Operations Manager

About the job

Cohen Immigration Law is a leading Canadian immigration law firm that is in the middle of a major technology and operations transformation. We are investing in new tools, systems, and processes so we can continue to deliver best in class client service at scale.

We have ambitious plans to grow over the coming years and we are, therefore, seeking an experienced Operations Manager to join our leadership team, own the firm's internal systems and performance infrastructure, and lead this next phase of operational transformation. For the right person, this role is a clear path to grow into a Director of Client Operations as the firm continues to expand.

Job Title: Operations Manager (Pathway to Director of Client Operations)

Company Name: Cohen Immigration Law

Job Type: Full-time, Permanent

Annual Salary: Based on experience and qualifications ($120,000 to $150,000)

Work Location: Montreal, Quebec, hybrid (onsite and remote)

Company Overview

Cohen Immigration Law practices exclusively in the area of Canadian immigration and has been reliably servicing immigration needs for nearly 50 years. Our dynamic and forward-thinking law firm helps individuals and businesses worldwide achieve their Canadian immigration goals. Through our close integration with , we operate at scale, with high volumes of client inquiries and active immigration files.

For more information about our firm, please visit:

Role Overview

You will be responsible for ensuring that the day-to-day operations of the firm are running efficiently and that teams are meeting performance objectives. You will enable our legal and case management teams to focus on client results. The role combines operations leadership, technology implementation, and systems design in a performance first environment.

The ideal candidate has proven experience managing internal operations in a professional services organization (or similar) and has a strong track record of implementing technology and standardizing processes to drive efficiency, consistency, and scalability.

Key Duties and Responsibilities

As Operations Manager at Cohen Immigration Law, your responsibilities will include:

Operational systems and workflows

• Design, maintain, and optimize workflows across departments, including intake, legal operations, client service, and administrative support.
• Map, document, and improve standard operating procedures (SOPs) for key processes such as file opening, file closing, quality review, client communications, and office management.
• Identify recurring operational tasks that can be automated and work with internal stakeholders or external vendors to implement technology solutions, dashboards, and automation tools.
• Build and refine internal systems to monitor timelines, workloads, bottlenecks, and outcomes across departments and teams.
• Ensure that processes and tools are adopted consistently and are easy for teams to use in day to day work.

Talent acquisition and onboarding

• Lead the recruitment process for staff roles (job postings, screening, interviewing, reference checks).
• Design and improve structured onboarding programs so new team members ramp up quickly and understand how work gets done at the firm.
• Coordinate with team leads so role expectations, training plans, and performance objectives are clear from the start.

(Note: this role is not an HR manager role. You will partner with leadership on hiring and onboarding, with HR compliance and formal HR matters handled by leadership and external advisors as needed.)

Performance, metrics, and continuous improvement

• Track and analyze daily, weekly, and monthly operational metrics and department KPIs.
• Prepare concise, actionable reports and dashboards for the Leadership Team.
• Join department meetings to help plan for upcoming deadlines and ensure that work loads are distributed optimally.
• Facilitate accountability by clarifying roles and responsibilities, setting expectations, and monitoring follow through across teams.
• Lead structured problem solving when there are workflow breakdowns or inefficiencies, and drive follow through on corrective actions.

Governance, compliance, and operational quality

• Own and enforce compliance with internal policies, handbooks, and operational protocols related to how work is done.
• Partner with legal leadership to ensure operational processes support regulatory, privacy, and professional responsibility obligations.
• Maintain appropriate records and documentation for operations, processes, and quality control.

Cross functional collaboration

• Act as a central connector between teams so information flows smoothly and projects move forward without unnecessary friction.

Ideal Candidate Profile

The ideal candidate will have the following attributes:

• You excel at developing, implementing, and ensuring adoption of processes that drives operational efficiency and excellence.
• You are excited by leveraging the latest technology to help accomplish your goals.
• You are comfortable holding people accountable to clear standards.
• You thrive in an environment where attention to detail, documentation, and timely follow through are essential.
• You can design, implement, and enforce SOPs, checklists, and workflows without losing sight of practical realities on the ground.
• You are comfortable using and rolling out modern SaaS tools (for example, case management, CRM, project management, and reporting tools) to improve how work gets done.

It helps if you have experience with the following technology:

• Clio
• Metabase
• RingCentral
• Internal Portals

Qualifications

• 5 to 10 plus 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.
• Bachelors' Degree
• Proven track record of using technology (SAAS) to implement operational processes

Benefits

We offer competitive compensation packages and a collaborative, growth oriented workplace culture that includes:

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

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