About the company
Our client is a fast-growing legal services company.
The role
Raydar is recruiting for this role on behalf of our client. Lead both the HR function and the client experience function for an expanding organization, creating the processes, tooling and team structure needed to support rapid growth. You will introduce automation where it makes sense and develop a multi-disciplinary group of managers and specialists.
What you'll do
- Establish an HR function from the ground up, covering hiring for high-volume positions, pay structures, review cycles, employee lifecycle processes, payroll and leave.
- Take charge of client satisfaction across all service lines, monitoring survey scores and public ratings and addressing what drives poor feedback.
- Design a clear intake and handling process for complaints and escalations that arrive through different channels, finding underlying causes and lowering escalation volume.
- Use AI and workflow automation to solve capacity needs before requesting additional headcount, and potentially administer a core practice management system.
- Recruit and coach a team spanning talent acquisition, HR and customer success, setting a high bar for performance and professionalism.
- Shape and reinforce a strong team culture as the organization grows.
Requirements
What we're looking for
- Roughly 4 to 10 years of experience in a leadership role across operations, HR operations or customer success in a high-growth setting.
- A systems-oriented mindset, with a habit of analyzing metrics to diagnose underlying causes rather than treating surface issues.
- A preference for automation and AI tooling over simply adding staff.
- A track record of attracting and retaining strong performers and building culture.
- Ability to work in a hybrid arrangement in Toronto, Ontario.
Bonus points
- Startup experience, especially helping a small company grow several times over in size.
- Background in a professional services firm, a high-volume consumer-facing business or a legal technology company.
- Experience with, or willingness to learn, administering a practice management platform.
Benefits
Compensation and benefits
- Base salary: CAD 160,000 to 180,000 per year
- Extended health, telehealth, dental and vision coverage
- Unlimited paid time off
Location and work model
- Toronto, Ontario, Canada
- Hybrid, about 3 days per week in the office
- Full-time