Legal Staff Marketing in Tampa, FL

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Law Firm

Tampa, FL

Legal Staff Marketing in Tampa, FL

Legal Staff

Min 3 yrs required

No

Job Title: Client Engagement Operations Manager (Complex Litigation)

Job Responsibilities:
- Act as the primary liaison between Activation and Case teams, ensuring effective communication, productivity, and the delivery of high-quality results that align with organizational objectives.
- Design and manage a multi-channel client engagement protocol to collect essential information for evaluating the viability of a client's claim.
- Oversee an external vendor responsible for an outbound call program, including managing staffing, developing training, and evaluating performance against target KPIs.
- Conduct regular check-ins, performance reviews, and audits on team productivity and outputs, providing status updates, performance reports, and escalating risks/issues to leadership and key stakeholders.
- Monitor and assess the performance of all inbound and outbound client communications across vendor agents, case staff, email marketing, and SMS campaigns.
- Identify opportunities for improvement across SOP, scripts, training, management, etc., and implement new initiatives and outreach campaigns to drive better outcomes.
- Collaborate 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 proficiency in analyzing data and extracting actionable insights to inform decision-making.
- A client-centric operational leader with a passion for building and refining processes.
- Experience in designing and managing campaigns across email, text, and phone channels.
- Comfort in 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.

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 and prohibits 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:
The 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) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

Jul 07, 2025
Apr 29, 2025
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