• Coordinate the daily activities of the End User Services team. • Monitor ticket queues, priorities, SLAs, escalations, and service performance. • Ensure support requests, incidents, and service tasks are handled effectively and delivered on time. • Act as a senior escalation point for complex end-user, identity, Microsoft 365, and access-related issues. • Help organize team workload, follow-ups, deliverables, and operational routines. • Support continuous improvement of support processes, documentation, and service quality. • Maintain clear communication with users, business stakeholders, IT leadership, and external vendors. • Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft 365 licensing. • Support Azure and Microsoft Entra ID administration, including users, groups, roles, enterprise applications, access policies, and identity lifecycle processes. • Manage and support single sign-on integrations using Entra ID. • Support modern authentication, MFA, conditional access, and access control best practices. • Support Windows domain environments, Active Directory concepts, hybrid identity, and endpoint access management. • Work with Microsoft 365, Azure, and SaaS vendors to troubleshoot issues and coordinate service changes. • Support endpoint management processes, including device lifecycle, configuration, compliance, and security controls. • Promote secure and standardized endpoint and access management practices. • Monitor and improve the use of the ticketing system, ensuring tickets are properly categorized, prioritized, assigned, and resolved. • Maintain and improve the IT knowledge base, ensuring documentation is concise, accurate, and up to date. • Create and maintain operational reports for IT leadership, including ticket trends, SLA performance, backlog, recurring issues, and team workload. • Support ITIL-aligned practices such as incident management, request fulfillment, problem management, and change management. • Participate in change management processes, ensuring changes are properly documented, assessed, approved, and communicated. • Support and coordinate IT projects related to Microsoft 365, identity, endpoint management, SaaS platforms, and support operations. • Assist with license management, renewals, usage reviews, cost optimization, and vendor performance tracking.

Title: Head/Senior Manager, Operations, Strategy & AI Location: Toronto ON CA Job Description: About Big Viking Games Big Viking Games is a Canadian gaming company focused on building, operating, and growing long-standing online game communities. Our games have entertained players for years, supported by loyal audiences, live operations, evolving content systems, product innovation, and deep player-driven economies. Our flagship titles, YoWorld and FishWorld, have served millions of players over their lifetime. These are enduring live-service virtual worlds with rich in-game economies, virtual goods, social interaction, and long-term player engagement at their core. We are entering a new phase of modernization and growth, with a focus on stronger operating discipline, better internal systems, practical AI adoption, cleaner workflows, improved reporting, and scalable processes that help our teams perform at a higher level. About the Role Big Viking Games is hiring an Operations Manager to help build and run the operational backbone of the company. This is a hands-on, high-ownership role for someone who can improve how the company operates day to day while also helping build better systems for the future. You will work across business operations, CRM administration, internal tools, workflow automation, vendor management, reporting, onboarding, documentation, and light technology coordination. This is not a traditional office administration role and it is not a pure IT role. The right person is an operator and systems builder. You should be comfortable identifying broken processes, creating structure, implementing tools, improving follow-through, and using AI to reduce manual work across the business. You will report to the COO and work closely with leadership across product, engineering, finance, HR, recruiting, live operations, customer support, and marketing. This is a hybrid role based in Toronto, with an expectation of working in office three days per week. Requirements Business Operations - Own and improve internal operating processes across the company. - Help create structure, visibility, and accountability around cross-functional work. - Support leadership with operational reporting, meeting follow-ups, task tracking, and execution rhythms. - Build and maintain SOPs, runbooks, workflows, and internal knowledge bases. - Identify operational bottlenecks and create practical solutions that improve speed, clarity, and consistency. - Coordinate cross-functional initiatives across leadership, product, engineering, HR, finance, support, and live operations. - Support department managers and work with SLT across the company in planning, internal communications, leadership meeting preparation, and follow-through on key decisions. - Help ensure important commitments, deadlines, and action items do not get dropped. Business Systems, Tech Stack, Tool Administration - Administer and improve key business systems, including CRMs, HRIS, CSM, JIRA, AI automations, project management, support, collaboration, documentation, and reporting tools. - Support software/tech stack hygiene, process design, fields, workflows, dashboards, pipeline visibility, and user adoption. - Help teams use tools properly so reporting is accurate and workflows are reliable. - Manage user access, permissions, licenses, configuration, and tool usage across systems such as Google Workspace, Slack, Jira, Zendesk, CRM platforms, Notion, Airtable, Asana, or similar tools. - Identify underused, redundant, or poorly configured tools and recommend improvements. - Partner with teams to improve how work flows through systems, from intake to execution to reporting. - Create lightweight dashboards, reports, and operational views that help leaders understand what is happening across the business. - Improve data quality, process compliance, and system reliability across internal tools. AI, Automation, and Workflow