Job Title: Client Operations Manager
Location: New York, NY 10019
Salary/Payrate: $130K to $160K
Work Environment: Hybrid (#1 of days WFH) / Remote
Term: Fulltime
Bachelor’s degree required: Yes
Referral Fee: AMS will pay $500 should the person you refer gets hired
Job Description:
Our client, an international, AmLaw 100 firm, is looking to hire a Client Operations Manager at their offices in New York City. The position will allow for a hybrid work schedule with 4 days a week onsite, 1 remote, and will pay an annual base salary of $130K to $160K plus a performance-based bonus and comprehensive benefits package.
Exciting opportunity to join innovative and expanding group within the Finance Department, working with cross-functional teams focused on providing operational support and innovative solutions for strategic clients’ portfolio of matters. The Client Operations Manager plays a key role in shaping how the firm supports client needs by directly engaging with internal stakeholders and external clients, elevating the client experience through consistent, high-quality support.
Main Responsibilities:
Client Engagement and Solutions:
- Proactively assess and identify potential issues across matter portfolio, taking ownership of the solution and reporting-up to internal stakeholders.
- Serve as the primary point of contact for client support requests from Legal and Finance stakeholders regarding general policies and guidelines, including engagement terms, accruals and budgets.
- Serve as the primary point of contact for complex client challenges, following through to resolution while also identifying areas of improvement, collaborating with multiple teams to successfully implement.
- Participate in collaborations with cross-functional operational teams supporting the client engagement to maximize efficiencies and information- sharing.
Relationship Management:
- Own key stakeholder and client relationships, including regular communications to understand and anticipate needs.
- Translate client needs into actionable workflows for broader team, ensuring consistent and timely delivery of support across multiple matters and practices.
- Respond to internal and external client inquiries throughout the engagement with a solutions-focused mindset while managing expectations and timelines.
- Develop and implement communication plans to ensure visibility of key financials and relationship issues across multiple relationship partners and legal teams;
- Support strategic reporting and insights, working with Director to establish KPIs for strategic clients and design dashboards to present complex engagement and financial data in a meaningful way.
Team Support:
- Manage a growing team Analysts and Specialists, serving as the go-to resource for direct reports and providing oversight to drive consistent client support in a cooperative team setting.
- Develop and implement team protocols and standardized workflows to support complex client engagements across a range of practice areas, while also actively contributing to day-to-day client needs.
- Adhere to strict confidentiality regarding firm/ client information and financial data
Qualifications:
- Strong academic background; Bachelor’s degree required.
- 6+ years of experience in client-facing financial or operational role, preferably in a law firm or professional services environment; experience with legal billing a plus.
- 2+ years of direct management experience with a track record of developing high-performing teams and fostering mentorship.
- Demonstrated success in stakeholder relationship management, with the ability to navigate complex dynamics in a cross-functional setting.
- Proactive problem-solver, able to identify causes and implement impactful solutions both independently and through collaboration.
- Exceptional written and verbal communication skills; must be comfortable reporting-up internally and engaging with external clients.
- Strong organizational skills; unerring attention to detail with the ability to manage multiple timelines and interconnected workflows simultaneously while responding to shifting priorities.