Client Operations Services Manager

3 weeks ago

Boston, Massachusetts, United States Ropes & Gray Full time
About Ropes & Gray

Ropes & Gray is a leading global law firm with a strong presence in major business centers worldwide.

The firm has been consistently ranked among the top law firms globally, with a reputation for excellence in various practice areas, including asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring.

The firm has a diverse team of approximately 2,500 lawyers and professionals serving clients in Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, New York, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo, and Washington, D.C.

Ropes & Gray is an equal opportunity employer committed to diversity and inclusion.

Job Summary

We are seeking a highly skilled Client Operations Services Manager to join our team. The successful candidate will be responsible for providing guidance on matter management best practices and tools to lawyers, clients, and support staff, ensuring that client relationships are supported and matters are executed efficiently.

The ideal candidate will have a strong understanding of one or more of the firm's practices, including its strategic priorities, areas of legal focus, major clients, and challenges. They will also have excellent communication and collaboration skills, with the ability to work effectively with lawyers, clients, and support staff.

The Client Operations Services Manager will be responsible for leading client relationship and practice group support, collaborating with partners who lead client relationships and with clients' legal department staff, and designing and implementing processes and tools that address clients' priorities and enhance the client relationship.

The successful candidate will have a bachelor's degree and at least 7 years of experience working in a law firm, corporate legal department, financial institution, or other large complex organization. They will also have exceptional client service orientation, financial acumen, and demonstrated experience in leading teams and creative problem-solving.

Responsibilities
  • Develop a strong understanding of one or more of the firm's practices, including its strategic priorities, areas of legal focus, major clients, and challenges.
  • Lead client relationship and practice group support, collaborating with partners who lead client relationships and with clients' legal department staff.
  • Design and implement processes and tools that address clients' priorities and enhance the client relationship.
  • Develop, maintain, and enhance a portfolio of practice-specific resources that help lawyers identify and communicate to clients the cost and scope of legal work, spot risks for cost overruns, monitor run rate, and leverage the firm's technology and knowledge resources to optimize legal service delivery.
  • Apply and advocate for legal project management best practices, including scoping, budgeting, progress reporting, team and client communication, and efficiency.
  • Establish and partner with a network of peers in Finance, Business Development, Practice Development, Knowledge Management, and other staff support teams to design and deliver innovative solutions to lawyers and clients and facilitate process improvement.
  • Use team technology platforms and apply effective data storytelling techniques to help attorneys optimize matter management and answer clients' questions.
Qualifications
  • Able to maintain strict confidentiality of the firm's internal and personnel affairs and client information.
  • Able to build relationships, influence, and foster a collaborative approach with internal clients across practice groups and with all departments and levels of the organization.
  • Can effectively convey solutions to stakeholders, explaining results within a legal project management framework and achieving buy-in from legal teams.
  • Able to effectively work in a multi-office environment and a culturally and educationally diverse environment.
  • Must be flexible to meet the demands of working at a global law firm and available for travel.
  • Bachelor's degree required; J.D. or MBA preferred.
  • At least 7 years of experience working in a law firm, corporate legal department, financial institution, or other large complex organization is required; professional services experience is preferred.
  • Exceptional client service orientation with financial acumen.
  • Demonstrated experience in leading teams and creative problem-solving.
Compensation and Total Rewards Package

Ropes & Gray is proud to offer a comprehensive Total Rewards package to our business support team members, including comprehensive health and well-being benefits, personal and professional development, career growth opportunities, and a collegial and supportive culture.

The anticipated pay range for this role is listed below in alpha order and represents our good faith and reasonable estimate of the starting salary range at the time of posting.

In addition, this role is eligible for a discretionary bonus based on performance.

The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data, and consideration of internal equity.

New York, NY and Los Angeles, CA - $105,000 - $158,000

San Francisco, CA - $110,000 - $166,000

Boston, MA - $100,000 - $151,000

Working Conditions

This position requires hybrid on-site presence as an essential function of the role.

Consistent and predictable on-site presence is required for ongoing business continuity, professional development, and effective collaboration with colleagues and management.

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