Director of Business Operations

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses.

We’re looking for a Director of Business Operations to join Relay’s Business Operations team, reporting to our VP of Operations. The team’s north star is to scale processes, making Relay’s business teams self-learning, AI-augmented, and faster than the market.

You’ll be the number two on the team, partnering across CX, Product, Data, Risk, Finance, and other business functions to identify the highest-impact opportunities and build the workflows, automations, operating cadences, and systems that move them. Your mission is to improve every other team’s north star metrics by transforming how the business runs.

This role will help build and scale Relay’s BizOps function across Customer Experience Operations, Product Operations, and Risk Operations. You’ll operate one altitude above functional ops, keeping teams focused on the highest-leverage work while ensuring they have the right processes, data, tooling, and accountability structures to execute effectively.

What You'll Be Doing

• Partner with the VP of Operations to identify, prioritize, and execute Relay’s highest-impact operational opportunities.

• Lead the BizOps function across CX Ops, Product Ops, and Risk Ops, including direct management of the CX Ops Lead and Product Ops Manager.

• Build and optimize operating cadences, processes, KPI structures, and accountability systems across BizOps-owned functions.

• Drive cross-functional projects with Data and business teams, including business quality scoring, customer data infrastructure, KPI taxonomy, and data quality.

• Design, deploy, and improve AI workflows, automations, and agent-driven processes using Claude and Relay’s existing tech stack.

• Own a quarterly BizOps roadmap, keeping senior stakeholders aligned on priorities, progress, tradeoffs, and measurable outcomes.

• Improve the north star metrics of the teams you support, including CX ticket volume, CSAT, one-touch resolution, Product Ops adoption, and other function-specific KPIs.

Who You Are

• You’ve led BizOps, Strategy & Operations, Product Ops, CX Ops, Risk Ops, or a similar function in a scale-up environment.

• You have hands-on experience designing and deploying AI workflows, automations, or agent-based processes that improved real business outcomes.

• You’re data-fluent: you can define KPIs, assess data quality, interpret trends, and use data to prioritize operational work.

• You’re a strong systems thinker who can connect people, process, tooling, data, and operating cadence into scalable ways of working.

• You’ve managed teams and operate as a player-coach, balancing strategic prioritization with hands-on execution.

• You can align senior stakeholders, push back when priorities drift, and keep teams focused on the highest-leverage work.

• You’re comfortable with ambiguity, zero-to-one work, and building the playbook while the business continues to scale.

The Interview Process

• Stage 1: A 30-minute Google Meet video call with a member of our Talent team

• Stage 2: A 45-minute Google Meet video call with the VP of Ops

• Stage 3: A 60-minute in-person interview with a member of the Leadership team

• Stage 4: A take-home case study followed by a 60-minute Google Meet video call with our team

Our Compensation Approach

We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle.

The annual salary range for this role is $184,500 - $225,500 CAD

For candidates who demonstrate full readiness for the defined scope of the role, the typical starting salary is $205,000 CAD. Offers below this point reflect candidates we believe can grow into the full scope of the role with support and development. Offers above this point reflect impact that meaningfully exceeds the role’s defined expectations or an expanded scope from day one.

We encourage you to have a conversation with your recruiter and ask questions about compensation throughout the hiring process. For more information on our compensation philosophy and perks and benefits, visit our Candidate Hub.

Why Relay Might Be the Perfect Fit For You

• You push relentlessly for reinvention: You're always asking "how can this be better?" -- in your work, in your craft, in yourself. Comfort is a signal to push harder, not coast. You'd rather build something better than defend something familiar.

• You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering.

• You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.

• You build with AI, not just use it: You're actively embedding AI into how you work, pushing what's possible, and bringing your team along with you.

• You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition, and you let your work speak for itself. 

• You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.

• You seek out feedback: You see directness as respect, not criticism. You actively seek input, sit with hard truths, and use feedback as fuel for improvement.

• Small businesses are why we're here: Relay exists to help them thrive -- and that mission has to resonate with you.

Join Us

We're looking for people who are relentless, curious, and care deeply about the work. You're encouraged to apply even if your experience doesn't perfectly match the job description -- your perspective and drive matter more. We welcome diverse backgrounds and people who think critically, challenge the status quo, and want to help small businesses thrive.

If you require accommodations at any stage of the hiring process, please reach out to your Talent Partner.

Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check and employment verification through Certn.