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Added 3 hours ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 16 hours ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 22 hours ago
IG
Head of Operations
I'm green bio-based
Canada
- Full-time
Career progression into Chief Operating Officer (COO), Managing Director, General Manager, or other executive leadership positions.
Added 1 day ago
WP
Manager, Parking and Commercial Operations
Westerner Park
Red Deer, AB
- Full-time
Reporting to the Chief Executive Officer (CEO), the Manager is accountable for revenue generation and profitability, customer experience, service delivery, staffing, systems, and continuous…
Added 1 day ago
DS
Custodian 1 (1.0 FTE - Temporary/Full-Time)
District School Board Ontario North East
Temiskaming Shores, ON
- Full-time
Jonathan Byer (Board Chair) - Lesleigh Dye (Chief Executive Officer)
Added 1 day ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 1 day ago
WP
Manager, Parking and Commercial Operations
Westerner Park
Red Deer, AB
- Full-time
Reporting to the Chief Executive Officer (CEO), the Manager is accountable for revenue generation and profitability, customer experience, service delivery, staffing, systems, and continuous…
Added 1 day ago
S
Chief Operating Officer
Storibot.ai
Calgary, AB
- Full-time
…read. You sit beside the CEO on the executive team and hold the operating spine of the company: every priority named, every owner assigned, every KPI…
Added 1 day ago
Dash First Officer
The Talent Team at Perimeter Aviation
Thompson, MB · Winnipeg, MB · Mississauga, ON · Timmins, ON
Reporting to the Assistant Chief Pilot, the 705 First Officer transports thousands of passengers each year. As a pilot, your number one priority is to conduct each flight safely, taking…
Added 1 day ago
Metro First Officer
The Talent Team at Perimeter Aviation
Winnipeg, MB · Sioux Lookout, ON · Thunder Bay, ON
Reporting to the Assistant Chief Pilot, the 703/704 First Officer transports thousands of passengers each year. As a pilot, your number one priority is to conduct each flight safely, taking…
Added 1 day ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 1 day ago
Registered Nurse (RN) - Casual
Albright Manor
Beamsville, ON
The Registered Nurse is responsible and accountable to the Chief Nursing Officer for the organization, administration, direction, supervision, and provision of resident care delivery and…
Added 1 day ago
Registered Practical Nurse (RPN)
Albright Manor
Beamsville, ON
…delivery improvements, within the parameters as established by the Chief Nursing Officer. This will…
Added 1 day ago
FH
Senior Leader, Design - Redevelopment & Major Projects
Fraser Health
New Westminster, BC
- Full-time
Reporting to the Chief Project Officer, or site designate, the Senior Leader, Design is responsible and accountable to lead a comprehensive range of activities within the assigned project…
Added 1 day ago
CC
President and Chief Executive Officer
Canadian College of Health Leaders - Northwestern Ontario Chapter
Arnprior, ON
- Full-time
Reporting to the Board of Directors, the President and Chief Executive Officer will provide strategic and operational leadership to ARH as the organization enters an important next chapter.…
Added 1 day ago
CC
Rural Lead, Central Corridor
Canadian College of Health Leaders - Northwestern Ontario Chapter
Red Deer, AB
- Full-time
Reporting to a Chief Operating Officer, the Rural Lead will provide leadership and operational oversight for an assigned grouping of acute care delivery sites, supporting hospital-based…
Added 1 day ago
CC
Chief Financial and Operating Officer – Casey House
Canadian College of Health Leaders - Northwestern Ontario Chapter
Toronto, ON
- Full-time
Reporting to the Chief Executive Officer, the Chief Financial and Operating Officer (CFOO) serves as an integral member of the Casey House and Casey House Foundation Executive team. The…
Added 1 day ago
Adjoint·e Exécutif·ve-Executive Assistant
Nesto Group(e)
Montreal, QC
Added 1 day ago
Adjoint·e Exécutif·ve-Executive Assistant
nesto
Montreal, QC
Added 2 days ago
T
Chief Growth Officer
TechBlocks
Vaughan, ON
- Full-time
A commercial operating rhythm - weekly deal inspection, monthly forecast, numbers the executive team trusts because they have been right before.
Added 2 days ago
ML
Head of Cyber Risk and Compliance
Maple Leaf Foods Inc
Mississauga, ON
- Full-time
…cybersecurity priorities to Maple Leaf Foods’ business objectives, operating model, and…
Added 2 days ago
T
AVP Business Operations - BWI Technology
TD
Toronto, ON
- Full-time
The AVP, Business Operations for the BWI Techniology Team will act as Chief Operating Officer to the segment CIO.
Added 2 days ago
N
CHIEF OPERATING ENGINEER
Nortera
Tecumseh, ON
- Full-time
…highly motivated, energetic individual to join our team as a Chief Operating Engineer. Reporting to the Maintenance Manager, the successful candidate will be responsible for the safe…
Added 2 days ago
Compliance Officer
Questrade Financial Group
Toronto, ON
We're looking for our next Compliance Officer, Business Compliance. Could It Be You?
Added 2 days ago
AR
President & Chief Executive Officer
Arnprior Regional Health
Arnprior, ON
- Full-time
Reporting to the Board of Directors, the President and Chief Executive Officer will provide strategic and operational leadership to ARH as the organization enters an important next chapter.…

Talently

Head of Operations & Customer Success

Toronto, ON, Canada

$160,000 to $180,000 CAD / year · Full-time

Apply About employer

Applications open in a new tab.

