Litigation Support Case Manager

Join Array and our rapidly expanding, highly creative and customer-centric organization and play a pivotal role in shaping the future of the legal and technology services industry. At Array, we're a fast-growing company with a strong commitment to delivering exceptional service to our clients. We believe in empowering our employees to make a meaningful impact, take ownership of their work, and contribute to our shared success. We foster a collaborative and supportive environment where individuals are valued, and their contributions are recognized. If you are seeking a career where you can work with the best talent in the industry, be at the forefront of technology-driven solutions and achieve big things in a dynamic and rewarding environment, Array is for you

About the Role

The Case Manager assumes a supervisor leadership role, leveraging their knowledge and prior experience to oversee a book of business. They supervise expediting performance, overall efficiency as it pertains to their assigned orders, and client satisfaction. As an important member of the leadership team, they analyze the overall client experience and customer satisfaction. They work directly with their assigned clients and oversee the follow up made by expediting to ensure accurate records collection and appropriate turnaround times. The Case Manager works closely with all departments to ensure that the client's experience and records are handled accordingly. Collaborating regularly with the Case Management & RRS Manager, the Case Manager plays a pivotal role in ensuring the satisfaction of their clients.

Responsibilities

• • Communicate with clients daily via phone and email, adhering to established response time standards.
• Ensure all client communications are accurate, timely, and appropriate.
• Manage and monitor the assigned book of business on a daily basis.
• Review and analyze relevant data to ensure goals, quotas, and performance metrics are consistently met.
• Oversee calls and follow-ups conducted by Expeditors to ensure accuracy and timely completion.
• Collaborate with internal departments to address client needs and resolve issues promptly.
• Provide coaching, mentoring, and training to Expeditors within your portfolio.
• Meet regularly with the Client Experience & Expediting Manager to review client satisfaction, turnaround times, and daily submission targets.
• Promote accountability within the expediting team through data-driven performance management.
• Conduct regular check-ins with Expeditors to review progress and provide guidance.
• Lead and direct the Expediting team assigned to your book of business.
• Identify and resolve operational bottlenecks to enhance efficiency and client experience.
• Address escalated custodian issues within designated resolution timelines.
• Resolve outstanding orders on hold in accordance with established timeframes.
• Perform daily audits to ensure orders are correctly tracked, statused, and actioned.
• Coordinate with courier and mail-out teams to ensure proper order processing.
• Leverage daily reporting tools to drive success across your portfolio.

Qualifications

• 5+ years of experience in litigation support, or case management.
• Strong client relationship management, strategic thinking and problem solving
• Agile team player able to contribute to a collaborative and productive environment
• Proven ability to manage multiple concurrent client requests and meet tight deadlines.
• Excellent communication, client-facing, and organizational skills.
• Strong analytical, problem-solving, and decision-making skills.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Experience implementing processes and driving accountability through data.
• Deep understanding of the records retrieval industry, including work product, software, and legal considerations.

What We Offer

• Competitive salary & incentives
• Comprehensive benefits package
• Professional development & career growth opportunities
• Collaborative, inclusive, and innovative work culture
• Exposure to cutting-edge technology in the legal services industry
• Effective team leadership and supervisory skills.

About Array

Array is a dynamic, rapidly growing legal solutions provider that is redefining the industry. Our name, Array, encapsulates both the comprehensive scope of our offerings and the assemblage of industry-leading experts that form our core. With a synergy of creativity, dedication, and seasoned experience, we craft innovative solutions that not only resolve our clients' challenges but consistently surpass their expectations. As a forward-thinking, technology-driven organization focused on delivering innovative solutions to our clients, we pride ourselves on fostering a dynamic, collaborative environment where creativity and strategic thinking drive growth.

Array specializes in electronic discovery and data processing, managed document review, traditional services, records and subpoena services, court reporting and contract legal staffing services. We have over 450 employees and 600 legal contractors across Canada and the US. As we continue to scale, we are seeking experienced professionals to join our team and contribute to our ongoing success.

Join us and be a key driver to our success