Head of Legal Operations
About The Position
We're seeking a Head of Legal Operations to transform our legal service delivery through hands-on client management, proactive case monitoring, and operational excellence. This role combines direct client interaction with process improvement, ensuring every client receives exceptional service while building scalable systems for growth. This role is intended to ensure both client happiness and operational excellence through hands-on involvement. Every immigrant we serve should feel seen, supported, and confident that their case is moving forward.
Requirements
- 5+ years in legal operations, client services, or law firm management
- Exceptional client communication and de-escalation skills
- Experience with case management and quality assurance
- Strong understanding of legal ethics and compliance requirements
- Proven ability to handle difficult conversations with empathy and professionalism
- Detail-oriented with strong organizational skills
Nice To Haves
- Experience in immigration law or high-volume practices
- Bilingual (English/Spanish) strongly preferred
- Customer service or client success background
- Familiarity with legal technology platforms
- Experience managing bar complaints or ethics issues
Responsibilities
- Direct Client Management & Experience Handle escalated client concerns and de-escalate upset clients professionally
- Conduct proactive client wellness checks throughout the case lifecycle
- Own the entire refund process, investigating root causes, and implementing preventative measures
- Design early intervention protocols for at-risk clients
- Build and monitor client satisfaction metrics
- Case Monitoring & Quality Assurance Conduct regular case audits to ensure timely progress and compliance
- Identify stalled cases and coordinate with attorneys for immediate action
- Monitor case milestones and flag delays before clients notice
- Ensure no client feels "forgotten" through systematic progress tracking
- Develop quality benchmarks for case handling and resolution times
- Risk Management & Compliance Manage malpractice insurance and claims coordination
- Track and ensure 100% CLE compliance for all attorneys
- Oversee all bar complaints in partnership with ethics counsel Nancy Greenlee
- Analyze complaint patterns to implement preventative measures
- Maintain compliant client retainer agreements
- Ensure adherence to bar rules and trust accounting requirements
- Process Optimization & Training Design scalable workflows from intake through resolution
- Create templates, checklists, and playbooks
- Develop and deliver training on client communication and case management
- Implement technology solutions for case tracking and client updates
- Build knowledge management systems
- Performance Analytics & Reporting Track KPIs: client satisfaction, case progress, refund rates, complaint resolution
- Build dashboards for real-time operational visibility
- Report to leadership with actionable recommendations
- Measure ROI of client service initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
