Regional Office Manager

Duties & Responsibilities: Operations Management: Oversee daily operations across multiple locations within the region to ensure consistency, efficiency, and adherence to company standards. Apply lean operational principles to monitor, streamline, and improve front-office processes, effectively reducing inefficiencies while enhancing productivity and service delivery. Ensure all locations comply with company policies, procedures, and regulatory standards. Track and manage regional petty cash, implementing cost control measures. Troubleshoot operational or staffing challenges and develop effective solutions. Analyze performance metrics and implement corrective actions as needed. Conduct a minimum of quarterly site visits per office (4 visits per office per year) to verify that employees are effectively implementing their training and that client needs are being met at the highest standard. Perform in-person interviews at the different office locations as needed. Review and analyze daily office performance metrics, foot traffic reports, staffing utilization, and operational trends to identify improvement opportunities. Lead the operational launch and onboarding of new office locations within the region, including facilities support, organizational support, staff scaling, interviewing, office preparation in alignment with company protocols, branding, and presentation standards, and all additional preparation needed to ensure full operational functionality. Team Leadership & Development: Supervise, train, and manage regional staff, including office supervisors and front-line staff. Mentor team members, fostering growth and professional development. Conduct performance reviews and provide actionable feedback. Collaborate with teams to achieve performance goals and uphold service excellence. Represent the company at events, conferences, and client meetings as needed. Customer Experience: Ensure all staff deliver exceptional client experiences, embodying the "Rolling Out the Red Carpet" service model. Address client complaints or concerns promptly and professionally, maintaining high levels of satisfaction. Promote and uphold a welcoming, client-focused atmosphere at all locations. Assist front-line staff with escalated client concerns and collaborate with internal departments to ensure timely resolution. Strategic Growth & Collaboration: Work with senior leadership and establish strong cross-division partnerships to align regional operations with corporate goals and ensure seamless interdepartmental workflows. Identify and develop opportunities for regional growth and process improvements. Use data-driven insights to optimize performance and make informed decisions. Administrative Oversight: Manage administrative functions, including fingerprinting, passport photography, payment handling, and document collection. Maintain compliance with company procedures and regulatory requirements. Ensure all client and regional documentation is accurate, complete, and organized. Ensure all office supervisors and locations are consistently reporting operational updates, facility issues, and compliance matters accurately and on time, maintaining full visibility across the San Antonio main office and all satellite locations. Skills Required: Leadership: Ability to inspire and lead teams toward service excellence. Customer Service: Exceptional interpersonal skills and focus on delivering outstanding client experiences. Communication: Strong verbal and written communication skills. Organizational Skills: Effective at managing multiple priorities in a dynamic environment. Problem-Solving: Proactive in addressing challenges and implementing timely solutions. Analytical Thinking: Ability to interpret data and make informed decisions. Relationship Building: Proficiency in fostering strong relationships with both clients and staff. Attention to Detail: Accuracy and precision in administrative and operational tasks Workforce Management: Ability to manage staffing, scheduling, attendance, and employee performance across multiple locations. Change Management: Ability to lead teams through operational changes and process improvements. Project Management & Lean Execution: Ability to utilize lean methodologies to identify operational waste, design and implement streamlined workflows, and drive cross-functional projects that enhance regional efficiency, service quality, and organizational performance. Process Development & Initiative: Ability to create SO andPs, workflows, with a proactive mindset to improve operations and implement new ideas. Technology Adaptability: Ability to confidently use basic systems and tools (e.g., forms, spreadsheets, reporting tools) to support operations, reporting, and process tracking. Ownership & Accountability: Demonstrates a high level of personal accountability and operational ownership over regional performance; possesses a deep understanding of business operations to proactively recognize gaps, while remaining highly receptive to feedback, self-correcting, and aligning decisions with executive leadership. Cross-Division Partnership: Proven ability to build collaborative relationships and communicate effectively across diverse corporate departments (such as Sale, Legal, HR, and Facilities) to resolve operational bottlenecks and drive unified company initiatives. Work Schedule: 8 hours a day between office hours (Mon - Fri: 8 AM - 8 PM; Sat: 9 AM - 8 PM). Compensation package: Salary: 70,000 annually Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Mental health support Continuing education allowance Home office allowance Key Performance Indicators (KPIs): Client Satisfaction: Maintain an average client satisfaction score of 90% or higher across all assigned locations, as measured through client surveys, feedback forms, and quality reviews on a quarterly. Compliant Resolution Time: Ensure 100% of client complaints and escalations are acknowledged, communicated, evaluated, and addressed within 1 business day upon receipt, with a full resolution and appropriate follow-up until closure. Team Performance and Retention: Ensure 100% completion of performance evaluations, coaching sessions, and corrective action documentation within established deadlines, while proactively addressing employee performance, engagement, and retention concerns. Monitor response time, productivity, and service metrics monthly and implement improvement plans for underperforming locations within 30 days of identifying performance gaps. Operational Efficiency and Compliance: Achieve and maintain near-perfect compliance (≥98–100%) with company policies, SOPs, operational standards, and regional objectives as measured through audits, reporting reviews, and leadership assessments conducted monthly. Regional Growth and Service Delivery: Implement a minimum of one approved operational improvement initiative per quarter that enhances efficiency, service delivery, compliance, employee productivity, or facility standards, and document outcomes for leadership review and implementation. Reporting & Documentation Compliance: Ensure 100% of employee, operational, and incident reporting for all assigned offices is completed accurately, maintained in compliance with company policies and HR guidelines, and submitted within required timeframes. Conduct and document a monthly review of foot traffic and office performance for each assigned location. Present performance summaries and actionable recommendations to leadership, including staffing, scheduling, resource allocation, or other operational improvements to maintain office coverage, efficiency, and continuity. Facilities and Site Compliance: Ensure 100% completion of monthly site inspections for all assigned offices and track corrective actions through resolution. Maintain office presentation, safety, and facility standards at a minimum 95% compliance rating during internal inspections and audits. Location & Work Arrangement: This is an on-site position that may be based in San Antonio, Dallas, Houston, or McAllen, Texas. Regular travel between regional office locations is required as part of operational oversight, team leadership, and site management responsibilities. Education: A bachelor’s degree in Business Administration, Operations Management, or a related field is preferred. Relevant experience will be considered in place of formal education. Experience: 5+ years of experience in operations management, office management, or multi-location leadership roles, preferred. 3+ years of experience in a management position leading teams and driving performance. Experience managing multiple office locations or distributed teams is highly preferred. Experience in a fast-paced, client-facing service environment (legal, healthcare, or similar industries) is strongly preferred. Proven experience improving processes, implementing SOPs, and managing operational performance metrics. At Alonso & Alonso, we provide personalized attention and services that are tailored to meet the specific needs of each of our clients. We achieve this through client education, consistent updates, thorough assessment of each case, and customized legal strategies based on each client's circumstances.