Legal Staff Marketing in New York City, NY

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Law Firm

New York City, NY

Legal Staff Marketing in New York City, NY

Legal Staff

Min 3 yrs required

No

Job Title:
Client Engagement Operations Manager (Complex Litigation)

Job Responsibilities:
The Client Engagement Operations Manager is responsible for guiding clients through the initial stages of their case workup. This role involves working directly with Case Operations leadership to ensure that clients have positive initial interactions with the law firm. Key responsibilities include:

- Acting as the primary liaison between Activation and Case teams to ensure seamless communication and productivity.
- Designing and managing a multi-channel client engagement protocol to collect essential information for evaluating the viability of a client’s claim.
- Managing an outside vendor responsible for an outbound call program, including staffing oversight, training development, and performance evaluations against target KPIs.
- Conducting regular check-ins, performance reviews, and audits on team productivity and outputs, while providing regular status updates and performance reports to leadership and stakeholders.
- Monitoring and evaluating the performance of all inbound and outbound client communications across vendor agents, case staff, email marketing, and SMS campaigns.
- Identifying opportunities for improvement in SOPs, scripts, training, management, etc., and executing new initiatives and outreach campaigns to drive improved outcomes.
- Collaborating with tech, product, and marketing teams to set up and troubleshoot all systems required for seamless client outreach and inbound communication.

Education and Experience Information:
- A minimum of 3+ years of work experience in management consulting or operations, ideally with exposure to Client Success or Client Experience teams.
- Excellent problem-solving and structured thinking skills, with the ability to analyze data and extract actionable insights.
- A client-centric operational leader with a passion for building and refining processes.
- Experience in designing and managing campaigns across email, text, and phone.
- Comfort working autonomously in a fast-paced environment across multiple high-priority projects.

Bonus Points:
- Experience with Salesforce, Marketing Cloud, or other CRMs and Email/Text Campaign tools.
- Experience managing third-party vendor relationships.

Salary Information:
The text does not provide specific salary information for the Client Engagement Operations Manager position.

Benefits:
The law firm offers an excellent benefits package for full-time employees, including medical and dental insurance, a 401(k) plan, paid time off, and paid holidays.

Equal Opportunity Statement:
The law firm provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

E-Verify:
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the . If E-Verify cannot confirm that you are authorized to work, the employer is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) to resolve the issue before taking any action against you, including termination of employment. Employers can only use E-Verify after a job offer is accepted and the I-9 Form is completed.

Privacy Policy:
Reference to a link for the law firm's privacy policy is provided.

Jul 07, 2025
Apr 29, 2025
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