Head of Operations

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 Role  The 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 System  The 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 Do   First Month
Dive deep to understand the firm’s current workflows, culture, constraints, and opportunities
Clarify operational priorities with leadership
Design initial communication and accountability rhythms
Begin ownership of planning, project tracking, and operational problem-solving
Take the lead on the File Management System (FMS) selection and implementation
First 90 Days
Formalize reporting, meeting cadence, and role accountability
Lead the requirements gathering, vendor demos, and selection process for the FMS
Map key operational processes (Intake, Records, Case Management, Client Care) at a high level
Reduce founder involvement in day-to-day operations
First 6–12 Months
Oversee the full implementation and rollout of the FMS
Build workflows, dashboards, task structures, and quality checks
Create a structure for Shared Services and define transition plan
Pilot and refine Shared Services department
Improve lawyer + paralegal capacity by rolling out Shared Services team
Build operational transparency (metrics, dashboards, performance indicators)
First Year and Beyond
Improve file velocity through consistent processes and accountability
Make the business scalable, predictable, and less dependent on founders
Build and lead the firm’s long-term operational roadmap and continuous improvement engine
What Will Set You Up for Success (S.E.T.)   Skills
Operational excellence: process design, workflow optimization, system adoption
Strong project leadership: turning strategy into clear execution steps
Technology implementation experience, ideally in legal, medical, or service/regulated industries
Ability to establish and enforce accountability structures
Strong communication skills at all levels of the organization
Ability to make decisions in ambiguity and create clarity where none exists
Experiences
5–8+ years in operations, legal ops, professional services, or systems implementation
Experience leading multi-phase transformation (systems + people + process)
Proven ability to reduce operational bottlenecks and scale service delivery
Prior leadership of shared services teams (or comparable centralized functions)
Experience working with business operating systems such as Scaling Up/EOS is an asset
Experience implementing case management or workflow platforms…