Head Of Operations, Service Delivery

Our client is a profitable, long-established legal services business that has reinvented itself as an AI-native legal tech company. Since the pivot, it has grown 5x in six months, reaches millions of people every month through its platform and online community, and is scaling from ~60 to 100+ people. Its ambition is to become Canada's largest consumer law business, expanding into new practice areas.What You'll DoOwn end-to-end delivery:
Take full accountability for case throughput, turnaround times, backlog, capacity utilization and service levels across five practice areas.Lead the leaders:
Coach Practice Leads and Managing Attorneys through structured management cadences, operating reviews and scorecards that drive accountability.Build the operating playbook:
Define the KPIs, dashboards and rhythms the business runs on, using an internal command-centre dashboard and AI-native case management tools.Drive the economics:
Own delivery cost, productivity and contribution margin, and partner with Finance on budgets and forecasts.Modernize with AI:
Work alongside the CPO and CTO to design and execute a roadmap for automation and AI adoption across delivery.Plan for growth:
Turn sales forecasts into capacity and hiring plans, giving the COO clear, data-driven visibility into what's coming.Stay close to the work:
Shadow case managers and get hands-on with files when needed to understand where the process really breaks.Why JoinGrowth with a safety net:
Join a company in hypergrowth that's also profitable and built on nearly 50 years of legal expertise. You get scale-up energy without startup fragility.Real ownership:
This is a Head of role with a blank canvas. You'll write the playbook, not inherit someone else's.Direct line to the top:
Report to the COO and work closely with the CPO and CTO, alongside colleagues from leading Canadian fintech and legal-tech scale-ups.Cutting-edge tools:
Lead operations in a business where AI and automation are core to how work gets done, not an afterthought.Meaningful impact:
Your work directly shapes how quickly and reliably everyday Canadians get legal help.Strong rewards:
Competitive base plus meaningful variable upside, with OTE up to CA$300K.What You'll Bring5-12 years in operations leadership, including 3+ years leading high-volume service deliveryExperience leading 20-50+ people, including managers who run their own teamsA proven record of process redesign with measurable gains in productivity, quality and costHands-on ownership of budgets, capacity planning and unit economicsExperience driving AI or automation adoption with clear business outcomesA decisive, commercially minded approach and a willingness to roll up your sleevesAuthorization to work in Canada and the ability to work hybrid in Toronto
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