Operations Manager

📋 Description

• • Own the operational heartbeat of a 50-year-old immigration law firm that is scaling fast. You will design, implement, and continuously refine the systems, workflows, and dashboards that allow 100+ employees across intake, legal operations, client service, and administration to move in lock-step toward ambitious growth targets.
• • Map every critical process—from file opening to final client communication—into living, breathing SOPs that are easy to find, easy to follow, and easy to improve. You will turn tribal knowledge into institutional knowledge, eliminating single points of failure and ensuring every new hire can ramp to full productivity in days, not months.
• • Identify repetitive, low-value tasks and replace them with automation. Whether it’s triggering follow-up reminders, auto-populating government forms, or surfacing real-time workload heat maps, you will leverage Clio, Metabase, RingCentral, and other modern SaaS tools to claw back hundreds of staff hours each month.
• • Build a single source of truth for operational metrics. You will create and maintain daily, weekly, and monthly dashboards that track timelines, bottlenecks, capacity, and client outcomes. These reports will be concise, visually intuitive, and immediately actionable for the Leadership Team during Monday morning stand-ups.
• • Lead the full-cycle recruitment engine for non-lawyer roles: craft compelling job posts, design scorecards, screen candidates, conduct structured interviews, and shepherd finalists through reference checks. Once an offer is accepted, you will own the 30-60-90 onboarding program that turns new hires into confident contributors.
• • Facilitate ruthless, respectful accountability. You will chair cross-functional meetings that clarify roles, surface risks, and lock in deadlines. When a workflow breaks down, you will run root-cause analyses, assign owners, and track corrective actions to completion—always balancing empathy with urgency.
• • Serve as the central connector between legal, client service, marketing, and finance. You will translate each department’s needs into operational requirements, ensuring that information flows smoothly, projects stay on schedule, and no client falls through the cracks during high-volume intake surges.
• • Guard the firm’s operational quality and compliance. You will maintain the policy handbook, enforce SOP adherence, and partner with legal leadership to ensure every process satisfies Law Society, privacy, and professional-responsibility obligations. When regulators change the rules, you will update playbooks overnight.
• • Champion a culture of continuous improvement. You will run quarterly Kaizen sprints, solicit frontline feedback, A/B test new checklists, and celebrate wins loudly. Your goal: make Cohen Immigration Law the benchmark for operational excellence in Canadian professional services.
• • Position yourself for rapid advancement. This role is explicitly designed as a pathway to Director of Client Operations within 18-24 months. Hit your KPIs, scale the systems, and mentor a high-performing team—the promotion comes with expanded scope, budget, and equity participation.