K&I Premium Services Manager

Ogletree Deakins•Austin, TX

13d•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 technology and data-focused, process-driven solutions to deliver value to clients. The Manager works closely with shareholders, attorney teams, K&I colleagues, IT, and other administrative departments. The role includes team leadership and personnel management; operational and workload analysis; process improvement; program coordination, documentation, reporting, and change management; and safeguarding confidential and privileged information. This is a remote position.

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 a law firm.
Accountability, self-direction, motivation, and innovation.
Problem-solving skills, including use of internal and/or external resources, conflict resolution, and follow-through.
Ability to manage time effectively and meet critical deadlines, and remain calm under pressure.
Familiarity with project management techniques and completing and interpreting project 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.
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.
Professional, tactful, and timely communication; active listening; and clear, accurate writing and editing.
Strong responsiveness to internal and external questions and requests.
Ability to work independently and collaboratively, self-start, take initiative, and work with minimal supervision.
Attention to detail, including for prolonged periods and under restrictive deadlines.
Ability to work effectively remotely and collaborate consistently with a distributed team.
Dependability, follow-through, and willingness to work additional hours when necessary to meet Firm objectives.
Ability to maintain confidentiality and responsibly steward Firm systems, data, and information; embraces 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, 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 process optimization opportunities and implement solutions to improve departmental efficiency and effectiveness.
Delegate work clearly based on team members’ skills and capacity, and hold them 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.
Track department tasks and action items, follow up, and support timely completion of deliverables.
Create and maintain documentation of processes, procedures, and project milestones, keeping team resources 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, obtain resources, and support communication across initiatives.
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 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, approve time off and timesheets, conduct annual performance reviews, and partner with Human Resources and the Senior Manager on performance issues.
Perform other duties as assigned.