Our client is seeking a Director of Operations to lead operational excellence across our medical-legal evaluation services. This role owns workflow optimization, technology adoption, and organizational alignment — driving measurable improvements in turnaround time, quality, and scalability. The ideal candidate combines deep process-improvement expertise with fluency in modern automation tools,

and thrives on turning complexity into clear, efficient systems.

This is a highly visible leadership position reporting directly to executive leadership, responsible for translating business strategy into operational execution.

Key Responsibilities:

Workflow Optimization & Process Improvement

- Map, analyze, and continuously improve end-to-end operational workflows across intake, scheduling,

evaluation coordination, report production, and delivery

- Identify bottlenecks and inefficiencies in the medical-legal evaluation lifecycle and design scalable solutions
- Establish and monitor KPIs and SLAs to track throughput, quality, and turnaround times
- Lead root-cause analysis on recurring operational issues and implement durable fixes rather than temporary workarounds
- Build or oversee dashboards and reporting tools that give leadership real-time visibility into operational performance

Organizational Alignment & Change Management

- Serve as the operational bridge between clinical, administrative, sales, and executive teams, ensuring consistent processes and shared priorities
- Lead change management initiatives — communicating rationale, training staff, and driving adoption of current systems and processes with minimal disruption
- Develop and maintain SOPs, training materials, and onboarding processes to support consistency as the company scales
- Foster a culture of accountability, continuous improvement, and operational discipline across departments

People & Administration Management

- Manage direct reports across operations, physician and health care professional assessors,

administration,



and support functions, including hiring, coaching, performance management, and development

- Oversee administrative operations, including reporting cadences, resource allocation, and cross-

team coordination

- Ensure clear ownership and accountability for operational tasks across teams
- Provide regular operational reporting to executive leadership, including performance metrics, risks,

and improvement initiatives

-Cross-collaboration with business development & finance business planning initiatives to actively support success metrics through effective operations.

Business Planning & Strategy

- Partner with executive leadership on annual and quarterly business planning, translating strategic goals into operational roadmaps
- Forecast operational capacity needs against business growth and evaluator/provider network expansion
- Support budgeting and resource planning for operations, technology, and staffing
- Evaluate the ROI of process and technology investments and report outcomes to leadership

Qualifications

Required:

- 5+ years of progressive operations leadership experience, ideally within medical-legal, IME

(Independent Medical Examination), healthcare administration, legal services, or a comparably regulated, deadline-driven industry

- Demonstrated track record of leading workflow redesign and process improvement initiatives with measurable results
- Hands-on experience implementing Generative AI tools and/or automation platforms in a business operations context (e.g., document generation, workflow automation, AI-assisted review/QA)
- Strong people-management experience,



including managing managers or multi-functional teams
- Proven experience leading organizational change management initiatives
- Excellent skills in reporting, KPI development, and data-informed decision-making
- Strong business acumen with experience contributing to strategic and business planning
- Exceptional communication skills, with the ability to align stakeholders across clinical,

administrative, and executive functions

Preferred:

- Familiarity with medical-legal or independent medical examination (IME) processes, terminology, and compliance requirements
- Experience with case management systems, CRM platforms, or legal/medical documentation software
- Experience leading IT/software vendors to optimize case management systems and integrate new tools into existing tech stack
- Background in Lean, Six Sigma, or other formal process-improvement methodologies
- Bachelor's degree in Business Administration, Healthcare Administration, Operations Management,

or related field (MBA a plus)

What Success Looks Like in This Role

- Reduced turnaround times and improved on-time delivery rates across evaluation workflows
- Successful rollout of AI/automation tools that measurably reduce manual effort, improve operating expenses without compromising quality or compliance
- A well-documented, scalable operating model with clear SOPs and cross-functional alignment
- A high-performing, well-managed operations team with clear accountability structures
- Operational input that directly informs and strengthens company-wide business planning

This is intended to convey information essential to understanding the scope of the role and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the position.

The salary for this position is competitive and includes benefits, based on experience and qualifications.

Compensation may also include bonus/commission.

📌 Director of Operations (Mississauga)
🏢 MedMatch Recruitment
📍 Mississauga