Legal Operations Director

divh2Legal Operations Manager/h2pAt New Frontier Immigration Law, we dont just practice law. We fight for freedom, keep families together, and change lives including our own. Were on a mission to impact 1 million immigrants across the U.S. This isnt just a workplace. Its a movement. We dont hire employees we recruit people with empathy, grit, and purpose. People who turn impossible into done./ppIf you want to use your operational, analytical, and leadership skills to build a system that ensures every client receives exceptional care and justice, you belong here./ppWere seeking a Legal Operations Manager (or Director of Legal Operations, depending on experience) to transform how we deliver legal services through proactive client management, process optimization, and operational excellence./ppThis is a client experience and performance leadership position that ensures every immigrant we serve feels seen, supported, and confident that their case is moving forward. You will build systems, manage processes, and coach teams so that every client receives the care, communication, and results they deserve./ph3Key Responsibilities/h3ulliClient Management Experience (30%)/liliHandle escalated client concerns and de-escalate issues with empathy and professionalism./liliConduct proactive client wellness checks throughout the case lifecycle./liliOversee the refund process, analyze root causes, and implement preventive strategies./liliBuild systems to monitor and improve client satisfaction targeting $0 refunds through proactive care./li/ululliCase Monitoring Quality Assurance (25%)/liliAudit cases regularly to ensure timely progress and compliance./liliIdentify stalled cases and coordinate with attorneys for immediate action./liliMonitor milestones, prevent delays, and ensure no client feels forgotten./liliDevelop and track quality benchmarks for case handling and resolution./li/ululliRisk Management Compliance (20%)/liliOversee malpractice insurance, bar complaints, and ethics compliance./liliTrack CLE compliance for all attorneys./liliMaintain compliant retainer agreements and trust accounting procedures./liliIdentify and mitigate potential legal and operational risks./li/ululliProcess Optimization Training (15%)/liliDesign scalable workflows, templates, and communication playbooks./liliTrain teams on best practices in client communication, case tracking, and operational systems./liliImplement technology solutions for visibility and accountability./liliBuild knowledge management tools that empower autonomy and excellence./li/ululliPerformance Analytics Reporting (10%)/liliDefine and track KPIs (client satisfaction, case progress, refund rate, complaint resolution)./liliBuild dashboards for real-time visibility and accountability./liliDeliver insights and recommendations to leadership for continuous improvement./li/ulpCompetencies/pulliClient-Driven Leader: Balances empathy with accountability and results./liliOperational Thinker: Builds scalable systems that enhance both service quality and efficiency./liliData-Driven Decision Maker: Uses metrics and feedback to improve performance./liliStrong Communicator: Handles sensitive client conversations with grace and clarity./liliEthically Grounded: Upholds compliance, transparency, and integrity at all times./li/ulpRequirements/pulli5+ years in legal operations, client services, or law firm management./liliProven experience managing client experience, performance metrics, and quality assurance./liliDeep understanding of legal ethics, bar compliance, and case management./liliExcellent communication and de-escalation skills./liliHigh attention to detail and exceptional organizational ability./li/ulpPreferred/pulliBackground in immigration law or other high-volume legal practices./liliBilingual (English/Spanish) strongly preferred./liliExperience managing bar complaints or ethics issues./liliFamiliarity with legal tech platforms and CRM systems./li/ulpWhy This Role Matters/ppAt New Frontier Immigration Law, this isnt just legal operations. Its operational justice Every process you streamline, every client you retain, and every complaint you prevent brings families one step closer to freedom and safety. Join us in building a legal system that cares deeply, operates efficiently, and delivers hope at scale./p/div