Manager, Client Experience

Overview

We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you.

A Brief Overview
Responsible for maintaining JAMS facilities of exceptional quality to enhance the client experience and meet the needs of internal and external clients while adhering to corporate standards. Ensures that all clients feel consistently engaged in a welcoming and inviting atmosphere. This position partners closely with the National Facilities Team to support the design, construction, renovation, and upkeep of JAMS Resolution Centers ("RCs"). Additionally, coordinates with management on budgets, events, room rentals, signage, and facility-related improvements. Provides primary support on strategic initiatives and complex projects involving facility efforts. This position can be responsible for multiple RCs and is expected to collaborate with local management on the panelist onboarding experience to meet the business needs.

Responsibilities

What you will do

• Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Leads, coaches, and develops team.
• Creates and leads JAMS standards. Partners with management on budget and works with the team to ensure all welcoming and after-hour protocols are met.
• Liaises with other departments, such as Practice Development, as it relates to event planning; assists with cost containment practices. Attends outside events for business growth and opportunities. Partners with other departments for office events and special meetings; troubleshoots issues including onsite logistics, tech support, client inquiries, and panelist needs.
• Creates, manages, and streamlines front desk and facilities and JAMS service standards; serves as the lead on-site support and initial point of contact for associates, panelists, clients, and vendors. Supports its team of Client Experience Specialists and/or Client Experience Coordinators in maintaining the RC inventory and ordering of office supplies. Oversees facilities, upkeep, and functionality, including liaising with building management and security. Monitors common area facility equipment to ensure optimal performance.
• Manages complex projects within the region and assists on other projects as designated by management, in addition to providing case management to panelists.
• Manages and provides client and panelist technical support (requirements, in tandem with IT and Virtual Client Experience teams), for in-person, remote, and hybrid cases. Directs pre-hearing logistical meetings for the same. Remains current on technological updates and leads trainings. Assesses market and client feedback/expectations.
• Leads communications with management team regarding office operations and performance including client and panelist feedback, suggestions, and needs. Solicits client and panelist feedback and suggestions regarding the general status of RC and region and keeps up with market trends to capitalize on client service opportunities. Assists management with seeking new business/revenue opportunities.
• Manages and supports team with administrative tasks, when necessary, including case management, document retention, data entry, court filings, case logistics, and on-site support; available for staff events in addition to day-to-day coverage when needed.
• Serves as the on-site contact when there are complex room requests; liaises with IT on technical requests.
• Provides facilities management and oversees Resolution Centers in its assigned region.
• Serves on various committees relating to facilities, case management, technology, and client/panelist relations.
• Partners with Facilities and Administration team nationwide to ensure consistency and best practices with facilities management and client service standards.
• Develops and leads Client Experience Forum in partnership with Talent Development.
• Other duties as assigned within a similar scope.

Qualifications

• Bachelor's Degree in Business, Hospitality, or related discipline. Preferred
• 6-10 years of working in facilities, administration, or client service. Required
• 1-3 years For internal candidates, proven ability as a Client Experience Specialist or similar position. Required
• 1-3 years Experience in the hospitality industry. Plus
• Great communicator, able to lead a team in different geographical areas. (Required proficiency)
• Computer literate and proficient in all software programs required for the position. (Required proficiency)
• Ability to operate video-conferencing software, including functionality of web meeting rooms. (Required proficiency)
• Prior experience with multimedia support (screen share, HDMI splitters, multi-monitor displaying). (Preferred proficiency)
• Technical expertise required to work with Trial Support vendors or Practice Support employees hired to assist on hybrid hearings. (Preferred proficiency)
• Ability to test and troubleshoot technical issues while working with Remote IT support. (Preferred proficiency)
• 20% Occasional travel to other RCs in its assigned region