Manager, Client Experience

JAMS, Inc.•,

6d•$95,500 - $125,370

About The Position

Responsible for maintaining JAMS facilities to exceptional standards that enhance the client experience and meet the needs of internal and external clients. The role ensures clients experience a consistently welcoming and inviting atmosphere while adhering to corporate standards. It partners closely with the National Facilities Team on the design, construction, renovation, and upkeep of JAMS Resolution Centers (RCs), and coordinates with management on budgets, events, room rentals, signage, and facility improvements. The manager provides primary support for strategic initiatives and complex facilities projects, may oversee multiple RCs, and collaborates with local management on panelist onboarding to meet business needs. The position leads and develops a client experience team, establishes service and facilities standards, oversees regional Resolution Centers, and serves as an on-site resource for associates, panelists, clients, and vendors. It coordinates facility operations, events, logistics, case support, and technology for in-person, remote, and hybrid proceedings. The role also gathers client and panelist feedback, works with departments and nationwide facilities colleagues to promote consistent practices, and identifies service and business opportunities. Occasional travel to other RCs in the assigned region is required.

Requirements

6–10 years of experience working in facilities, administration, or client service.
For internal candidates, 1–3 years of proven ability as a Client Experience Specialist or in a similar position.
Strong communication skills and ability to lead a team across different geographical areas.
Computer literacy and proficiency in all software programs required for the position.
Ability to operate video-conferencing software, including web meeting room functionality.

Nice To Haves

Bachelor’s degree in Business, Hospitality, or a related discipline (preferred).
1–3 years of experience in the hospitality industry (a plus).
Prior multimedia support experience, including screen sharing, HDMI splitters, and multi-monitor display.
Technical expertise working with Trial Support vendors or Practice Support employees assisting on hybrid hearings.
Ability to test and troubleshoot technical issues while working with remote IT support.

Responsibilities

Manage team performance through timely feedback and formal reviews; lead, coach, and develop the team.
Create and lead JAMS standards, partner with management on budgets, and ensure welcoming and after-hours protocols are followed.
Coordinate with Practice Development and other departments on event planning, cost containment, office events, and special meetings; troubleshoot onsite logistics, technical support, client inquiries, and panelist needs.
Create, manage, and streamline front desk, facilities, and service standards; serve as the lead on-site support and initial point of contact for associates, panelists, clients, and vendors.
Support Client Experience Specialists and/or Coordinators with RC inventory and office-supply ordering.
Oversee facilities, upkeep, and functionality, including coordination with building management and security, and monitor common-area equipment.
Manage complex regional projects and other assigned projects, and provide case management to panelists.
Manage client and panelist technical support for in-person, remote, and hybrid cases in coordination with IT and Virtual Client Experience teams; direct pre-hearing logistics meetings, stay current on technology, and lead trainings.
Assess market and client feedback and expectations.
Communicate with management about office operations and performance, including client and panelist feedback, suggestions, and needs; solicit feedback and monitor market trends to identify service opportunities.
Assist management in identifying new business and revenue opportunities.
Manage and support administrative work as needed, including case management, document retention, data entry, court filings, case logistics, and onsite support; provide staff-event and day-to-day coverage when needed.
Serve as the onsite contact for complex room requests and liaise with IT on technical requests.
Provide facilities management and oversee Resolution Centers in the assigned region.
Serve on committees related to facilities, case management, technology, and client and panelist relations.
Partner with the nationwide Facilities and Administration team to ensure consistency and share best practices in facilities management and client service.
Develop and lead the Client Experience Forum in partnership with Talent Development.
Perform other duties within a similar scope as assigned.
Travel occasionally to other RCs in the assigned region; travel is stated as 20%.