Legal Operations Supervisor

New Frontier Immigration Law•Glendale, AZ

2d•Remote

About The Position

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. You do NOT need a paralegal certificate or legal background we need someone who excels at developing talent, enforcing processes, and building high-performing teams. You will supervise 8-15 paralegals or legal assistants, conduct regular 1-on-1s, manage performance, enforce checklist compliance, handle client escalations, and create a culture where people grow in their careers while delivering excellence to our clients.

Requirements

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
Experience in process-driven, high-volume industries such as: Call centers (customer service supervision) Healthcare operations (patient coordination, medical office management) Financial services (claims processing, loan operations, insurance) Logistics and supply chain operations Hospitality or guest services management
Legal industry experience preferred but NOT required
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
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
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
Filevine or similar legal case management system experience
Background in scaling operations during high-growth periods
HR or organizational development training or certification
5+ years of people management experience

Responsibilities

Conduct weekly 1-on-1 meetings with 8-15 paralegal or legal assistant direct reports
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
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
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