Job Title: Client Engagement Operations Manager (Complex Litigation)
Job Responsibilities:
- Serve as the key liaison between Activation and Case teams to ensure seamless communication and productivity, delivering high-quality results aligned with organizational goals.
- Design and oversee a multi-channel client engagement protocol to gather essential information for evaluating the viability of a client’s claim.
- Manage an outside vendor responsible for the 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 escalating risks/issues to leadership and key stakeholders.
- Monitor and evaluate the performance of all inbound and outbound client communications, across vendor agents, case staff, email marketing, and SMS campaigns.
- Identify opportunities for improvement across SOPs, 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 in 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, and phone.
- Comfort working autonomously in a fast-paced environment across multiple high-priority projects.
- Bonus points for experience with Salesforce, Marketing Cloud, or other CRMs and Email/Text Campaign tools, and experience managing 3rd party vendor relationships.
Salary Information:
- Not specified in the text.
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:
- 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 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.
