Pain BC Director of Operations

About You


You are a skillful leader in non-profit and/or public sector operations with experience supporting diverse teams across multiple functional areas. You have a demonstrated track record in the core operations functions: human resources and capacity management, planning, evaluation and reporting, financial management and budgeting, development and implementation of operational policies and processes, and management of IT and related systems. You have experience fostering collaboration and innovation within a unionized environment. You are attentive to detail and knowledgeable regarding compliance and regulatory realities. You recognize the role of the Operations team as a core support for the broader organization and foster a service-oriented culture among the team members. You have excellent presentation, communication and organizational skills, being both process-oriented and results-driven.


You are at ease working collaboratively with people from a wide range of backgrounds, lived experiences, and social contexts and embrace Pain BC's practice of engaging people with lived experience in all domains of the organization. You demonstrate a commitment to equity, diversity and inclusion and translate that commitment into action through behaviour, policies and practices.

About the Role


The Operations Director is accountable to the Executive Director for developing, managing and reporting on the annual operational plan and budget. The role is responsible for working with members of the Senior Leadership and Operations Teams to ensure that human and financial resources are appropriately allocated and managed; that an efficient and effective work environment is maintained through organizational policies, practices and procedures, internal communications and training; that IT and other infrastructure meets the organization’s needs; and that Pain BC’s internal operations support our mission and strategic priorities. The Operations Director assists the Executive Director with risk management and governance processes.


What you bring:



  • Formal training and/or certification in related field preferred: business, HR, MBA or other relevant field

Required Experience

  • Minimum of 10 years of experience in operational and/or project management

  • Minimum of 10 years people management, including management in a unionized environment, and organizational leadership experience

Core Competencies

  • Leading – Embodies and reinforces the defined organizational values and models the desired behaviours. Provides timely and appropriate direction and mentorship/coaching to staff. Leads and/or coordinates cross-functional teams to execute strategy. Plays a facilitative, collaborative role on the Senior Leadership Team and provides leadership to the Operations Team. Embraces Pain BC’s role in enhancing the lives of people in pain.

  • Planning and budgeting – Leads the annual operational planning process for the organization, in collaboration with the portfolio/operations teams and relevant stakeholders. Accountable for all aspects of Pain BC’s finances (payroll, bookkeeping, budget development, cash flow etc.) in collaboration with the Finance Manager who is responsible for annual budgeting and day-to-day financial management. Adjusts plans and budget in response to emerging issues and performance vs objectives. Assesses return on investment for specific initiatives.

  • Operational and project management – Ensures that operations are adequately resourced and that the organization is properly equipped with the necessary human resources, training, tools and infrastructure. Pursues process improvement opportunities and oversees codification of relevant internal policies and procedures. Manages facility-related issues (sub-leases, building management liaison, co-working spaces). Ensures that the organization’s IT needs are met and that systems meet both operational and regulatory requirements.  Oversees project management functions and monitors capacity for concurrent projects across the organization.

  • Risk management – Ensures the timely completion of financial and regulatory reporting and that all statutory requirements are met. Acts as the primary point of contact with counsel for legal reviews. Leads the annual insurance review to align coverage with existing and emerging needs. Encourages thoughtful risk-taking where appropriate and facilitates continuous quality improvement and growth across the organization. 

  • Human resource management – Ensures compliance with Pain BC's Collective Agreement and relevant human resource policies and supports a positive labour relations climate across the organization. Leads processes and policy development/implementation related to grievances, should they arise. Ensures that organization-wide systems and processes are in place to support effective hiring, onboarding, engagement, performance management and exit processes. Supports the Executive Director and Senior Leadership Team in furthering Pain BC’s culture and in supporting progressive approaches to performance management across the organization. Oversees human resources administration including benefits plans and contracts.

  • Governance and strategy support – Supports the Executive Director to ensure that the organization’s governance processes are in keeping with best practices and meet all regulatory requirements. Ensures that governance records are appropriately maintained. Collaborates with the Executive Director to ensure that strategy and planning are effective at both governance and operational levels. Contributes to planning processes with a focus on resource allocation, capacity management and organizational effectiveness.

  • Monitoring and reporting – Collects data, analyzes performance results and oversees the creation of regular operations and budget reports for the Executive Director, funders and the Board of Directors. Leads the development and implementation of evaluation across the organization. Uses data to inform decisions and adapt plans/budgets.

  • Performance management – Assists in bringing out the best performance in others through coaching and mentoring. Implements Operations portfolio-specific performance management, including setting expectations, on-going feedback, professional development and recognition. Ensures development plans for staff are encouraged and relevant and that any disciplinary action is appropriate, executed professionally and adheres to Pain BC's Collective Agreement.

Key skills, knowledge, abilities

  • Communication – Demonstrates skillful and adaptive communication skills, using the appropriate medium and frequency for messaging. Responsible for protecting confidential information and conversations.

  • Collaboration – Able to work well with others, share power and decision-making when appropriate, and co-develop initiatives with a diversity of internal and external stakeholders. Displays a service orientation to the portfolio teams. 

  • Values and Culture – Understands and models the desired values. Recognizes others for effectively integrating culture into day-to-day practices.  Supports a collaborative and constructive labour relations climate.

  • Discernment – Demonstrates the use of discretion as well as sound and practical judgement.

  • Planning – Able to effectively develop and implement plans in operational, project and governance domains, as well as to adapt plans based on new information. Applies Pain BC’s criteria for project selection.

  • Decision making and problem solving – Able to collect and use data to inform decisions. Demonstrates the ability to make tough or unpopular decisions. Empowers and encourages others to problem solve and make decisions within their scope. Recognizes when an issue requires escalation and takes appropriate action.

  • Leadership – Able to work with others to bring out the optimal performance. Establishes and maintains productive working relationships upward, down, and across the organization and with external stakeholders.

  • Technical and administrative skills – Proficiency with project management, IT systems, financial and facilities management and core HR functions, including familiarity with collective bargaining and adherence to collective agreements.

  • Regulatory context and governance familiarity – Knowledge of regulatory requirements in a non-profit, charitable context. Familiar with governance best practices and working with Boards of Directors.

  • Proficiency with a virtual working environment (MS office suite, CRM, slack, zoom) 


Salary, Hours and Location of Work


This is a full-time, work-from-home position (37.5 hours a week) with flexible hours given that the role will be interacting with partners across multiple time zones. The Director must be able to attend in-person meetings in the Lower Mainland of BC. Infrequent interprovincial travel may be required. The salary for this position ranges from 85,000 to 111,000 with 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.


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.


If this sounds like you, please apply using through the Indeed posting or Posting closes November 25th, 2022. No phone calls please.