Legal Staff Marketing in Portland, ME

Law Firm

Portland, ME

Legal Staff Marketing in Portland, ME

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, ensuring seamless communication, productivity, and the delivery of high-quality results aligned with organizational goals.
- Design and oversee a multi-channel client engagement protocol to gather essential information to evaluate the viability of a client’s claim.
- Manage outside vendor responsible for outbound call program, including oversight of staffing, development of training, and evaluation of performance toward target KPIs.
- Conduct regular check-ins, performance reviews, and audits on team productivity and outputs, providing regular status updates, performance reports, and escalation of risks/issues to leadership and key stakeholders.
- Monitor and evaluate 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 execute new initiatives and outreach campaigns to drive improved outcomes.
- Collaborate with tech, product, and marketing teams to set up and troubleshoot all systems required to facilitate seamless client outreach and inbound communication.

Education and Experience Information:
- 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 analyzing data and extracting actionable insights to inform decision-making.
- Client-centric operational leader with a passion for building and refining processes.
- Experience designing and managing campaigns across email, text, phone.
- Comfort working autonomously in 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 3rd party vendor relationships.

Salary Information:
The text does not provide specific salary information for the position.

Benefits:
Law firm is a leading personal injury law firm dedicated to protecting the people, not the powerful. For full-time employees, an excellent benefits package is offered including medical and dental insurance, 401(k) plan, paid time off, and paid holidays.

Equal Opportunity Statement:
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:
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, this employer is required to give you written instructions and an opportunity to contact 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.

Privacy Policy:
Here is a link to law firm's privacy policy.