K&I Premium Services Manager

Ogletree Deakins•Greenville, SC

3d•Remote

About The Position

Ogletree Deakins’ Knowledge and Innovation (K&I) department is seeking a Manager for its 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, Information Technology, and other administrative departments. It includes managing team personnel, performance, workload, schedules, and development, as well as monitoring program delivery and reporting to the Senior Manager and stakeholders. This is a remote position. Compensation varies by location and the role is eligible for performance-based bonuses. The position requires protecting confidential and privileged information and may require additional hours when necessary to meet Firm objectives.

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.
Strong 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 in professional services; law firm experience preferred.
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, meet critical deadlines, and remain calm under pressure.
Familiarity with project management techniques and completing and interpreting project-related documentation.
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Teams, SharePoint, and 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 and analyze data and recommend solutions.
Active listening, responsiveness, professional and tactful communication, and clear, accurate writing and editing.
Strong customer service and ability to respond effectively to internal and external requests at all levels.
Ability to work independently and collaboratively, self-start, and take initiative with minimal supervision.
Attention to detail, including during prolonged work 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 and responsibly handle Firm systems, data, and information.
Commitment to diversity and inclusion of thought.

Nice To Haves

At least 3 years of professional services experience, preferably in a law firm.
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; 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 process optimization opportunities and implement solutions to improve departmental efficiency and effectiveness.
Delegate work according to team members’ skills and capacity, and hold them accountable for results.
Adapt to changing priorities by rebalancing workloads and aligning the team and stakeholders.
Provide staffing and capacity input, including workload analysis to support headcount planning.
Prepare and facilitate meetings, including agendas, scheduling, notes, action items, and decision records.
Track department tasks and action items, follow up on accountability, and ensure timely completion of deliverables.
Create and maintain documentation of processes, procedures, and project milestones; keep team resources organized and accessible.
Prepare accurate, timely program communications and progress reports and ensure appropriate review before release.
Collaborate with cross-functional teams, attorneys, and stakeholders to define program requirements, gather resources, and support effective communication.
Identify program risks and develop mitigation strategies to help 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, communications, 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 schedules, approve time off and timesheets, conduct annual performance reviews, and partner with Human Resources and the Senior Manager on performance matters.
Perform other duties as assigned.