Business Manager

JAMS, Inc.•San Francisco, CA

About The Position

We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you. A Brief Overview Leads a larger Resolution Center (RC) team or a smaller RC in a way that maximizes efficiencies, business and practice development, and profitability. Uncovers opportunities to improve performance both financially and operationally. Provides oversight to a small Resolution Center (RC) or assists higher level manager with the day-to-day operations of a large or multiple small RCs.

Requirements

Bachelor's Degree in a related field. Required
4-6 years of working in legal services office management or related experience. Internal candidates: 3-5 years as an Associate Business Manager, Dispute Resolution Consultant, Senior Case Manager, or other senior level position with proven leadership qualities and a track record of “performs well” job performance. Required
Must have a good understanding of all case management processes, the legal industry including court processes, legal terminology, and all ADR options including complex arbitration. (Required proficiency)
Demonstrated proficiency in budgeting, success measurement, expense management, A/R percentages, and interrelations of those areas and the overall impact on the business imperative. (Required proficiency)
Ability to assess client satisfaction; identify additional client service opportunities; and implement strategies to strengthen client relationships, increase client retention, and resolve client issues. (Required proficiency)
Ability to develop and implement strategic solutions that can improve client relations and client service. (Required proficiency)
Understands the local market, the legal community, and business trends. (Required proficiency)
Computer literate and proficient in all technology and software programs required for the position. (Required proficiency)
Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast paced environment. (Required proficiency)
High level of proficiency at verbal and written communication skills. (Required proficiency)
Ability to manage conflict in a direct, solution oriented manner. (Required proficiency)
Ability to operate Zoom software, connecting to Zoom sessions, and connecting audio calls to video calls. (Required proficiency)
Prior experience with multimedia support (Zoom, HDMI connection to display, Creston). (Required proficiency)
Ability to proactively verify and test existing A/V equipment. (Required proficiency)
Ability to troubleshoot technical issues while working with remote IT support. (Required proficiency)

Nice To Haves

12+ years of working in a legal or client experience field. Plus

Responsibilities

People management experience: manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Leads, coaches, and develops associates. Leads the performance and delivery of client service through associate and panel development focused on the client experience, operational excellence, and case management including escalating complex issues for guidance that impact clients, panelists, or associates.
Oversees the day-to-day operations, including budget of the Resolution Center (RC), to ensure that expectations are met with clients, panelists (judges and attorneys), and associates.
Partners with HR in hiring, training, and on-going support. Works to maintain high associate engagement levels throughout RC. Coaches associates, trains and onboards new associates, conducts performance management, and out counsels when warranted.
Provides client service (including panelists) through reviewing and responding to client feedback and identifying trends that impact the client experience. Seeks solutions for any potential problems that impact clients, associates, and panelists. Develops relationships with key clients. Ensures that new panelists feel welcome and oriented to the organization. Maintains professional and supportive relationship with panelists. Solicits panelist feedback regarding general status of RC.
Collaborates with Facilities and building management on upgrades, renovations, relocations/remodels, and day-to-day facilities issues in the absence of a Manager, Client Experience and collaborates with Finance on all billing issues including determinations on write offs, refunds, panel rates, etc.
Partners with Practice Development Manager(s) (PDM) to develop client relationships through networking events and collaboration with panelists to meet professional goals. Facilitates CLE and other educational programs/hosting events, etc., when necessary.
Partners in the identification and recruitment of new panelists, in collaboration with manager or appropriate Senior VP. Conducts some initial meetings with panelists at SVP’s discretion.
Articulates, trains, and performs in accordance with all JAMS policies and procedures which affect overall management of case matters including documentation, financial policies, and usage of JAMSware for all types of resolution services that company and its panelists offer.
Collaborates with panelists to develop and administer their ADR practices; ensures alignment with company goals.
Drives work independently and escalates questions and issues, as needed.