Legal Operations Supervisor

New Frontier Immigration Law•Glendale, AZ

16h•Remote

About The Position

Why Apply to New Frontier Immigration Law Join the New Frontier Immigration Law team and help change the lives of 1 million undocumented immigrants in the USA. Our fast-growing law firm in Phoenix, AZ is committed to humanitarian-based immigration and finding innovative solutions for seemingly impossible problems. Are you ready to join one of the fastest-growing law firms in the US, where incredible opportunities await? Here, we don't just offer a job: we provide an environment that challenges you to become the best version of yourself and helps others do the same. This is an opportunity as a people developer, coaching, guiding, and empowering legal support teams to do their best work while attorneys focus entirely on legal strategy. You'll build the culture, accountability, and systems that make operational excellence possible. Learn more about New Frontier Immigration Law here . Learn more about our CEO/Founder Hillary here . Learn more about our Core Values here . Description The Supervisor leads and develops our legal support teams, ensuring they have the coaching, resources, and accountability needed to deliver exceptional client service and high-quality legal work. This is a people management role, not a legal production role you will not be drafting documents, preparing filings, or managing cases yourself. Instead, you will manage the people who do that work, freeing our attorneys to focus exclusively on legal strategy. We're looking for strong operations leaders and people developers from high-volume, process-driven industries who can bring best practices to our legal environment. We are looking for a people manager who has experience coaching someone through a difficult client call, holding them accountable to quality standards, helping them grow in their career, and building a team culture where people thrive.

Requirements

People Management Experience: 3–5 years managing teams of 5-15+ people in high-volume, deadline-driven environments
Proven track record of coaching, developing, and performance managing direct reports
Experience conducting regular 1-on-1s, performance reviews, and difficult accountability conversations
Comfortable holding team members accountable to standards, deadlines, and quality expectations
Demonstrated ability to develop underperforming team members into high performers
Operational Excellence Background: Experience in process-driven, high-volume industries
Strong understanding of how to create, enforce, and refine checklists, SOPs, and quality standards
Ability to track metrics and use data to drive team performance improvements
Comfortable with systematic processes and holding people accountable to following them
Core Competencies: Exceptional communication and interpersonal skills
High emotional intelligence and conflict resolution ability
Comfortable with ambiguity and building systems in a fast-growth environment
Mission-driven mindset aligned with serving immigrant communities
Technology proficiency (case management systems, Microsoft Office, collaboration tools)
Strong problem-solving skills and ability to make judgment calls independently
Work Requirements: Must work Arizona business hours (8 AM - 5 PM Arizona time, Monday-Friday)
Available in real-time for team support, client escalations, and problem-solving
Bilingual (Spanish/English) strongly preferred for client de-escalation and team support
Reliable high-speed internet connection and professional home office setup
Comfortable working remotely and leading distributed teams via Zoom, Slack, and collaboration platforms

Nice To Haves

Legal industry experience (paralegal, legal assistant, or law firm operations background)
Immigration law familiarity (helpful but not required, we'll train you on immigration specifics)
Experience managing bilingual or multicultural teams
Legal case management system experience
Background in scaling operations during high-growth periods

Responsibilities

People Leadership & Development Conduct weekly 1-on-1 meetings with paralegals
Provide ongoing coaching, feedback, and performance management
Identify training needs and coordinate skill development opportunities
Create career development plans and promotion pathways for team members
Handle HR issues including attendance, conflicts, and performance improvement plans
Recognize and celebrate exceptional work and team wins
Build a positive, accountable team culture aligned with firm values (Inspiration, Legacy, Innovation, Vested, Excellence)
Conduct performance reviews and compensation recommendations
Operational Excellence & Process Enforcement Ensure team members follow established checklists and standard operating procedures consistently
Monitor work quality and identify error patterns or training gaps
Track key performance indicators (task completion rates, accuracy, timeliness, client satisfaction)
Partner with Project Managers to ensure smooth case workflows and timely handoffs
Identify process inefficiencies and recommend improvements to leadership
Collaborate with Operations leadership on workflow optimization initiatives
Enforce accountability for checklist compliance coach or counsel out non-performers
Client Escalation & Service Excellence Take escalated client calls when team members need manager support or de-escalation
Handle frustrated or upset clients with empathy, professionalism, and solutions-focus
Ensure consistent, excellent client communication standards across your team
Model outstanding customer service ("doing what you say when you say you'll do it")
Provide real-time guidance to team members on challenging client interactions
Prevent attorney involvement in operational client issues by resolving at the supervisor level