Director of Operations

Overview

Cohen Immigration Law is a leading Canadian immigration firm undergoing a major technology and operations transformation. We are investing in new tools, systems, and processes to deliver best‑in‑class client service at scale. In early 2026 we plan to launch an innovative product and grow our client base 10×. We seek an experienced Director of Operations to own the firm’s internal systems, lead performance infrastructure, and drive this next phase of operational transformation.

Key Duties and Responsibilities

Operational Systems and Workflows

• Lead the architectural transformation from a traditional service model to a high‑velocity, technology‑enabled workflow.
• Design and implement scalable process architectures that support standardized, limited‑scope service models.
• Drive the integration of AI and automation tools into daily workflows to significantly reduce manual review times and increase processing capacity.
• Build and refine internal systems to identify and eliminate bottlenecks in the client lifecycle, ensuring seamless movement from data entry to finalization.
• Ensure new digital tools and automated workflows are adopted consistently by the case management team.

Talent Acquisition and Onboarding

• Oversee recruitment and scaling of operations teams to meet increasing volume demands.
• Lead hiring strategy for tech‑savvy operational staff capable of executing high‑volume file reviews.
• Design structured onboarding programs that train staff on new tech‑enabled methodologies, clarifying the distinction between traditional representation and limited‑scope review.
• Oversee evolution of team structures and remote/hybrid work setups as the department expands.

Performance, Metrics, and Continuous Improvement

• Drive operational efficiency to achieve aggressive throughput targets, monitoring performance against defined unit economic models.
• Track and analyze key metrics such as file velocity, error rates, and client throughput to validate high‑efficiency operational models.
• Prepare actionable reports for leadership regarding capacity planning and workforce productivity.
• Maintain optimal supervision ratios and ensure quality standards are upheld during rapid scaling.

Governance, Compliance, and Operational Quality

• Own quality assurance protocols to ensure that increased automation is backed by accountable human review and brand standards.
• Enforce compliance with service scope limitations, ensuring teams adhere strictly to protocols regarding unauthorized advice or representation.
• Maintain accurate records and documentation to ensure process validation remains rigorous as volume increases.

Cross‑Functional Collaboration

• Act as the bridge between Sales, Operations, and Product teams to ensure seamless handoffs and alignment on service delivery.
• Partner with Sales leadership to manage inbound leads and ensure operations can handle the volume generated by high‑velocity sales channels.
• Collaborate with technical leadership and Product Owners to test and refine new features and automation tools within the live operational environment.

Ideal Candidate Profile

• Excel at developing, implementing, and ensuring adoption of processes that drive operational efficiency and excellence.
• Excited by leveraging the latest technology to accomplish goals.
• Hold people accountable to clear standards.
• Detail‑oriented with strong documentation and timely follow‑through skills.
• Design, implement, and enforce SOPs, checklists, and workflows without losing sight of practical realities.
• Comfortable using and rolling out modern SaaS tools (case management, CRM, project management, reporting tools) to improve workflow.

Experience with the following technology is helpful: Metabase, RingCentral, Internal Portals.

Qualifications

• 5 to 10+ years of experience in operations, business administration, or a related managerial role.
• Minimum 3 years of experience in a law firm or professional services organization.
• Bachelor’s Degree.
• Proven track record of using SaaS technology to implement operational processes.

Benefits

• Group benefits including extended health care, dental care, vision care, and telehealth.
• Paid time off and statutory holidays.
• Company events and team‑building activities.