K&I Premium Services Manager

Ogletree Deakins•Austin, TX

6d•Remote

About The Position

Ogletree Deakins’ Knowledge and Innovation (K&I) department is seeking 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, using innovative, data-focused, and process-driven solutions to deliver value to clients. The role works closely with shareholders, attorney teams, K&I colleagues, IT, and other administrative departments. The Manager oversees team performance and personnel, including workload, projects, professional development, hiring, onboarding, training, schedules, timesheets, and annual performance reviews. The position supports program delivery through performance measurement, capacity and workload analysis, process improvement, documentation, communications, change management, risk mitigation, and stakeholder coordination. The role also protects confidential and privileged information and escalates matters requiring attorney or Senior Manager judgment. This is a remote position. Compensation varies by location and is contingent on relevant experience, education, skills, and other job-related factors. The position is eligible for performance-based bonuses and benefits. Ogletree Deakins is an equal opportunity employer and is committed to diversity and inclusion.

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, including the ability to present to diverse audiences.
Experience building workload, capacity, or program reporting, 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 of experience working in professional services, preferably at a law firm.
Accountability, self-direction, motivation, and innovation.
Problem-solving skills, including experience using internal and/or external resources, resolving conflicts, and following through.
Ability to manage time effectively and meet critical deadlines, and remain calm under pressure.
Familiarity with project management techniques and the completion and interpretation of project-related documentation.
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Teams, and SharePoint, and with a document management system.
Experience with Salesforce or a comparable case management or CRM platform, including building reports and dashboards.
Strong critical thinking, organizational, analytical, problem-solving, and technical skills, including the ability to coordinate multiple workstreams.
Ability to gather data, analyze information, and recommend solutions.
Active listening, professional and tactful responses, clear and informative writing, and careful editing.
Strong customer service and responsiveness to internal and external questions and requests.
Ability to work independently and collaboratively, take initiative, and work with minimal supervision.
Attention to detail over extended periods and under restrictive deadlines; ability to complete work logically and accurately.
Ability to work effectively in a remote environment and collaborate consistently with a distributed team.
Dependability, follow-through, and willingness to work additional hours when necessary to meet Firm objectives.
Ability to safeguard Firm systems, data, and information, maintain confidentiality, 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 opportunities for process optimization and implement solutions that improve departmental efficiency and effectiveness.
Delegate work based on team members’ skills and capacity, and hold team members accountable for results.
Adapt to changing priorities by rebalancing workloads and keeping the team and stakeholders aligned.
Provide staffing and capacity input, including workload analysis to support headcount planning.
Prepare and facilitate meetings, capture and distribute notes, action items, and decisions, and follow up on tasks and deadlines.
Create and maintain process, procedure, and project milestone documentation, ensuring resources are organized and accessible.
Prepare accurate and timely program communications and progress reports, ensuring appropriate review before release.
Collaborate with cross-functional teams, attorneys, and stakeholders to define program requirements, secure resources, and support effective communication.
Identify program risks and develop mitigation strategies to deliver initiatives within scope, on time, and within 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 report milestones, accomplishments, and challenges to the Senior Manager and/or stakeholders.
Oversee team workload, tasks, and projects; recommend professional development; and participate in hiring, onboarding, and training.
Manage team schedules, approve time off and timesheets, and conduct annual performance reviews in partnership with Human Resources and the Senior Manager on performance matters.
Perform other duties as assigned.