Improvement - Use AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve daily operations, documentation, reporting, research, and internal workflows. - Identify opportunities to automate repetitive work across operations, HR, recruiting, finance, support, product, and leadership workflows. - Build or coordinate lightweight automations using tools such as Zapier, Make, Google Apps Script, Airtable, Notion, or similar platforms. - Create AI-assisted workflows for meeting summaries, action tracking, SOP creation, ticket triage, CRM updates, reporting, and internal communications. - Help teams adopt practical AI workflows that improve productivity without creating unnecessary complexity. - Maintain clear documentation for automated workflows, system processes, and recurring operating tasks. - Continuously look for ways to reduce manual work, improve speed, and increase operational leverage. Vendor, Software, and Cost Management - Manage relationships with external vendors, service providers, and software partners. - Track renewals, contracts, costs, licenses, seat allocation, and vendor performance. - Optimize software spend by identifying unused seats, duplicate tools, or inefficient subscriptions. - Coordinate vendor transitions, onboarding, offboarding, procurement, and service reviews. - Support leadership with vendor comparisons, cost analysis, and recommendations. - Ensure business tools are being used effectively and that the company is getting value from its software stack. Onboarding, Offboarding, and Internal Support Support employee onboarding and offboarding across systems, tools, equipment, access, and documentation. Coordinate access setup, permission changes, license assignment, and account removal. Maintain hardware and device inventory, procurement records, and equipment lifecycle processes. Provide first-level internal support for common business systems, software access, account issues, and workflow questions. Coordinate light IT needs such as device setup, basic troubleshooting, office connectivity, and vendor escalation. Partner with external specialists when deeper technical support is required. Help keep the Toronto office operational, organized, and ready for employees, candidates, vendors, and visitors. What You Bring - 4+ years of experience in operations, business operations, revenue operations, systems administration, workplace operations, project coordination, or a similar role. - Experience working in a technology, gaming, SaaS, digital product, startup, or fast-moving business environment. - Strong hands-on experience administering business systems such as CRM, Google Workspace, Slack, Jira, Zendesk, Airtable, Notion, Asana, or similar tools. - Experience improving workflows, building SOPs, managing projects, and creating operational structure. - Strong comfort with AI tools and a practical understanding of how they can improve productivity, documentation, reporting, and execution. - Experience with CRM hygiene, process design, dashboarding, reporting, user adoption, or workflow configuration. - Strong organizational skills and the ability to manage multiple priorities without losing follow-through. - Clear communication skills with both technical and non-technical teams. - Strong judgment, discretion, and comfort working with company-sensitive information. - A hands-on ownership mindset and willingness to solve problems directly. - Ability to work independently, identify gaps, and create structure without waiting for detailed instructions. - Comfort with light technology coordination, access management, software setup, and vendor escalation. - Ability to work from our Toronto office three days per week. Nice to Have - Experience in gaming, live-service products, SaaS, digital products, or founder-led companies. - Experience with Salesforce, HubSpot, Monday.com, Airtable, Notion, Zendesk, Jira, Google Workspace, Slack, or similar platforms. - Experience building automations using Zapier, Make, Google Apps Script, Airtable automations, or similar tools. - Experience with reporting, dashboards, CRM operations, revenue operations, or business intelligence tools. - Experience supporting HR, recruiting, finance, customer support, product, or live operations teams. - Experience managing vendor transitions or bringing outsourced services in-house. - Experience with hardware inventory, device coordination, onboarding, offboarding, and basic office technology support. - Familiarity with security basics, access controls, password managers, SaaS permissions, and data hygiene. - Experience working with remote, hybrid, or distributed teams. Ideal Candidate Profile The ideal candidate is an operator who builds systems. They see where work gets stuck, where information is missing, where tools are not being used properly, and where manual processes should be replaced with better workflows. They are not looking for a narrowly defined admin role. They want broad ownership, exposure to leadership, and the ability to make the company run better. They can move between CRM cleanup, vendor follow-up, AI workflow design, onboarding support, reporting, documentation, and cross-functional coordination without losing quality or urgency. They are practical, organized, direct, and resourceful. They understand that operations is not just support. It is the system that helps the company execute. Benefits Compensation The expected base salary range for this role is CAD $105,000 to $125,000, depending on experience, systems capability, AI workflow experience, and overall fit. Candidates with strong CRM administration, business systems ownership, automation, and cross-functional operations experience will be considered at the higher end of the range. Benefits - Group Retirement Savings Plan matching and participation. - Comprehensive benefits package, including health, dental, and vision coverage. - Health and Wellness spending account. - Generous time off policies. - Opportunity to help build the operating system of a live-service gaming company. - Exposure to leadership, business operations, systems modernization, CRM, AI workflows, and cross-functional execution. - A high-impact role with meaningful ownership over how the company operates day to day.

