Head of Operations & Customer Success

Success Matcher Recruitment; Toronto; Hybrid; CAD 160.000 - 180.000; Vollzeit

Benefits dieser Stelle

Flexible vacation

Health benefits

Dental benefits

Wellness program

Zusammenfassung

Success Matcher Recruitment supports a premier Canadian legal platform seeking a Head of Operations & Customer Success. This executive role reports to the COO, owning people operations and client success across five practice areas in a hybrid Toronto office.

You will architect talent acquisition, set compensation bands, elevate CSAT, and build AI-enabled workflows. Expect a fast-growing, profitable environment with a strong focus on automation and high-performance culture.

Qualifikationen

• More than 4 years leading operations, customer success, or people operations in fast-paced environments.
• 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.

Aufgaben

• Architect People Operations: build talent acquisition for high-volume roles, establish compensation bands, and oversee onboarding, payroll, performance management, and retention frameworks.
• Own Client Satisfaction: monitor CSAT and public reviews across five practice disciplines, diagnose root causes and implement fixes.
• Reduce Escalations: create intake and resolution framework for client issues across portal and email channels.
• Automate Workflows: leverage AI automation and legaltech to streamline processes before increasing headcount.
• Shape High-Performance Culture: recruit, coach, and set benchmarks for HR, recruiting, and client success teams.

Kenntnisse

People ops leadership

Client success management

AI automation tools

CRM systems

Tools

Modern practice management systems

CRM platforms

Jobbeschreibung

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 Successto 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)