Head of Operations

**Company Name**: CanadaVisa / Cohen Immigration Law **Job Type**: Full-time, Permanent **Annual Salary**: Based on experience and qualifications ($120,000 to $150,000+) | Performance Bonus **Work Location**: Toronto or Montreal, Quebec (Hybrid) (Travel between Toronto and Montreal offices is expected) **The Opportunity** We are launching a new product designed to democratize access to Canadian immigration. Our goal is to shift from servicing thousands of clients to tens of thousands annually. **We are seeking a Builder.** We do not need a traditional administrator to manage existing processes. We need an **Operations Architect** to lead our transformation from a high-touch legal service model to a high-velocity, tech-enabled operation. **The Mandate** You will own the firm’s internal systems and performance infrastructure. Your primary objective is to meaningfully increase throughput capacity while maintaining our high standards of quality. **Architect a High-Velocity Workflow** - **Transformation**: You will lead the architectural shift from a "Service-Based" operation to a "Tech-Enabled" one. - **Automation**: Work with our Technology team to integrate AI into document review and client communications. Your goal is to reduce file review time by more than half. - **System Design**: You will build the logic and workflows that allow us to deliver a standardized, limited-scope product without the friction and bottlenecks of traditional full-service representation. **Scale the Team** - **Strategic Hiring**: You will lead the recruitment and scaling of a new operational unit. You are not just hiring legal staff; you are hiring tech-savvy operators capable of executing high-volume file reviews. - **Training & Enablement**: Design onboarding programs that train staff on our new high-velocity methodology, ensuring they understand the distinction between traditional representation and our new guided review model. - **Remote & Hybrid Management**: Architect the structure for a growing distributed team, ensuring culture, accountability, and communication scale effectively with headcount. **Own the Unit Economics** - **Data-Driven Leadership**: You will track file velocity, error rates, and throughput per agent to ensure our pricing model remains profitable. - **Throughput Optimization**: You will be responsible for operationalizing a target of 20 file reviews per week per agent, up from the current baseline of ~2. - **Quality Assurance**: You will implement rigorous QA protocols to ensure that automation and speed are backed by accountable human review and brand standards. We are looking for a **System Thinker** who is motivated by efficiency and problem-solving. - **You are a "Zero to One" Operator**: You have experience taking a manual, undefined process and turning it into a streamlined, scalable system. - **You are Solution-Oriented**: Your first instinct isn't to "hire more people" to solve a capacity problem; it is to build a better system or automate the task. - **You are Tech-Native**: You are comfortable evaluating, rolling out, and enforcing the adoption of modern SaaS tools (e.g., Clio, Metabase, RingCentral). - **You understand the "SaaS" model**: You recognize that for a lower-cost, high-volume product to work, the operation must be ruthless about efficiency and standardization. - **You lead with data**: You rely on metrics and logs to identify bottlenecks rather than intuition. **Qualifications** - 5+ years of experience in Operations, business administration, or a related managerial role. - Experience scaling teams (hiring, onboarding, management) during a growth phase. - Proven track record of implementing technology to solve operational challenges. - _ Asset:_ Experience in LegalTech, EdTech, Fintech, or a high-volume professional services environment. **Benefits**: - **Competitive Compensation**: Salary commensurate with experience, plus upside potential. - **Meaningful Impact**: Your work directly helps thousands of newcomers successfully start their lives in Canada. - **Hybrid Flexibility**: Options for remote work and office access in Toronto or Montreal. - **Comprehensive Health**: Group benefits including extended health care, dental care, vision care, and telehealth.