Head of Legal Operations

New Frontier Immigration Law•Glendale, AZ

1d•Remote

About The Position

At New Frontier Immigration Law, we don't just practice law. We fight for freedom, keep families together, and change lives, including our own. We're on a mission to impact 1 million immigrants across the U.S. This isn't just a workplace. It's a movement. We don't hire employees, we recruit people with empathy, grit, and purpose. People who turn "impossible" into "done." If you want to use your operational, analytical, and leadership skills to build a system that ensures every client receives exceptional care and justice, you belong here. 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. At New Frontier Immigration Law, this isn't just legal operations. It's operational justice! Every process you streamline, every client you retain, and every complaint you prevent brings families one step closer to freedom and safety. Join us in building a legal system that cares deeply, operates efficiently, and delivers hope at scale.

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

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
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
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
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
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