Client Expe

Role Overview: The Client Experience Department is responsible for ensuring a consistent, high-quality experience for every client throughout their engagement with the firm. We are seeking an Operations Lead to oversee the daily operations of the department’s teams, ensuring efficiency, accountability, and seamless coordination across all functions. This role reports to the Director of Client Experience and works closely with team leads across multiple client-facing units. Team Members use their own devices, ensuring flexibility in how our team operates remotely. A stable internet connection with a speed of over 100Mbps is required. What You’ll Do: Operations Management: Coordinate daily operations across multiple client-facing teams, conducting regular check-ins with team leads, monitoring workloads, and ensuring timely execution of all deliverables. Task Tracking & Process Compliance: Maintain and monitor task management systems, enforce deadlines, conduct process compliance reviews, and identify areas for operational improvement. Reporting: Produce weekly and monthly operational reports covering team performance, volume trends, and key metrics. Provide leadership with clear visibility into departmental operations. Coordination & Logistics: Manage team scheduling, coverage planning, and logistics for cross-functional initiatives, training sessions, and new team member onboarding. Accountability: Serve as the primary point of contact for operational matters, ensuring standards are met consistently and escalating to leadership only when strategic decisions are required. Qualifications: Language Proficiency: Fluency in both English and Spanish is required. Experience: 3+ years in operations management, project management, or service delivery coordination within professional services, legal, healthcare, or a comparable environment. Multi-Team Coordination: Demonstrated ability to coordinate across multiple teams and functions simultaneously. Organizational Skills: Strong proficiency in task management, deadline tracking, process documentation, and reporting tools. Communication: Professional, direct communication style with the ability to maintain accountability across teams. Self-Motivation: Ability to work independently in a remote environment, managing multiple priorities effectively. Immigration law or legal operations experience (preferred, not required) What We Offer: The opportunity to work with a prestigious and growing US immigration law firm. A fully remote position, offering flexibility. A leadership team committed to client experience excellence. The chance to make a meaningful impact on the lives of individuals and families. Competitive compensation. Job Type: Full-time (Fully Remote) 40 hours per week