration and optimization of organizational systems and software. Gathers and documents business and technical requirements; coordinates testing, user acceptance, documentation and staff training; supports data migration and integration; and evaluates existing systems to recommend improvements, replacements, consolidation or automation, considering cost, risk, usability, security and sustainability.
- Data, CRM & Information Management – supports the administration and ongoing improvement of organizational databases, CRM and information management systems. Establishes and maintains data management standards, processes and documentation, and supports data quality, deduplication, permissions, retention, archiving and information security in accordance with applicable policies and legislation.
- Reporting & Operational Insights – develops and maintains operational reports, dashboards and tracking systems to support decision-making.



Coordinates recurring operational reporting, prepares and submits reports for assigned funders in collaboration with the Fund Development Lead, and identifies opportunities to automate reporting and reduce manual administrative work.
- Staff Enablement & Internal Support – develops and maintains staff-facing documentation, guides, SOPs and training resources. Provides onboarding and systems training, supports staff in adopting organizational technology, and develops scalable solutions to recurring challenges rather than relying solely on one-to-one support.
- Vendor & Partner Coordination – coordinates relationships with external technology, software and operational service providers. Supports vendor selection, requirements gathering, implementation, issue resolution and service evaluation, and maintains documentation of vendor services, contracts, licences, points of contact and renewal dates.

KEY RELATIONSHIPS

- Reports to the Director of Operations
- Works closely with the Operations team, including the Operations Coordinator, Finance Manager and Project Manager
- Supports all Pain BC portfolios and staff, and collaborates with leadership and portfolio leads to identify and address operational needs
- Directs the contracted IT service provider and software vendors on assigned tasks and projects
- Builds effective working relationships with external technology providers, software vendors, service partners and other organizational stakeholders

WORK ENVIRONMENT

Where work is completed: primarily remote, with meetings and in-person activities as required at Pain BC’s office or other locations. Occasional work outside regular hours may be required to complete system changes, migrations or maintenance with minimal disruption to staff, in accordance with the Collective Agreement.

The work environment is:

- Dynamic
- Accountable
- Collaborative
- Flexible
- Driven
- Inclusive

POSITION REQUIREMENTS

EDUCATION

- Post-secondary education in Business Administration, Operations Management, Information Systems, Data Management, Non-profit Administration or a related field; or an equivalent combination of education and experience.

EXPERIENCE

- Three to five years’ experience in operations, business systems, technology-enabled process improvement, project coordination or a related field
- Experience administering or supporting organizational technology and business systems, including Microsoft 365 administration (user accounts, Teams, SharePoint)
- Experience administering several distinct SaaS platforms (for example CRM, learning, email marketing, workflow and collaboration tools) in an organization without dedicated IT staff
- Experience with CRM, databases, reporting tools and collaboration platforms
- Experience coordinating technology or systems implementations, migrations or process improvement projects
- Experience working with vendors or external service providers
- Working knowledge of privacy and information-security practices, including applicable Canadian privacy legislation, an asset
- Non-profit experience an asset
- Experience with fund development systems and funder reporting an asset

KEY SKILLS, KNOWLEDGE AND ABILITIES

- Strong interpersonal and communication skills,



with the ability to work effectively with staff at different levels of technical knowledge and across organizational functions
- Strong analytical and problem-solving skills, attention to detail, and the ability to identify root causes and develop practical solutions
- Confidence working with a range of technology platforms and the ability to learn new systems quickly; able to translate organizational requirements into practical technology solutions without advanced programming expertise
- Understanding of data quality, information management, system permissions and reporting, and of the relationship between organizational processes and business systems
- Structured approach to project coordination, including requirements gathering, documentation, timelines, stakeholder communication, implementation and follow-up
- Ability to develop clear documentation and training resources and to communicate technical or procedural information in an accessible way
- Strong time management, prioritization and organizational skills, with the ability to manage competing priorities and work independently

WORK BEHAVIOURS

- Cultivates positive working relationships (internally and externally) based on shared goals.
- Takes initiative to identify and address operational and systems issues.
- Demonstrates an adaptive and continuous-improvement mindset.
- Balances organizational needs, staff experience, cost, risk and sustainability when developing solutions.
- Encourages collaboration and knowledge sharing.
- Communicates clearly and proactively with stakeholders.
- Demonstrates empathy and responsiveness to internal and external interest-holders.
- Promotes secure, responsible and effective use of organizational systems and information.
- Supports a safe, healthy and inclusive work environment.

SALARY, HOURS AND LOCATION OF WORK

This is a full time (1.0 FTE), permanent position in the BCGEU bargaining unit, covered under the Pain BC-BCGEU Collective Agreement. Work is primarily remote, with in-person meetings as required. This position includes a competitive benefits package including four weeks of paid vacation, health and dental coverage with a flexible health spending account, a remote-work stipend and an employer-provided RRSP match.

SALARY:

Starting salary: $70,358.09 annually

Salary Range: Step 1 – Start $70,358.09 to Step 8 – $80,819.33

New hires must start their salary at $70,358.09 annually according to the Pain BC-BCGEU Collective Agreement.

JOB CLASSIFICATION: Lead, Operations – Lead 3 (subject to Union review)

DEPARTMENT: Operations

POSTING END DATE: Until filled

JOB TYPE: Full-time, Permanent

The classification of this position is subject to review by the BCGEU in accordance with the Pain BC-BCGEU Collective Agreement. If the classification changes as a result of that review, the salary range will be adjusted accordingly.

Pain BC is committed to the principles and practices of an inclusive and equitable employer. We encourage applicants from communities which are structurally marginalized based on race, religion, nationality, sex, age, disability, sexual orientation, gender identity and/or expression. Lived experience with chronic health conditions and equity-seeking communities is considered an asset to this role.

Pay: $70,358.09-$80,819.33 per year

Application question(s):

- Do you have a Post-secondary education in Business Administration, Operations Management, Information Systems, Data Management, Non-profit Administration or a related field; or an equivalent combination of education and experience?

Experience:

- operations or business systems: 3 years (required)

Location:

- Canada (required)

Work Location: Remote

📌 Operations Lead – Business Systems and Data (Full-time, Permanent) (Canada)
🏢 Pain BC Society
📍 Canada