Legal Operations Director

New Frontier Immigration Law•Glendale, AZ

47d

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 Legal Operations Manager (or Director of Legal Operations, depending on experience) to transform how we deliver legal services through proactive client management, process optimization, and operational excellence. This is a client experience and performance leadership position that ensures every immigrant we serve feels seen, supported, and confident that their case is moving forward. You will build systems, manage processes, and coach teams so that every client receives the care, communication, and results they deserve.

Requirements

5+ years in legal operations, client services, or law firm management.
Proven experience managing client experience, performance metrics, and quality assurance.
Deep understanding of legal ethics, bar compliance, and case management.
Excellent communication and de-escalation skills.
High attention to detail and exceptional organizational ability.

Nice To Haves

Background in immigration law or other high-volume legal practices.
Bilingual (English/Spanish) strongly preferred.
Experience managing bar complaints or ethics issues.
Familiarity with legal tech platforms and CRM systems.

Responsibilities

Handle escalated client concerns and de-escalate issues with empathy and professionalism.
Conduct proactive “client wellness checks” throughout the case lifecycle.
Oversee the refund process, analyze root causes, and implement preventive strategies.
Build systems to monitor and improve client satisfaction — targeting $0 refunds through proactive care.
Audit cases regularly to ensure timely progress and compliance.
Identify stalled cases and coordinate with attorneys for immediate action.
Monitor milestones, prevent delays, and ensure no client feels “forgotten.”
Develop and track quality benchmarks for case handling and resolution.
Oversee malpractice insurance, bar complaints, and ethics compliance.
Track CLE compliance for all attorneys.
Maintain compliant retainer agreements and trust accounting procedures.
Identify and mitigate potential legal and operational risks.
Design scalable workflows, templates, and communication playbooks.
Train teams on best practices in client communication, case tracking, and operational systems.
Implement technology solutions for visibility and accountability.
Build knowledge management tools that empower autonomy and excellence.
Define and track KPIs (client satisfaction, case progress, refund rate, complaint resolution).
Build dashboards for real-time visibility and accountability.
Deliver insights and recommendations to leadership for continuous improvement.