Head of Operations & Customer Success

Our client is Canadas premier legal and immigration platform pairing a 50-year profitable foundation with an AI-native operational model. With millions of monthly visitors and 5x growth in the past six months they are scaling from 60 to 100 team members to build the countrys largest consumer law firm.

They are hiring a Head of Operations & Customer Success to report directly to the COO with full ownership over people operations and customer success across five practice areas.

Why You Should Join

• Direct Executive Autonomy: Step into a blank-canvas leadership role reporting directly to the COO with zero bureaucratic red tape.
• Exceptional Growth & Stability: Experience hyper-growth (5x in 6 months) backed by the resilience and cash flow of a profitable non-VC-funded business.
• AI-First Mandate: Real authority to deploy automation tools and AI workflows rather than defaulting to hiring more headcount.
• Total Compensation: CAD $160000 $180000 base salary outcome-based bonus (OTE CAD $200000) flexible vacation and comprehensive health dental and wellness benefits.

What Youll Do

• Architect People Operations: Build talent acquisition for high-volume roles from scratch establish transparent compensation bands and oversee onboarding payroll performance management and retention frameworks.
• Own Client Satisfaction: Monitor and elevate CSAT and public review scores across all five practice disciplines diagnosing root causes behind low scores to implement lasting fixes.
• Reduce Escalations: Build an airtight intake and resolution framework for client issues across portal and email channels driving down escalation rates per 100 active files.
• Automate Workflows: Leverage AI automation and legaltech platforms to streamline internal processes before adding headcount.
• Shape High-Performance Culture: Recruit coach and set the professional benchmark for an expanding cross-functional team in HR recruiting and client success.

Qualifications

• More than 4 years leading operations customer success or people operations in a fast-paced or scale-up environment.
• Proven track record building internal HR recruiting and operational infrastructure from scratch.
• Experience managing client retention CSAT/reviews and root-cause escalation frameworks.
• Practical fluency with AI automation tools and modern practice management/CRM systems.
• Must be legally authorized to work in Canada (Citizen or PR); able to work hybrid out of the Toronto office (3 days/week)