Legal Operations Manager

Location: Mississauga/Toronto, Ontario, Canada

Employment Type: Full-Time

Reports To: Director of Operations

Experience: 2–3 years in legal operations, law firm management, legal administration, or related operations

About the role

Bluestar is seeking a highly organized, proactive, and results-driven Legal Operations Manager to oversee the day-to-day business operations of Bluestar’s law firms.

The Legal Operations Manager will ensure firms operate efficiently, consistently, and in accordance with established processes, policies, service standards, and performance expectations. The role works closely with the Director of Operations, lawyers, paralegals, legal assistants, intake, Finance, HR, Technology, and other corporate functions to ensure firms have the people, systems, processes, and infrastructure required to deliver an exceptional client experience.

This is a hands-on leadership role focused on operational efficiency, accountability, workflow, productivity, client experience, people management, process improvement, and performance .

Important: This position manages the business and operational environment in which lawyers practice. It does not provide legal advice, direct legal strategy, supervise the substantive practice of law, or interfere with professional legal judgment.

Key Responsibilities

Day-to-Day Law Firm Operations

- Oversee the day-to-day operational functioning of assigned law firms and offices.
- Establish and maintain consistent operational standards and procedures.
- Monitor workflow, identify bottlenecks, and ensure issues are resolved promptly.
- Ensure employees have the resources, systems, and support required to perform effectively.
- Monitor adherence to internal policies and operational procedures.
- Maintain regular communication with lawyers and staff regarding operational priorities.
- Identify recurring issues and implement practical solutions.
- Track operational tasks, deadlines, and initiatives through completion.
- Implement priorities established by the Director of Operations.

Lawyer & Practice Operations

- Support lawyers in maintaining an efficient and productive practice environment.
- Monitor administrative aspects of lawyer workflows and follow-up requirements.
- Ensure appropriate administrative and technology support is available.
- Identify workflow inefficiencies and recommend improvements.
- Support standardized processes across practice areas and offices.
- Identify capacity, staffing, and workflow issues and escalate appropriately.
- Support adoption of firm systems, processes, and the Bluestar client service model.

KPI & Performance Management

- Monitor operational and practice-level KPIs.
- Track productivity, utilization, billable hours, realization, and other performance measures.
- Monitor consultation, conversion, and cross-referral metrics where applicable.
- Review operational billing, collections, and accounts receivable issues with Finance.
- Identify performance trends and areas requiring intervention.
- Prepare weekly/monthly operational reports for the Director of Operations.
- Work with lawyers and managers on performance action plans and follow-up.
- Identify successful processes and opportunities to replicate them across offices.

Client Experience & Intake

- Monitor client service from intake through completion of the matter.
- Identify service gaps, recurring complaints, and communication issues.
- Monitor response times and service standards.
- Work with intake, lawyers, and administrative teams to improve responsiveness and conversion.




- Monitor lead assignment, consultation scheduling, and follow-up.
- Review consultation and client conversion performance.
- Ensure intake and client-facing processes align with Bluestar standards.
- Identify appropriate cross-referral opportunities.
- Escalate significant client concerns to the appropriate leader.

People & Team Management

- Provide day-to-day operational leadership to assigned administrative and support teams.
- Clearly communicate responsibilities, priorities, and performance expectations.
- Participate in recruitment, onboarding, training, and development.
- Conduct employee check-ins and performance discussions.
- Address performance concerns in partnership with HR.
- Assist with scheduling, vacation coverage, staffing, and resource allocation.
- Ensure appropriate staffing levels across offices.
- Promote a professional, cooperative, accountable, and positive workplace culture.

Process Improvement & SOPs

- Evaluate existing workflows and identify delays, duplication, and inefficiencies.
- Develop and implement standardized processes and SOPs.
- Identify opportunities to automate repetitive administrative work.
- Partner with Technology and Operations to improve systems and workflows.
- Lead or support change-management initiatives.
- Measure the effectiveness and adoption of process improvements.
- Regularly review processes to ensure they remain effective and scalable.

