Manager, Referral Partner Operations

TopDog Law

3h

About The Position

This role owns the operational layer that keeps data clean, communication flowing, and ensures nothing falls through the cracks for TopDog Law's partnerships with law firms across the country. The Manager, Referral Partner Operations will manage a small team responsible for reconciling lead and case data from external law firm partners into TopDog Law's systems, and serving as the operational point of contact for those partners on day-to-day administrative needs. This function ensures accuracy, handles requests, and provides reliable operational contact for partners. The role requires managing the team, enforcing processes, and acting as a player-coach. This position is a bridge between the team and cross-functional stakeholders, directly impacting clients, revenue, case outcomes, and team efficiency. It supports speed, quality, and consistency during scaling, protects the TopDog Law brand and client experience, and strengthens the foundation for responsible and sustainable growth.

Requirements

• 3–5 years in operations, data reconciliation, or a role where data accuracy and partner-facing coordination were core responsibilities.
• Experience managing a team, setting KPIs, running accountability conversations, and developing people.
• Strong analytical skills, comfortable building and auditing data in spreadsheets, identifying patterns, and explaining findings clearly.
• Proficiency in CRM or case management systems; ability to learn new tools quickly and work across systems without friction.
• Crisp, headline-first communication style, both written and verbal, with data to support every position.
• Proven ability to drive problems to resolution across teams and with external partners, without formal authority.
• Strong communication skills—written and verbal.
• Ability to think critically, prioritize effectively, and execute with speed.

Nice To Haves

• Experience managing partner or vendor relationships where data handoffs required active coordination.
• Background in legal, financial services, or a similar environment.
• Exposure to process improvement or systems optimization initiatives.
• Experience in a fast-growing or high-volume environment.
• Comfort with ambiguity and evolving systems.
• Experience in legal, professional services, or client-centric organizations.

Responsibilities

• Own Data Integrity: Ensure lead and case data from external partners is processed accurately and on time across all systems.
• Identify and resolve discrepancies before they impact downstream reporting or decision-making.
• Build and maintain quality control standards that the team executes consistently.
• Become the internal subject matter expert on how partner data flows.
• Own Partner Operational Support: Serve as the operational point of contact for assigned referral partners, managing inbound requests, system updates, client inquiries from intake, and daily tasks.
• Ensure each specialist on the team owns a defined portfolio of partner accounts and is the consistent, reliable contact for those partners’ day-to-day operational needs.
• Lead the Team: Set clear KPIs for every person, including accuracy rate, processing volume, cycle time, and response time, and hold the team accountable.
• Coach consistently, give direct feedback, and develop people in real time.
• Act as a player-coach when needed, willing to carry accounts or work alongside the team.
• Evaluate team structure as the function evolves and make clear recommendations on future hiring needs.
• Communicate and Solve Problems: Lead with the headline in every communication, clearly stating the situation, its implications, and required actions.
• Use data to support positions and show work when identifying problems or proposing solutions.
• Take action to resolve issues by scheduling calls and bringing people together when async communication is not effective.
• Work directly with IT, Account Managers, Data, and Finance to resolve issues and drive continuous improvement.
• Obtain necessary information from external partners through clear asks, persistence, and explaining the importance to them.
• Identify opportunities to improve systems, processes, or outcomes beyond existing playbooks.

Benefits

• Real growth: As the firm grows, so do opportunities for advancement and leadership.
• High standards, real support: Clear expectations, coaching, and accountability.
• Culture that matters: Trust, respect, speed, and integrity, without sacrificing humanity.
• Meaningful work: Helping people through some of the hardest moments of their lives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed