Manager, Operations & Workflow - Legal Services

U.S. Legal Support • Houston, TX

3d

About The Position

The Operations Manager plays a critical role in overseeing jobs in progress, ensuring operational excellence, efficiency, and client satisfaction. This role leads a team responsible for the day‑to‑day execution of order entry, estimate delivery, and workflow management, while serving as a key escalation point for high‑risk or time‑sensitive matters.

This is a hands‑on leadership role requiring strong operational judgment, urgency, and cross‑functional collaboration to meet service‑level commitments and client expectations.

Requirements

• 3–5+ years of experience in operations leadership, workflow management, or service delivery
• Proven experience managing high‑volume, deadline‑driven work
• Strong analytical, organizational, and prioritization skills
• Experience handling escalations and cross‑functional coordination
• Comfort working with reporting tools, dashboards, and operational data

Nice To Haves

• Experience in legal support, court reporting, transcription, or professional services
• Familiarity with SLA‑based service models
• Experience with court reporting or workflow platforms (e.g., YesLaw, Zendesk, RB)
• Change management or process improvement experience

Responsibilities

• Lead, coach, and develop a team managing jobs in progress
• Set clear performance expectations, accountability, and service‑level goals
• Foster a culture of ownership, urgency, and a client‑first mindset
• Continuously evaluate workflows to drive efficiency, accuracy, and scalability
• Develop and maintain SOPs, training materials, and process documentation
• Define and implement operational policies and performance standards
• Recruit, hire, and oversee onboarding and training of new team members
• Promote collaboration and positive team dynamics
• Partner with leadership on initiatives supporting organizational goals
• Maintain U.S. Legal Support service standards and professional image
• Perform additional duties as assigned by management
• Maintain real‑time visibility into work in progress across teams
• Ensure work queues are balanced, current, and clearly communicated
• Serve as an escalation point for stalled, aged, or at‑risk items
• Partner with Production and Scheduling to manage throughput and prevent backlogs
• Identify early‑stage risks and intervene before SLA impact occurs
• Manage escalations related to missed deadlines or client‑sensitive matters
• Ensure standardized documentation and communication on escalations
• Monitor incoming volume and prioritize work based on deadlines, risk, and client needs
• Proactively resolve turn‑in delays, exceptions, or compliance issues
• Establish quality checkpoints and standardized operational procedures
• Collaborate with leadership on systemic issue resolution and policy decisions

Benefits

• Medical, Dental, and Vision Coverage
• Flexible Spending Accounts
• Life Insurance
• Short‑ and Long‑Term Disability
• Paid Time Off, including 9 paid holidays
• Paid Parental Leave
• Retirement Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees