Business Operations Manager

As the

Business Operations Manager

you will oversee and lead our Support team to deliver exceptional service to our clients and their law firms. Your role is crucial in ensuring that client and law firm inquiries, concerns, and complaints are addressed promptly and effectively, with a focus on maintaining high levels of client satisfaction. Additionally, this role bridges client-facing support with data-driven insights, helping internal teams and our clients understand key trends and performance metrics while ensuring clients receive exceptional service.

The ideal candidate combines strong communication skills with the ability to analyze data, create compelling presentations, and support internal operations within a fast-paced, technology-driven legal services environment.

This position reports directly to the company’s Vice President of Operations.

This position is 100% remote. Standard business hours are 9 a.m. to 6 p.m., Monday through Friday.

Responsibilities:

Team Leadership:

• Provide leadership, guidance, and mentorship to the Support team.
• Set clear goals and objectives for the team and individual team members.
• Monitor team performance and provide regular feedback and coaching to ensure continuous improvement.

Client \& Law Firm Relationship Management:

• Serve as the primary point of contact for escalated client and law firm inquiries and complaints.
• Work closely with other departments to resolve complex client and law firm issues in a timely manner.
• Develop and maintain strong relationships with key clients to ensure client retention and loyalty.

Process Improvement:

• Identify opportunities to streamline and improve client support processes.
• Implement best practices to enhance the efficiency and effectiveness of the client support function.
• Regularly review customer feedback and use insights to make data-driven decisions for process improvement.
• Continuously review and optimize the bill intake process to increase efficiency, accuracy, and compliance with company policies.

Training and Development:

• Develop training programs to onboard new Support team members.
• Provide ongoing training and development opportunities to enhance the skills and knowledge of existing team members.
• Stay updated on industry trends and best practices in customer support to ensure the team remains competitive.

Reporting and Analysis:

• Collect, clean, and analyze client and operational data to identify trends, patterns, and opportunities for improvement.
• Develop, maintain, and present recurring and ad hoc client reports using Excel and BI tools (e.g., Power BI, Tableau, or similar).
• Prepare client-facing presentations that clearly communicate key insights and recommendations.
• Collaborate with internal teams (Operations, Product, and Data) to ensure data accuracy and alignment on client deliverables.
• Serve as a first escalation point of contact for client support inquiries, ensuring timely and professional communication.
• Support the VP of Operations \& Client Success in strategic projects, reporting, and performance tracking.
• Document and refine internal processes to improve efficiency and client satisfaction.

Requirements:

• Bachelor's degree in Business Administration, Data Analytics or related field
• 2-5 years of experience at a Big Four/Top 10 public accounting firm, PE Portfolio company or AmLaw firm in a client-facing consulting role
• Excellent communication, analytical and interpersonal skills, with the ability to interact effectively with customers and team members.
• Proficiency in customer support software and tools (e.g., ZohoDesk, Zendesk, Freshdesk) and experience with CRM systems.
• An analytical mindset with the ability to interpret data and make data-driven decisions.
• Demonstrated ability to manage multiple priorities and thrive in a fast-paced environment.
• Customer-centric mindset with a passion for delivering exceptional service and exceeding customer expectations.
• Comfortable with the use of AI to increase efficiency

At LegalBillReview.com, we offer comprehensive

benefits

, such as:

• Comprehensive healthcare, dental, and vision coverage - Employee premium covered at 100%
• Generous Paid Time Off - 15 days PTO \+ 3 floating holidays and 7 company recognized holidays
• Life Insurance - $50,000 in employer-paid life insurance coverage
• Employee Assistance Program
• 401(k) with 4% company match

Company Culture:

LegalBillReview.com is a fast-paced, high-growth company with a fun remote work environment. We collaborate daily and work hard and fast to get the job done while balancing our time between work and personal life.