Head of Operations & Customer Success

Our client is Canada's 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 country's 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 $160,000 – $180,000 base salary, outcome-based bonus (OTE ~CAD $200,000), flexible vacation, and comprehensive health, dental, and wellness benefits.

What You'll 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)