Spectrum Search is partnered with an established skilled services business using AI and automation to transform its operations and client experience. The company is seeking a Head of Operations & Customer Success to build the people processes, service standards and systems needed to support its next phase of growth.

About the chance

This opportunity combines the foundations of an established, profitable business with the scope to shape how a growing organisation operates.

Reporting directly to the Chief Operating Officer, the successful candidate will take ownership of people operations and customer success. There is a clear mandate to build scalable processes, improve client satisfaction and use automation to increase operational capacity.

The role The Head of Operations & Customer Success will connect people, processes and technology across the organisation. This is a hands-on leadership position suited to an operator who can identify what needs fixing, design practical solutions and embed them across teams.

The remit spans the employee lifecycle, customer feedback, complaints management and service improvement, alongside hiring and coaching colleagues across talent acquisition, HR and customer success.

Key responsibilities

- Build people operations processes covering recruitment, onboarding, offboarding, pay bands, performance reviews, payroll and leave administration.
- Establish an effective in-house recruitment process for high-volume operational roles.
- Own client satisfaction across multiple service areas, using customer satisfaction scores, public reviews and operational data to prioritise improvements.




- Create a structured system for managing complaints and escalations received through digital channels.
- Identify root causes of recurring service issues and reduce escalation rates.
- Introduce AI tools and workflow automation to improve consistency, efficiency and capacity.
- Assess opportunities to take ownership of operational platform administration and data quality.
- Hire, coach and develop colleagues across talent acquisition, HR and customer success.
- Establish explicit expectations for performance, accountability and service quality.

Essential requirements

- Experience leading operations, people operations or customer success within a growing organisation.
- Evidence of building processes and systems that remain effective as a business scales.
- Strong analytical judgement, with the ability to translate customer and operational data into practical improvements.
- Experience improving customer journeys, resolving service issues or establishing escalation processes.
- A practical approach to AI and automation, with the ability to identify opportunities to improve workflows.
- Strong people leadership skills, including hiring, coaching and setting clear performance expectations.
- The ability to balance strategic ownership with hands-on delivery.

Nice-to-haves

- Experience supporting a business through a significant increase in team size.
- A background in software, professional services or high-volume consumer services.
- Experience with Clio, or the ability to learn and administer a comparable operational platform.

Location and remote setup

- Full-time position based in Toronto, Ontario.
- Hybrid working, with approximately three days per week in the office.
- Visa sponsorship is not available.

📌 Head of Operations & Customer Success (Toronto)
🏢 Spectrum Search
📍 Toronto