Job details

Pay: $160,000 to $180,000 CAD / year
Job type: Full-time
Apply by: Apr 21, 2027
Experience: Approximately 4–10 years of relevant experience in operations, people operations or customer success, including leadership responsibilities.
Posting language: English
Posted: Oct 23, 2026

Original job description

Hiring on behalf of our client:

Title: Head of Operations & Customer Success

Location: Toronto, Ontario, Canada

Work Arrangement: Hybrid – Approximately 3 days per week in the office

Employment Type: Full-time

Base Salary: CAD $160,000 - $180,000 per year

Performance Bonus: 15%–20%, based on outcomes

On-Target Compensation: CAD $184,000 - $216,000 per year

About the Company

Our client is an established Canadian immigration and citizenship services business with a history spanning nearly 50 years. The organization has helped individuals worldwide access Canadian immigration information, resources and professional legal services.

The company is now undergoing a significant transformation toward an AI-native legal technology operating model. Following approximately fivefold growth over six months, the organization is scaling from around 60 employees to more than 100. To support this next phase, our client is seeking a Head of Operations & Customer Success to establish scalable people operations, strengthen client satisfaction and introduce more efficient, technology-enabled workflows.

About the Role

Reporting directly to the Chief Operating Officer, you will lead the development of the company's People Operations and Customer Success functions. This is a hands-on leadership opportunity with significant ownership over operational processes, systems, tooling and team development.

You will identify operational challenges, implement scalable solutions and help the business grow efficiently while maintaining high standards of service and performance.

Key Responsibilities

People Operations & Recruitment

Build scalable people operations processes covering recruitment, onboarding, offboarding, payroll administration, leave management and performance reviews.
Establish an in-house recruitment function capable of supporting high-volume hiring.
Develop consistent compensation structures, performance expectations and employee processes.
Support organizational growth through efficient workforce planning and operational improvements.

Customer Success & Service Quality

Lead customer satisfaction initiatives across five legal practice areas.
Monitor customer satisfaction (CSAT), Google reviews, complaints and service quality indicators.
Establish structured processes for managing client complaints and escalations received through email and client portals.
Investigate recurring service issues, identify root causes and implement sustainable improvements.
Reduce escalation rates and improve the overall client experience.

Operational Systems & AI Automation

Identify opportunities to streamline workflows through AI, automation and improved technology.
Evaluate process improvements before recommending additional headcount.
Develop reporting and performance metrics to support data-driven decisions.
Help improve operational systems, including potential administration of Clio.

Team Leadership & Culture

Build and lead teams across Talent Acquisition, Human Resources and Customer Success.
Establish clear performance standards, accountability and professional expectations.
Coach and develop team members while supporting a high-performance culture.

Required Qualifications

Approximately 4–10 years of relevant experience in operations, people operations or customer success, including leadership responsibilities.
Experience supporting or leading operational functions within a fast-growing business.
Strong analytical and systems-thinking skills, with the ability to identify root causes and implement scalable solutions.
Demonstrated ability to improve processes, introduce structure and manage operational change.
Experience managing teams, establishing performance standards or developing operational functions.
A practical, technology-oriented approach to improving efficiency through automation.
Ability to work on a hybrid basis in Toronto, Ontario, approximately three days per week.
Legal authorization to work in Canada without employer visa sponsorship.

Preferred Qualifications

Experience scaling an organization from an early stage to approximately 100–200+ employees.
Background in startups, professional services, legal services or high-volume consumer businesses.
Experience building internal recruitment, people operations or customer success functions.
Familiarity with AI automation tools, operational reporting or customer satisfaction platforms.
Experience with Clio or similar business management systems.

Previous legal industry or Clio experience is not required.

Apply About employer

More about this job

Responsibilities

Build and lead People Operations, recruitment, and Customer Success functions, including scalable employee processes, high-volume hiring, service quality, and team development. Improve operational workflows and systems through root-cause analysis, reporting, AI, and automation while strengthening client satisfaction and reducing escalations.

Requirements

Requires approximately 4–10 years of relevant operations, People Operations, or Customer Success experience, including leadership responsibilities and experience supporting a fast-growing business. Candidates should demonstrate analytical and systems-thinking skills, process improvement and change management experience, a technology-oriented approach, and authorization to work in Canada without employer sponsorship.

Skills

People Operations
Recruitment
Workforce Planning
Customer Success
Customer Satisfaction
Complaint Management
Root Cause Analysis
Process Improvement
Operational Change Management
Team Leadership
Performance Management
AI Automation
Workflow Automation
Operational Reporting
Clio
Systems Thinking

Visa sponsorship

Not detected in the job text

Keywords

People Operations
Talent Acquisition
Human Resources
Customer Success
High-Volume Hiring
Onboarding
Offboarding
Payroll Administration
Leave Management
Performance Reviews
Workforce Planning
Customer Satisfaction (CSAT)
Google Reviews
Complaint Management
Escalation Management
Root Cause Analysis
Process Improvement
AI Automation
Workflow Automation
Operational Reporting
Performance Metrics
Clio
Legal Services
Immigration Services
Professional Services
Organizational Scaling

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