K&I Premium Services Manager

Ogletree Deakins • Greenville, SC

3d • Remote

About The Position

Ogletree Deakins’ Knowledge and Innovation (K&I) department is hiring a Manager for its K&I Premium Services team. The team provides operational, data, technology, and program management support to attorney teams and clients across large-scale client programs. The Manager leads a team within an assigned program workstream and oversees and optimizes operations, processes, projects, and program initiatives. The role uses tools and technologies to develop innovative, data-focused, and process-driven solutions that provide value to clients.

The Manager works closely with shareholders, attorney teams, K&I colleagues, the IT Department, and other administrative departments. The position includes team leadership and personnel management, operational and performance reporting, workflow and capacity planning, process improvement, program coordination, documentation, stakeholder communications, risk mitigation, and support for change management. The role also requires protecting client confidentiality and privileged information and escalating matters requiring attorney or Senior Manager judgment.

This is a remote position. Pay varies by location, and the role is eligible for performance-based bonuses. The position requires a four-year college or university degree or equivalent experience, at least four years supervising or leading a team, at least four years of program/project management, operations, or related experience, and three or more years in professional services, preferably a law firm.

Requirements

• Four-year college or university degree or equivalent experience.
• At least 4 years of experience supervising or leading a team.
• At least 4 years of experience in program or project management, operations, or a related area.
• Experience collaborating with and influencing internal stakeholders.
• Outstanding written and verbal communication skills and ability to present to diverse audiences.
• Experience building workload, capacity, or program reports and comfort with CRM or case management systems.
• Analytical experience interpreting workload, volume, and performance metrics to guide staffing and priorities.
• Ability to exercise sound business judgment and make well-reasoned independent decisions.
• At least 3 years working in professional services, preferably a law firm.
• Accountability, self-direction, motivation, and an innovative approach.
• Problem-solving skills, experience using internal and/or external resources, conflict resolution, and follow-through.
• Ability to manage time effectively and meet critical deadlines.
• Ability to remain calm under pressure.
• Familiarity with project management techniques and project-related documentation.
• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, Teams, SharePoint, and the document management system.
• Experience with Salesforce or a comparable case management or CRM platform, including building reports and dashboards.
• Exceptional computer and technical skills and demonstrated aptitude for learning new technologies quickly.
• Excellent critical thinking, organizational, analytical, problem-solving, and technical skills, with the ability to coordinate multiple workstreams.
• Ability to gather data, analyze information, and recommend solutions.
• Active listening, professional and tactful responsiveness, and clear, accurate writing and editing.
• Strong customer service and responsiveness to internal and external questions and requests.
• Ability to work independently and collaboratively, self-start, and take initiative with minimal supervision.
• Attention to detail, including the ability to work accurately for prolonged periods and under restrictive deadlines.
• Ability to work effectively remotely and collaborate consistently with a distributed team.
• Dependability, follow-through, accountability, and willingness to work additional hours when necessary to meet Firm objectives.
• Ability to maintain confidentiality, steward Firm systems and information responsibly, and embrace diversity and inclusion of thought.

Nice To Haves

• Familiarity with Power BI or similar reporting tools.
• Familiarity with workflow automation tools such as Power Automate.
• Experience with or knowledge of Smartsheet, iManage, and other systems commonly used in law firms.

Responsibilities

• Collaborate with team members to establish and monitor key performance indicators and operational metrics.
• Monitor workstream performance using case, ticket, and task data from systems such as Salesforce and Smartsheet, and report on volume, trends, and bottlenecks.
• Lead, coach, and develop analysts, program specialists, operational staff, and/or data support staff.
• Develop and implement employee management strategies, including performance evaluation, training and development, and conflict resolution.
• Identify and implement process improvements to enhance departmental efficiency and effectiveness.
• Delegate work clearly based on team members’ skills and capacity, and hold team members accountable for results.
• Adapt to changing priorities, rebalance workloads, and keep the team and stakeholders aligned.
• Provide staffing and capacity input, including workload analysis to support headcount planning.
• Prepare and facilitate meetings, capture notes, action items, and decisions, and distribute them to relevant stakeholders.
• Track departmental action items and tasks, and follow up to support accountability and timely completion of deliverables.
• Create and maintain process, procedure, and project milestone documentation, keeping resources organized and accessible.
• Prepare program communications and progress reports, ensuring they are accurate, timely, and appropriately reviewed.
• Collaborate with cross-functional teams, attorneys, and stakeholders to define program requirements, gather resources, and foster communication.
• Identify program risks and develop mitigation strategies to deliver initiatives within scope, schedule, and budget.
• Protect client confidentiality and privileged information, and escalate matters requiring attorney or Senior Manager judgment.
• Support change management for new tools, process changes, and program launches, including training, communication, and adoption tracking.
• Monitor program functions and deliverables, track metrics, and prepare status reports for the Senior Manager and/or stakeholders.
• Oversee team workload, tasks, and projects; recommend professional development; and participate in hiring, onboarding, and training.
• Manage schedules, including time-off approvals, and approve timesheets.
• Conduct annual performance reviews and partner with Human Resources and the Senior Manager on performance-related issues.
• Perform other duties as assigned.

Benefits

• Paid Time Off
• Paid Sick Leave
• 401(k) matching program
• Profit Sharing
• Paid Holidays
• Paid Parental Leave
• Health and Life Insurance, including Dental and Vision coverage
• Health Savings Account and Flexible Spending Accounts for dependent-care and/or health-care expenses
• Tuition Reimbursement
• Employee Assistance Program
• Performance-based bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Manager