ARC Operations Manager

Ballard Spahr•Philadelphia, PA

17h•Remote

About The Position

The primary purpose of the ARC Operations Manager is to support a highly efficient and effective word‑processing and document‑services operation. Under the general direction of the Director, the ARC Operations Manager oversees the day‑to‑day functions of the Administrative Resource Center, ensuring consistent, high‑quality service delivery. This role serves as an accessible resource for all firm personnel, proactively engaging with users and assisting with their document needs. The Operations Manager is responsible for supervising all shift coordinators, monitoring the timely completion of routine tasks, and managing the intake, assignment, and reporting of all work requests. The overarching goal of the position is to provide strong leadership and operational oversight for overflow and off‑hours document‑processing support. This position is fully remote if located in a state with a Ballard office.

Requirements

Self-motivated with a passion for continuous learning and problem-solving.
Strong verbal and written communication abilities.
Keen attention to detail with the ability to manage multiple priorities and deadlines independently.
High school diploma
At least three years of experience in law‑firm practice support or word‑processing services
Prior supervisory or management experience.
Advanced proficiency in Microsoft Word, Outlook, PowerPoint, and Excel.
Strong typing skills of at least 70 WPM.
Excellent grammar and proofreading abilities.
Familiarity with legal terminology, forms, and electronic court filing.
Strong initiative, the ability to work independently with minimal supervision.
Interpersonal skills necessary to collaborate effectively with personnel at all levels.
Exceptional organizational, communication, and problem‑solving skills.
Ability to multitask efficiently.
Maintain regular, predictable attendance, including working beyond standard hours when needed.

Nice To Haves

Bachelor's degree preferred
Experience with legal‑specific software such as AIA, NetDocs, WorkShare, Litera Change‑Pro, and BigHand Dictation is strongly preferred.

Responsibilities

Manage Intake Requests: Monitor service and resource request system queues and take appropriate action(s). Request queues include the ARC Inbox and all subfolders, ServiceNow, BigHand, telephone and voicemail, fax boxes (after hours), and MS Teams; assess each request and estimate the completion time; communicate with requester if there are any questions on the intake.
Coordinate Workflow: Assess priorities for ARC staff, including managing all work assignments; oversee responsibility for special projects; arranging for adequate coverage when staff are absent; assessing the need for overtime; oversee training and assignment of work to Opensity backfill and other temporary staff.
Ensure Quality: Ensure quality control through thorough proofing and editing of department work products.
Create Structure: Work closely with department management on developing and implementing policies and procedures; enhance user services and relationships, assess team equipment and software; provide risk management guidance; understand ethical wall management; oversee ARC file storage management and file retention program; recommend automation enhancements.
Assess Performance: Participate in recruiting and training new ARC personnel; conduct or provides input in performance evaluations; monitor attendance; provide routine feedback to staff relating to performance; recommend disciplinary action when appropriate.
Provide Information: Report regularly to department management on team goals, objectives, projects, and accomplishments.