Legal Operations Manager

The Huron Law Group Legal Operations Manager will be responsible for the daily management of a team of Supervisors overseeing Customer Service and Paralegal roles. This individual will play a key role in ensuring operational and administrative efficiencies and adherence to company Best Practices and Service-Level Agreements.

This position has a start date of 1/5/2026.

Pay: $70,000.00

The ideal candidate will be a player-coach who actively engages in the completion of department deliverables and provides guidance, coaching, and support to ensure high performance and morale.

The Legal Operations Manager will report directly to the FLLG Director of Operations.

Key Objectives and Essential Responsibilities

• Oversee recruitment, training, and development of customer service and paralegal supervisors
• Conduct regular performance evaluations and provide coaching and feedback to supervisors, including final reviews of their team assessments
• Address and escalate employee challenges and concerns to identify workflow inefficiencies, mitigate risks, and ensure prompt resolution
• Manage high-level case oversight to ensure clients progress through the litigation process efficiently
• Work cross-departmentally with a wide range of stakeholders to ensure that all customer service and paralegal activities are aligned with organizational objectives
• Achieve operations objectives by monitoring, reviewing, and enforcing policies and procedures, contributing to data analysis, and actively participating in quarterly goal-setting
• Perform quality assurance controls to ensure the company's services meet customer expectations, monitor production KPIs, SLAs, and metrics, and provide feedback to all stakeholders
• Partner with Debt Resolution and Litigation Attorney Managers to handle lawsuit escalations and act as liaison between Legal, Paralegal, Debt Resolution, and Customer Service departments
• Collaborate regularly with the FLLG Director of Operations, internal management team, and affiliates
• Work with Data Analysts to automate KPI, SLA, and QA feedback to paralegals, customer service representatives, and supervisors
• Create, implement, and manage customer service and paralegal processes and procedures in policy management software
• Partner with the training department to implement, update, and maintain customer service and paralegal training resources and materials.
• Foster a collaborative culture that aligns with the firm's values and goals
• Other Projects as assigned

Required Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Job Requirements

• Ability to maintain quality standards, service-level agreements, and operational excellence
• Analytical aptitude, including forecasting, risk analysis, cost-benefit analysis, and data extraction and analysis
• Strong leadership skills and a proven track record of fostering relationships, building morale, and maintaining a positive work environment
• Organizational ability and attention to detail, including tracking metrics, delegating department deliverables, increasing efficiency and productivity, and creating and implementing effective policies and procedures
• Problem-solving skills including the ability to identify, quantify, and efficiently resolve workflow interruptions and minimize downtime
• Technical proficiency in the areas of database management, production automation, and Microsoft Office (functions, pivot tables, charts, presentation and template design, navigation, archivization, proofreading, and editing)

Education and Experience

• A combination of education and experience will be considered

Required

• Paralegal certification, similar legal services degree, or 5+ years of paralegal experience
• 5+ years in a leadership position
• Above average skills in Microsoft Office Suite, including Word, Outlook, Excel, and PowerPoint
• Proactive in finding solutions while also using discernment when escalating issues
• Demonstrates ownership of work and maintains excellent quality standards
• Ability to communicate both verbally and in written format at a high level
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Strong interpersonal and communication skills to work effectively with team members, internal partners, and clients.

Preferred

• Bachelor's degree in Pre-Law, Business, Communication, or other similar field
• Experience managing a group of leaders
• Familiar with FDCPA guidelines.
• Effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization.