Head of Operations

HEAD OF OPERATIONS (Remote/Hybrid)Auger Hollingsworth is an accident and injury law firm with offices in Ottawa and Toronto. We are determined to become Ontario’s largest personal injury law firm, and we’re entering a pivotal stage of its growth—one where this role will play a key part. This full-time Head of Operations role will be a blend of remote work from anywhere in Ontario with some travel to our Toronto and Ottawa Canada offices. There will also be travel to professional leadership conferences because we want this professional to learn and grow.You will thrive in this role if you want to be directly instrumental in the professional fulfillment and growth of a team of awesome legal professionals.The RoleThe Head of Operations is the firm’s execution leader. This is the person who ensures initiatives move forward, teams stay aligned, issues get solved quickly, and the firm operates with rhythm and discipline. They oversee the business to create the conditions for scalable growth.This is a role for someone who thrives in complexity, brings clarity to ambiguity, and is energized by building operational systems that expand the reach of the team to make a real difference in clients’ lives.The Head of Operations must be comfortable designing processes, implementing technology, optimizing workflows, and building cross-functional capability. They are both a builder and a leader—a hands-on operational architect who can guide the firm from high-potential to high-performing.Your Support SystemThe Head of Operations reports directly to the Managing Partner and works in close partnership with the founding team. They will collaborate with lawyers, paralegals, finance and administrative staff, and external vendors.This role becomes the connective tissue of the organization, ensuring the right conversations are happening, the right priorities are set, and the right people own the right processes.What You’ll DoFirst MonthDive deep to understand the firm’s current workflows, culture, constraints, and opportunitiesClarify operational priorities with leadershipDesign initial communication and accountability rhythmsBegin ownership of planning, project tracking, and operational problem-solvingTake the lead on the File Management System (FMS) selection and implementationFirst 90 DaysFormalize reporting, meeting cadence, and role accountabilityLead the requirements gathering, vendor demos, and selection process for the FMSMap key operational processes (Intake, Records, Case Management, Client Care) at a high levelReduce founder involvement in day-to-day operationsFirst 6–12 MonthsOversee the full implementation and rollout of the FMSBuild workflows, dashboards, task structures, and quality checksCreate a structure for Shared Services and define transition planPilot and refine Shared Services departmentImprove lawyer + paralegal capacity by rolling out Shared Services teamBuild operational transparency (metrics, dashboards, performance indicators)First Year and BeyondLead Shared Services expansion (Scheduling, Document Management, etc.)Improve file velocity through consistent processes and accountabilityEstablish firm-wide operational discipline using Scaling Up / EOS toolsMake the business scalable, predictable, and less dependent on foundersBuild and lead the firm’s long-term operational roadmap and continuous improvement engineWhat Will Set You Up for Success (S.E.T.)SkillsOperational excellence: process design, workflow optimization, system adoptionStrong project leadership: turning strategy into clear execution stepsTechnology implementation experience, ideally in legal, medical, or service/regulated industriesAbility to establish and enforce accountability structuresStrong communication skills at all levels of the organizationAbility to make decisions in ambiguity and create clarity where none existsExperiences5–8+ years in operations, legal ops, professional services, or systems implementationExperience leading multi-phase transformation (systems + people + process)Proven ability to reduce operational bottlenecks and scale service deliveryPrior leadership of shared services teams (or comparable centralized functions)Experience working with business operating systems such as Scaling Up/EOS is an assetExperience implementing case management or workflow platforms is an assetTraitsBuilder mindset—excited designing new systems from scratchCalm, structured, and grounded—especially when others feel overwhelmedRelentlessly solution-orientedLow-ego, high-accountability operator who owns outcomesComfortable with both rolling up sleeves and driving strategic changeStrong facilitator who builds alignment in complex environmentsWhat Won’t Set You Up for SuccessPreferring to operate as a consultant rather than a hands-on leaderAvoiding conflict or hesitating to hold people accountableDiscomfort with defining and enforcing standard processesExpecting stable requirements—this is a building phase with evolving needsViewing yourself as an administrator instead of a strategic operatorWhy This Role MattersThe firm can only scale if its operational foundation becomes stronger, more consistent, and less dependent on founders. The Head of Operations enables that shift by:Building systems that support predictable growthReducing administrative burden on legal teamIncreasing file velocity and capacityEstablishing accountability and structureLeading the firm through modernization and process transformationThis is the role that turns Auger Hollingsworth from a high-performing practice into a high-performing business.Compensation, Perks & BenefitsEnjoy the balance of remote, hybrid or in-office work environment.Unlimited Vacation policy.Pension matching program.Full health, dental benefits and disability insurance.Competitive compensation in the $200k-$250k range comprised of base salary and incentive bonuses for meeting business growth targets.Apply in Confidence by January 12, 2026Please email a brief outline explaining how you meet the above requirements including your current resume and LinkedIn link to Richard Auger at richard@ahinjurylaw.com All applications will be held in strict confidence.We thank all candidates for their application but will be contacting only those who we select to invite for an interview.