Operations Manager

Operations ManagerWe are looking for an Operations Manager to oversee our firm's day-to-day operations, combining office management, client intake and matter assignment, and firm-wide operations in one role. In this position, you will keep the office running smoothly, route new matters to the right attorney, and lead the non-attorney team, all in direct support of the firm's goal annual revenue goal.Key ResponsibilitiesReporting Structure & TeamDirect reports: All non-attorney support and administrative staff, including the receptionist, biller, and marketing assistant. Partners with the marketing lead (shared with Earned corporate) on firm-specific priorities.Collaborates with, but does not directly supervise: The firm's attorneys (four full-time transactional attorneys, two full-time litigators, one part-time litigator, and an incoming full-time litigator) and two paralegals, who continue to report to their supervising attorneys on case work. Coordinates with attorneys on caseload capacity and with paralegals on scheduling; legal supervision of matters remains with the attorneys.Escalation: Escalates any staffing, client, or vendor issue that cannot be resolved independently directly to the Managing Attorney.Office & Administrative ManagementOversee the physical office, including facilities, security, supplies, and vendor relationships (IT, copiers, cleaning, insurance, and utilities)Negotiate and administer vendor and service contracts, owning renewal dates and ongoing cost reviewManage firm calendars and conference room scheduling, and coordinate attorney travel and CLE/seminar logisticsOversee front-desk and telephone operations performed by the receptionist, ensuring consistently professional client-facing standardsManage office supply budgets and approve related purchasesMaintain personnel files, PTO records, and documented office policies and proceduresServe as the primary liaison to building management and the point of contact for office-related emergenciesOperations, Process & SystemsOwn, document, and continuously improve the firm's operational workflows, including matter intake, conflict checks, engagement letters, document management, and practice management software, redesigning processes to use automation and AI where it improves speed, accuracy, or client experienceMonitor compliance and filing deadlines across transactional and litigation matters to ensure no deadline is missedPartner with the biller to ensure invoicing is accurate and timely, and monitor collections against the firm's average billable rateAdminister and enforce the firm's flat-fee schedule, and route non-standard matters to appropriate person for fee quotesDevelop and maintain operational dashboards and reporting that measure firm performance against the annual revenue goalIdentify process bottlenecks and recommend technology or staffing solutions to Managing AttorneyTrack firm-wide profitability, attorney production, and collections, and report notable trends to Managing AttorneyLead the firm's AI and automation initiatives: identify high-value use cases across intake, scheduling, billing, collections, document drafting and review, knowledge management, and client communication; evaluate and pilot tools; manage rollout; and measure results (time saved, error reduction, cost impact)Develop and maintain the firm's AI use policy, in coordination with the Managing Attorney and attorneys, covering approved tools, client confidentiality and data security, vendor due diligence, and required attorney review of any AI-assisted legal work productTrain attorneys and staff on approved AI tools and workflows, and keep written procedures and prompt libraries up to date so adoption is consistent across the firmCoordinate with Earned corporate technology and data teams so firm systems and AI initiatives align with platform-wide standards and integrationsClient Intake, Assignment & Workflow ManagementServe as the first point of contact for new client inquiries, confirming that each matter falls within the firm's scope (doctors only; transactional or litigation)Assign each new matter to an attorney based on practice area fit, current caseload and capacity, and matter complexity; monitor progress to ensure work is completed efficiently by tracking aging, flagging stalled files, and intervening before deadlines are at riskBalance assignments across the four full-time transactional attorneys, two full-time litigators, one part-time litigator, and the incoming litigator as they onboardProactively raise capacity constraints with the Managing Attorney before they become bottlenecks, rather than assigning around themTrack every open matter from intake through close, ensuring a clean handoff to the assigned paralegal and billerMaintain a documented assignment protocol so that coverage does not depend on any one individualTeam Supervision & Staff ManagementDirectly supervise the receptionist, biller, and marketing assistant, including scheduling, performance management, and day-to-day directionLead hiring and onboarding for non-attorney roles, and support attorney onboarding logistics, including for the firm's incoming full-time litigatorConduct regular check-ins and performance reviews for direct reports; coordinate, but do not conduct, performance conversations for paralegals with their supervising attorneysApprove PTO requests and plan coverage for the administrative teamIdentify training needs and ensure staff are proficient in the firm's practice management, billing, and approved AI and automation toolsSuccess Metrics & Performance Expectations: First 90 DaysComplete a seamless transition from the prior office manager/client success/billing role, with no gaps in coverageImplement a documented, written client-assignment protocol and share it with all attorneysEstablish clear reporting lines and communicate them to the administrative teamComplete an audit of current workflows and tools, and present the Managing Attorney with a prioritized roadmap of at least three automation or AI opportunities, including estimated time and cost savingsDraft the firm's AI use policy for review by the Managing AttorneySuccess Metrics & Performance Expectations: OngoingTurnaround time from client inquiry to attorney assignmentBilling accuracy and timeliness, in coordination with the billerStaff retention and satisfaction among direct reportsVendor costs managed within budgetMeasurable efficiency gains from process improvements and AI adoption (e.g., reduced intake turnaround, fewer billing errors, hours saved)Team adoption of approved tools and compliance with the firm's AI use policyMeasurable contribution to the firm's progress toward its annual revenue goalKey Requirements5+ years of experience in office management or operations management, including at least two years of supervising staff and a minimum of a high school diploma or equivalent.Strong organizational skills and the ability to manage competing priorities with minimal oversightWorking knowledge of billing and invoicing processes and basic financial literacy, including reading a P&L and tracking performance against a revenue goalDemonstrated comfort with technology, including the ability to learn new software quickly and a track record of improving processes through technologyClear, professional written and verbal communication skills, as this role represents the firm to new clients during intakePreferred RequirementsPrior experience in a law firm or other professional services environmentFamiliarity with the dental, medical, or broader healthcare industryExperience with practice management or legal case management softwareHands-on experience implementing AI tools (e.g., generative AI assistants, intake automation, document automation) or workflow automation platforms in a business settingFamiliarity with data privacy and confidentiality considerations for client informationBachelor's degreeBenefitsAn attractive total compensation packageEmployer-sponsored health insurance (medical, dental, vision)401(k)+ up to 5% match