Client Services Manager

The Office Services Manager is responsible for managing a client location, law firm, with on-site staff. The manager will be a highly visible leader and is ultimately responsible for ensuring meets and/or exceeds client expectations. Reports To: The National Operations Manager What You'll Do Ensures service delivery excellence. Meets all client deadlines. Ensures the effective management of all resources within the operation including people, hardware/software and facilities. Ensures proper coverage per the service level agreement. This includes ensuring floater coverage and the effective partnership with Human Resources to hire any outside staff as needs arise. Maintains metrics for monthly reporting of KPIs/SLAs. Oversees all equipment, supply and messenger vendors to support client needs. Participates in monthly and quarterly client business reviews. Establishes and maintains accountability to National Operations Manager. Coaches, develops and cross trains operations team to grow their careers. Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations. Demonstrates strict adherence to all policies & procedures. Proactively institutes the Governance Model to ensure client satisfaction. Standardizes policies and procedures, including statistical monthly reporting and benchmarks. Drives operational improvements and solution design. Serves as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints. Maintains consistent communication with client. What We're Looking For High School Diploma (or equivalent) required. Bachelor’s Degree preferred. Minimum of 7‑10+ years of experience in office services/operations leadership supporting a law firm or closely adjacent industry. Prior experience managing 10+ employees. Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). Ability to lift or move 40 lbs. or greater frequently. Competencies Driven by client satisfaction. Strong integrity, solid business ethics. Excellent presentation and interpersonal skills. Excellent English written and oral communication skills. Expert in customer service skills, professional attitude and appearance. Good organizational skills. Ability to maintain confidentiality. Attention to detail. Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information. Able to convey information and ideas through speech in ways that others will understand. Able to listen to and understand information and ideas presented through spoken words and sentences. Able to speak clearly so listeners understand, identify and understand the speech of another person. Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting. Flexibility in dealing with simultaneous projects. Travel: N/A Location: Near New Rochelle, NY. Compensation : The expected compensation is an estimate; the final offer will depend on skills, experience, and other job‑related factors. Pay Range : $80,000 ‑ $90,000 USD Benefits Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities! Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do! We Recognize Talent: We offer a variety of recognition programs for all levels of employees! Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401(k) with matching, Entertainment Discounts, & Paid Time Off. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering. Equal Employment Opportunity SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law. To view our privacy policy, click on the link below: Data Privacy Statement #J-18808-Ljbffr SPS