Legal Staff Marketing in Minneapolis, MN

Law Firm

Minneapolis, MN

Legal Staff Marketing in Minneapolis, MN

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 delivery of high-quality outcomes in line with organizational objectives.
- Develop 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 the outbound call program, including staff oversight, training development, and performance evaluation towards target KPIs.
- Conduct regular check-ins, performance reviews, and audits on team productivity and outputs, providing regular updates, performance reports, and escalating risks/issues to leadership and stakeholders.
- Monitor and assess the performance of all inbound and outbound client communications, including vendor agents, case staff, email marketing, and SMS campaigns.
- Identify areas for improvement across standard operating procedures, 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, with exposure to Client Success or Client Experience teams preferred.
- Strong problem-solving and structured thinking skills with proficiency in analyzing data and extracting actionable insights for decision-making.
- A client-centric operational leader with a passion for building and refining processes.
- Experience in designing and managing campaigns across various channels such as email, text, and phone.
- Ability to work 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:
- Medical and dental insurance.
- 401(k) plan.
- Paid time off and paid holidays.

Equal Opportunity Statement:
The law firm provides equal employment opportunities to all employees and applicants without discrimination or harassment based on 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 to confirm work 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.

Privacy Policy:
The text refers to a link to the law firm's privacy policy.