Publié il y a 26 jours
Head of Operations & Customer Success
@ Success Matcher Recruitment
Toronto, Ontario
En bref
Success Matcher Recruitment is hiring a Head of Operations & Customer Success for its client, a Canadian legal and immigration platform, reporting to the COO. The role owns people operations and customer success across five practice areas, scaling the team from 60 to 100+. Base salary is CAD $160,000 to $180,000 plus a 15% to 20% bonus, hybrid three days a week in Toronto.
Responsabilités :
- Build talent acquisition and high-volume recruiting from scratch
- Oversee onboarding, payroll, performance, and retention frameworks
- Monitor and improve CSAT and public review scores across five practice areas
- Reduce client escalations through intake and resolution frameworks
- Automate internal workflows with AI and legaltech tools
Résumé des exigences :
- More than 4 years of progressive leadership experience
- Track record building HR and operational systems from zero to one
- Experience managing CSAT, NPS, and public reviews
- Use of AI automation tools and modern CRM or practice management platforms
- Legal authorization to work in Canada as a citizen or permanent resident
Outils et compétences
Avantages mentionnés
Source et dates
Type de source non vérifié · manatal
- Date publiée par l’employeur
- 2026-10-16
- Première détection par notre source
- 2026-10-26
- Mise à jour du dossier source
- 2026-11-09
Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.
Détails du poste
| Niveau | Chef d’équipe |
| Domaine | Ressources humaines |
| Expérience | 4 an(s) et plus |
| Gestion d’équipe | Oui |
| Heures par semaine | 40 (estimé) |
| Déplacements | avion : aucun · route : aucun |
| Milieu de travail | Bureau |
| Position | Surtout assis |
| Exigences physiques | physique faible · ordinateur élevé |
| Langues | English |
| Avantages mentionnés | Congés payés généreux, Horaire flexible, Prime de rendement, Mieux-être |
Résumé et détails rédigés par l’IA à partir de l’offre; l’offre de l’employeur fait foi.
Success Matcher Recruitment
Profil d’entreprise sauvegardé
Renseignements historiques provenant d’un profil The Jobs API sauvegardé (champs LinkedIn/Crunchbase). Ils ne sont pas vérifiés en temps réel; les chiffres peuvent avoir changé. Les valeurs manquantes restent inconnues.
Success Starts With The Right Match | www.successmatcher.com
Description complète de l’entreprise
Success Starts with the Right Match Success Matcher is a global recruitment firm delivering tailored hiring solutions—from permanent and contract recruitment to retained search. We act as an extension of your team, combining market insight with a people-first approach to connect top-tier talent with world-class opportunities. Scope and Expertise: Our reach spans the entire corporate ecosystem, partnering with everyone from high-growth start-ups to global enterprises. We specialize in placing talent at every stage of the career ladder, from foundational staff positions to C-suite executive leadership. Our consultants bring deep domain expertise to specialized sectors including Accounting, Finance & Fintech, Biotech & Pharma, Engineering, Healthcare, Legal, IT, and Sales & Marketing. Global Reach: In an interconnected economy, we provide seamless recruitment services across all major global markets. Our operational footprint covers North America, EMEA, APAC, LATAM, MENA & GCC, and ANZ & ASEAN, ensuring your hiring needs are met with local expertise and a global perspective. Success Starts with the Right Match. Whether you are scaling a specialized team or hiring a visionary leader, we bridge the gap between ambition and talent.
- Abonnés LinkedIn
- 21 882
- Personnes associées sur LinkedIn
- 7
- Bureaux déclarés
- 55 W 14th St, STE 101 Helena, MT 59601, Helena, Montana 59601, US
- Autres noms enregistrés
- Success Matcher Recruitment
- Spécialités
- Executive Search
- Recruitment
- Contingency Recruitment
- Contract Recruitment
- Retainer Search
- Interview Preparation
- and Resume Review
- Le profil indique une agence de recrutement
- Oui
Success Starts with the Right Match Success Matcher is a global recruitment firm delivering tailored hiring solutions—from permanent and contract recruitment to retained search. We act as an extension of your team, combining market insight with a people-first approach to connect top-tier talent with world-class opportunities. Scope and Expertise: Our reach spans the entire corporate ecosystem, partnering with…
| Champ | Valeur |
|---|---|
| Secteur | Staffing and Recruiting |
| Taille | 2-10 employees |
| Siège social | Helena, Montana |
| Type d’organisation | Partnership |
| Fondée en | 2024 |
| Spécialités | Executive SearchRecruitmentContingency RecruitmentContract RecruitmentRetainer SearchInterview Preparationand Resume Review |
| Offres sur Jobsy | 5 |
| Voir la page |
Our client is Canada's leading legal and immigration platform, combining a 50-year legacy of profitable success with the velocity of an AI-native scale-up. Millions of people engage with their digital resources each month, and following a recent pivot to AI-driven operations, the organization has achieved 5x growth in just six months on its mission to build the country's largest consumer law practice.
They are seeking a versatile Head of Operations & Customer Success to report directly to the Chief Operating Officer. In this role, you will hold dual ownership over people operations and customer success across five core practice areas, architecting the operational systems that will scale the company from 60 to 100+ team members.
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, 15% – 20% 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.
Required Experience
- More than 4 years of progressive leadership experience across operations, customer success, or people operations in a fast-paced tech, legaltech, or professional services environment.
- Proven track record building internal HR, high-volume recruiting pipelines, and operational systems from zero to one.
- Practical experience managing customer sentiment (CSAT, NPS, public reviews) and designing resolution pathways for client escalations.
- Strong builder mindset with demonstrated use of AI automation tools, modern CRMs/practice management platforms, and data-driven systems.
- Legal authorization to work in Canada (Citizen or Permanent Resident) and ability to work hybrid out of the Toronto office (3 days/week).
Journal
Visible seulement par vous. Conservé sur cet appareil, et dans votre compte une fois connecté.