Operations Manager
Full-Time | Toronto (Hybrid)
About Lyons Elite
Lyons Elite is a premier luxury matchmaking agency serving high-net-worth clients across North America. Founded in 2014, we have spent 12 years building a reputation for discretion, psychological depth, and exceptional service. Our clients include executives, entrepreneurs, and accomplished professionals who trust us to navigate one of the most important decisions of their lives. We are entering a period of ambitious growth and are looking for a sharp, driven operations leader to help us scale.
The Opportunity
We are looking for someone who has scaled a service-based business before and wants to do it again. As Operations Manager, you will be the operational backbone of Lyons Elite — owning the systems, processes, and team infrastructure that allow us to grow rapidly without sacrificing the white-glove experience our clients expect. You will work directly with the CEO and have meaningful influence over the direction of the company.
Key Responsibilities
- Scaling & Growth Operations: Design, implement, and continuously improve operational systems and workflows that support rapid, sustainable business growth. Identify bottlenecks, streamline processes, and build infrastructure that allows the team to serve more clients at an exceptional standard.
- Team Leadership & Management: Directly manage and mentor the Lyons Elite team, including matchmakers, sales staff, and support roles. Set clear expectations, run regular check-ins, and ensure accountability while fostering a high-performance, collaborative culture.
- Human Resources: Own the full HR function — hiring, onboarding, performance reviews, documentation, and when necessary, disciplinary processes and terminations. Ensure compliance with employment standards and maintain thorough records.
- Culture & Team Development: Champion and protect the company culture. Create initiatives that keep the team engaged, motivated, and aligned with Lyons Elite’s values. Lead team meetings, off-sites, and recognition programs.
- Events & Brand Experience: Oversee the planning and execution of client events, mixer evenings, and brand activations that reflect the luxury standard of the Lyons Elite brand. Coordinate vendors, venues, and logistics.
- Client Experience & Service Delivery: Ensure every client touchpoint meets or exceeds expectations. Monitor service quality, resolve escalations, and implement feedback loops that drive continuous improvement in client satisfaction and outcomes.
- Reporting & Accountability: Establish and track KPIs across operations, team performance, client satisfaction, and revenue. Provide the CEO with clear, actionable reporting on a weekly and monthly basis.
What You Bring
- Proven experience scaling a service-based or client-facing business (agency, hospitality, luxury services, or similar). This is non-negotiable — we need someone who has done it, not someone who wants to try.
- 3+ years in an operations management, general management, or COO-track role with direct team oversight.
- Strong people management skills with demonstrated ability to build, motivate, and hold teams accountable.
- Experience owning HR functions including hiring, onboarding, performance management, and compliance.
- Exceptional organizational skills with the ability to manage multiple priorities without dropping the ball.
- A natural standard of excellence — you notice what’s off before anyone tells you, and you fix it.
- Comfort with CRM systems, project management tools, and basic data reporting.
- Polished communication skills, both written and verbal, appropriate for a luxury brand environment.
- Discretion and professionalism — our clients are high-profile and privacy is paramount.
Nice to Have
- Experience in matchmaking, dating, luxury lifestyle, or high-touch personal services.
- Event planning or production experience.
- Familiarity with digital marketing, SEO, or social media operations as they relate to business growth.
- Experience working in founder-led, entrepreneurial environments where agility matters more than bureaucracy.
Why Lyons Elite
- Direct access to a founder-CEO who is deeply invested in your success and the growth of the business.
- A meaningful leadership role with real autonomy — not a cog-in-the-machine position.
- The opportunity to shape the trajectory of a recognized luxury brand in a rapidly growing industry.
- A team that is passionate, driven, and genuinely cares about the work we do.
- Competitive compensation with growth-linked performance incentives.
Lyons Elite is an equal opportunity employer.
www.lyonselite.com