Our client is looking to hire an Office Operations Manager to support two of the firm's largest branches. This person will serve as the operational leader for a multi-office professional services environment, overseeing day-to-day office operations, employee management, performance reporting, recruiting, onboarding, client service, and administrative processes. This individual acts as a key liaison between leadership and staff, ensuring efficient business operations, resource allocation, and exceptional client experience.
Key Responsibilities
Office & Operations Management
- Oversee daily operations for approximately 30 employees across multiple office locations.
- Serve as the primary point of contact for attorneys, paralegals, client support staff, reception, and administrative personnel.
- Manage and maintain operational workflows to ensure business objectives are met efficiently.
- Monitor staffing resources and adjust schedules, calendars, and workloads to optimize productivity and service levels.
Performance Metrics & Reporting
- Develop, track, and analyze key performance indicators (KPIs) to measure workload, productivity, and business performance.
- Prepare and present bi-weekly and monthly operational reports to leadership, including:
- Billing metrics
- Revenue and collections reporting
- Workload projections versus actual performance
- Monthly production goals and benchmarks
- Utilize data and reporting to identify trends, drive accountability, and support business growth initiatives.
Recruitment & Onboarding
- Source, screen, and interview candidates for administrative and operational positions.
- Manage the full onboarding process, including:
- New hire orientation
- Technology and environment setup
- Training and process education
- Support employee development and successful integration into the organization.
Team Leadership & Employee Support
- Provide day-to-day management and support for office personnel.
- Act as a resource for employee questions, operational issues, and process improvement initiatives.
- Foster a collaborative and productive work environment.
Client Service & Escalation Management
- Handle escalated client concerns and service issues with professionalism and empathy.
- Serve as a brand ambassador while ensuring timely resolution of client matters.
- Partner with internal teams to maintain high service standards and client satisfaction.
Vendor & Technology Management
- Manage relationships with external service providers, including call center and help desk partners.
- Serve as the escalation point for technology and operational issues.
- Support technology initiatives and system implementations.
Project Management
- Lead office and facilities projects from planning through execution.
- Coordinate office relocations, renovations, and operational transitions.
- Manage project timelines, budgets, vendors, and resource allocation.
- Support technology upgrades and system migrations, including Office 365 implementations.
Preferred Qualifications
- 7-10+ years of office administration, operations management, or business operations experience.
- Experience managing multi-office environments.
- Strong analytical and reporting skills with experience developing KPIs and performance metrics.
- Experience with recruiting, onboarding, and employee training.
- Proven project management experience, including office moves, technology implementations, or operational initiatives.
- Strong communication, leadership, and client service skills.