Financial & Administrative Operations

- Monitor operational aspects of billing and collections.
- Address billing delays and administrative issues with lawyers and staff.
- Monitor outstanding accounts receivable and escalate concerns.
- Ensure time-entry and billing procedures are followed.
- Partner with Finance to improve collection workflows.
- Assist with budgeting, expense management, and cost-control initiatives.
- Identify opportunities to improve efficiency and reduce unnecessary costs.

Technology & Systems

- Ensure employees properly utilize required systems and technology.
- Identify technology issues affecting productivity or workflow.
- Assist with system implementations, upgrades, testing, and training.
- Support adoption of new technology and workflows.
- Identify opportunities for automation and improved efficiency.
- Partner with Technology to resolve operational system issues.

Compliance & Office Management

- Support implementation of firm policies relating to privacy, security, records management, and operational compliance.
- Maintain accurate operational documentation.
- Assist with audits and operational reviews.
- Escalate potential compliance or risk concerns to the appropriate professional.
- Oversee office facilities, supplies, equipment, vendors, security, and administrative coverage.
- Coordinate office moves, renovations, openings, technology, and building-related requirements.
- Support health and safety-related operational matters.

Reporting & Special Projects

- Provide the Director of Operations with clear, timely, and actionable operational information.
- Track KPIs, staffing, capacity, risks, initiatives, and action items.
- Maintain accountability trackers and ensure follow-up.




- Communicate operational priorities across the firms.
- Lead or support projects such as new office openings, law firm integrations, technology implementations, administrative restructuring, KPI programs, process standardization, client service initiatives, and growth projects.
- Develop operational playbooks and scalable processes as required.

Qualifications & Experience

Required

- 2–3 years of experience in legal operations, law firm management, legal administration, or related operational leadership.
- Experience managing people, workflows, and operational processes.
- Strong understanding of law firm administrative functions and workflows.
- Ability and willingness to travel between Bluestar offices in Toronto, Mississauga, Hagersville, and Collingwood . Travel is a required component of the role.
- Strong organizational, project management, and prioritization skills.
- Excellent written and verbal communication.
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Understanding of KPIs, performance management, and operational reporting.
- High level of professionalism, discretion, and confidentiality.
- Ability to work effectively with lawyers, legal professionals, administrative staff, executives, and corporate teams.
- Strong proficiency with Microsoft Office and business management systems.

Preferred

- Experience managing multiple law offices or locations.
- Experience in a multi-practice law firm or professional services organization.
- Experience with personal injury, litigation, family, real estate, corporate, wills and estates, or other legal practice areas.
- Experience with legal practice management, billing, or accounting systems.
- Experience with KPI dashboards and performance management.
- Experience implementing technology, systems, or operational processes.
- Post-secondary education in Business Administration, Legal Administration, Operations Management, or a related field.

Key Performance Indicators Performance may be measured against:

- Operational efficiency and office performance.
- Lawyer and staff productivity.
- KPI, utilization, and billable-hour performance.
- Time and collection realization.
- Accounts receivable trends.
- Client satisfaction and responsiveness.
- Consultation and client conversion rates.
- Cross-referral activity.
- Employee retention, engagement, and staffing.
- Resource allocation and capacity management.
- Timely completion of operational initiatives.
- Process improvement and SOP adoption.
- Technology adoption.
- Reduction of operational bottlenecks.
- Overall consistency and scalability of firm operations.

What success Looks Like A successful Legal Operations Manager will:

- Ensure assigned firms operate smoothly, professionally, and efficiently.
- Establish consistent operational standards across offices.
- Ensure lawyers and staff have the resources and support needed to perform effectively.
- Use KPIs and data to identify issues and improve performance.
- Resolve operational problems before they become significant.
- Improve client experience and service consistency.
- Build strong relationships with lawyers and staff while maintaining accountability.
- Partner effectively with HR, Finance, Technology, Intake, and the Director of Operations.
- Build scalable systems and processes that support firm growth.
- Ensure operational initiatives are implemented and sustained.
- Keep the Director of Operations informed through concise reporting, timely escalation, and actionable recommendations.

📌 Legal Operations Manager (Mississauga)
🏢 Bluestar Equity
📍 Mississauga