Head of Remote Assistance Operations

Administrative Resource Center About Us Ballard Spahr is a nationally recognized law firm with more than 750 lawyers across 19 offices in the United States. The primary purpose of the ARC Operations Manager is to support a highly efficient and effective wordprocessing and documentservices operation. Under the general direction of the Director, the ARC Operations Manager oversees the daytoday functions of the Administrative Resource Center, ensuring consistent, highquality service delivery. This role serves as an accessible resource for all firm personnel, proactively engaging with users and assisting with their document needs. The Operations Manager is responsible for supervising all shift coordinators, monitoring the timely completion of routine tasks, and managing the intake, assignment, and reporting of all work requests. This position is fully remote if located in a state with a Ballard office.
Inclusion: Join a Business Resource Group and share cultural, experiential, or job-related interests, experiences, and/or backgrounds.

Impactful Contributions: Play a pivotal role in developing industry-leading solutions that make a significant difference in legal practice and client service.

Your Role As the ARC Operations Manager within the ARC team, you will:
Manage Intake Requests . Request queues include the ARC Inbox and all subfolders, ServiceNow, BigHand, telephone and voicemail, fax boxes (after hours), and MS Teams; Assess priorities for ARC staff, including managing all work assignments; oversee responsibility for special projects; assessing the need for overtime; oversee training and assignment of work to Opensity backfill and other temporary staff.
Ensure Quality . Ensure quality control through thorough proofing and editing of department work products.
Create Structure . Work closely with department management on developing and implementing policies and procedures; enhance user services and relationships, assess team equipment and software; provide risk management guidance; understand ethical wall management; oversee ARC file storage management and file retention program; Assess Performance . Participate in recruiting and training new ARC personnel; conduct or provides input in performance evaluations; provide routine feedback to staff relating to performance; Report regularly to department management on team goals, objectives, projects, and accomplishments.
Detail-Oriented: Keen attention to detail with the ability to manage multiple priorities and deadlines independently.
Required Experience The ideal candidate will hold a high school diploma, with a bachelor's degree preferred, and bring at least three years of experience in lawfirm practice support or wordprocessing services, including prior supervisory or management experience. They should demonstrate advanced proficiency in Microsoft Word, Outlook, PowerPoint, and Excel, along with strong typing skills of at least 70 WPM, excellent grammar and proofreading abilities, and familiarity with legal terminology, forms, and electronic court filing. Experience with legalspecific software such as AIA, NetDocs, WorkShare, Litera ChangePro, and BigHand Dictation is strongly preferred. The role requires strong initiative, the ability to work independently with minimal supervision, and the interpersonal skills necessary to collaborate effectively with personnel at all levels. For eligible employees, Ballard Spahr offers medical, dental, vision, and life insurance, health savings accounts, flexible spending accounts, short and long-term disability, a 401(k)-retirement savings plan, paid time off, sick leave, paid holidays and an employee assistance program. A detailed summary of available benefits can be foundhere on our Careers website.
We offer equal consideration to all qualified applicants, regardless of race, ethnicity, religion, age, national origin, handicap or disability, citizenship, sex, pregnancy, childbirth or related medical condition, sexual orientation, gender identity and expression, transgender status, sex stereotyping, genetic information, ancestry, veteran status or any other category protected by applicable law.