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

Transparent, 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

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📌 Operations Manager (Manitoba)
🏢 Rocket Financial
📍 Manitoba