Legal Staff Marketing in Bedford, NH

Law Firm

Bedford, NH

Legal Staff Marketing in Bedford, NH

Legal Staff

Min 3 yrs required

No

Job Title: Client Engagement Operations Manager (Complex Litigation)

Job Responsibilities:
- Serve as the key liaison between Activation and Case teams to ensure seamless communication, productivity, and delivery of results aligned with organizational goals.
- Design and oversee a multi-channel client engagement protocol to evaluate the viability of a client’s claim.
- Manage an outside vendor responsible for the outbound call program, including staffing oversight, training development, and performance evaluation towards target KPIs.
- Conduct regular check-ins, performance reviews, and audits on team productivity, providing status updates, performance reports, and escalating risks/issues to leadership.
- Monitor and evaluate performance of all inbound and outbound client communications across various channels including vendor agents, case staff, email marketing, and SMS campaigns.
- Identify improvement opportunities across SOP, scripts, training, management, etc., and execute initiatives and outreach campaigns for improved outcomes.
- Collaborate with tech, product, and marketing teams to set up and troubleshoot systems for seamless client outreach and inbound communication.

Education and Experience Information:
- Requires 3+ years of experience in management consulting or operations, ideally with exposure to Client Success or Client Experience teams.
- Must possess excellent problem-solving and structured thinking skills, with proficiency in analyzing data and extracting actionable insights for decision-making.
- Client-centric operational leader with a passion for building and refining processes.
- Experience in designing and managing campaigns across email, text, and phone is required.
- Comfort working autonomously in a fast-paced environment across multiple high-priority projects is necessary.

Bonus Points:
- Experience with Salesforce, Marketing Cloud, or other CRMs and Email / Text Campaign tools.
- Experience managing 3rd party vendor relationships.

Salary Information:
The text does not provide specific salary information. However, it mentions that full-time employees are offered an excellent benefits package 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 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.

Additional Information:
This employer participates in E-Verify to confirm employment authorization. If E-Verify cannot confirm authorization, the employer will provide instructions and an opportunity to contact DHS or SSA to resolve the issue before any employment action is taken. Employers can use E-Verify only after a job offer is accepted and the I-9 Form is completed.