Title: Manager, Player Development locations Remote - US time type Full time job requisition id JR14557 Job Description: At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It’s transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We’re not waiting for the future to arrive. We’re shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together. The Crown Is Yours Elevate everything we do on the VIP team and be at the forefront of change. As a Player Development Manager, you'll coach Player Development Executives and VIP Hosts to deliver premier services to our VIP players and increase net revenue through proactive sales tactics while promoting outstanding service to new and existing VIP customers. While leading this team, you'll drive innovation and implement optimal processes through thoughtful and strategic cross-functional work. What you'll do - Drive key VIP sales metrics, contributing to customer engagement, market share, and net revenue while maintaining and enhancing relations with existing customers. - Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance. - Work closely with Analytics teams to monitor reinvestment programs including promotions and other reward incentives by routinely checking reports and actual transactions. - Assist VIP leadership in developing and implementing sales training programs. - Participate in the escalation process including working with clients and other DK departments to resolve client cases. - Manage a high-performing team through coaching, actionable feedback, and a solutions-oriented approach. What you'll bring - Bachelor's degree in a related field with at least 5 years of experience in the Gaming, Hospitality, Sales, or Marketing industry. - At least 3 years of experience managing a sales team through effective communication, coaching, and performance management. - Strong understanding of the product line with an ability to identify and implement strategies that improve operational efficiency and revenues. - Experience in coaching a team to deliver quality customer experience and consistent sales techniques. - Must be able to obtain and maintain required State Gaming Licenses. #LI-AC2 Join Our Team We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role. The US base salary range for this full-time position is 108,800.00 USD - 136,000.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Role Description At Go1, Customer Success is about helping customers get real business value from learning, while building long-term, commercially healthy partnerships. We’re looking for a Customer Success Manager to own and grow a portfolio of mid-market customers across APAC. You’ll partner closely with Learning, HR, and People leaders to help them connect their workforce development goals to the value Go1 can deliver, from onboarding and adoption through to renewals, expansion, and strategic planning. This role would suit someone who enjoys the mix of relationship management, problem-solving, commercial ownership, and customer strategy. You’ll need to be comfortable working in a fast-moving remote environment, balancing competing priorities, building relationships across customer organisations, and taking ownership of outcomes, not just activity. What you’ll do: - Customer Success and Retention - Own and grow a portfolio of mid-market customers, acting as their trusted strategic partner. - Build strong, multi-threaded relationships across customer organisations, from day-to-day users through to executive decision-makers. - Lead onboarding, adoption, business reviews, and success planning to help customers maximise the value of their Go1 partnership. - Use customer insights, product usage, and business goals to identify risk, improve retention, and support successful renewals. - Help customers understand and adopt new Go1 products and capabilities as we continue to innovate. - Growth and Commercial Ownership - Identify and develop expansion opportunities across your customer portfolio. - Lead commercial conversations with confidence, including renewal and growth discussions. - Partner closely with Sales to support successful renewals, upsell, and expansion opportunities. - Use customer usage, organisational change, stakeholder insight, and business context to spot opportunities early. - Create proactive account plans that support customer value, retention, and growth. - Strategic Account Management - Engage confidently with multiple stakeholders across customer organisations, including senior leaders and executive sponsors. - Understand what is happening inside your customers’ businesses and use that context to shape account strategy. - Run strategic customer conversations that connect Go1’s platform to broader business outcomes. - Balance competing priorities across a portfolio of accounts and know where to focus your time for the greatest impact. - Ways of Working - Collaborate with Product, Marketing, Professional Services, Support, and Sales to improve the customer experience. - Bring customer insight back into the business to help shape how we support and grow our customers. - Use AI, data, and technology to work smarter, improve productivity, and deliver better customer outcomes. - Build strong internal relationships in a remote-first environment. - Contribute ideas, test new approaches, and help us continuously improve how we work as a Customer Success team. Qualifications - 3+ years’ experience in Customer Success, Account Management, Relationship Management, or another customer-facing commercial role. - A proven track record of managing renewals, retention, and revenue growth in a B2B SaaS or recurring revenue environment. - Strong commercial acumen, with the ability to connect customer objectives to business outcomes and growth opportunities. - Experience managing a portfolio of mid-market customers and balancing competing priorities. - Excellent relationship-building, discovery, and communication skills. - Confidence engaging senior stakeholders and executives. - Experience identifying customer risk, building action plans, and working cross-functionally to improve customer health. - A data-driven mindset, using customer insights, product usage, and business context to shape strategy and make sound decisions. - Curiosity, adaptability, and confidence experimenting with AI and technology to improve how you work and how customers succeed. - A proactive, self-starting approach, with the ability to operate well in a remote, fast-moving environment. - A collaborative, low-ego style and a strong sense of ownership. - Experience in HR tech, learning technology, workforce enablement, or B2B SaaS is a plus. Benefits - Annual bonus or commission plan. - Employee Stock Option Plan: Opportunity to share directly in our success through stock options. - Public Holiday Swap: Swap a public holiday for another preferred day. - Flexible Working: We are a fully remote organisation with team events and travel throughout the year. - Wellbeing & Learning Days: An additional five days of paid leave per year. - Learning Budget: $500 USD per financial year, plus access to additional Career Growth Budget. - WFH/Transport Budget: Monthly allowance for internet/phone expenses or public transport. - Home Office Setup Budget: One-off allowance for desk, chair and/or monitor. - Parental Leave: Minimum of 18 weeks paid parental leave for primary carers + 6 weeks paid parental leave for secondary carers. - Wellbeing Support: Access to counselling and wellbeing initiatives.