Manager, Operations & Workflow - Legal Services
U.S. Legal Support, Inc., Houston, TX, United States
Manager, Operations & Workflow - Legal Services
Location: Regular Full-Time TX-HYB-Houston-16825 Northchase Dr, Houston, TX, US
Recruitment: 6 days ago Requisition ID: 3604
Position Overview
The
Operations Manager
plays a critical role in overseeing
jobs in progress , ensuring operational excellence, efficiency, and client satisfaction. This role leads a team responsible for the day‑to‑day execution of order entry, estimate delivery, and workflow management, while serving as a key escalation point for high‑risk or time‑sensitive matters. This is a hands‑on leadership role requiring strong operational judgment, urgency, and cross‑functional collaboration to meet service‑level commitments and client expectations.
Essential Job Functions
Lead, coach, and develop a team managing jobs in progress
Set clear performance expectations, accountability, and service‑level goals
Foster a culture of ownership, urgency, and a client‑first mindset
Continuously evaluate workflows to drive efficiency, accuracy, and scalability
Develop and maintain SOPs, training materials, and process documentation
Define and implement operational policies and performance standards
Recruit, hire, and oversee onboarding and training of new team members
Promote collaboration and positive team dynamics
Partner with leadership on initiatives supporting organizational goals
Maintain U.S. Legal Support service standards and professional image
Perform additional duties as assigned by management
Maintain real‑time visibility into work in progress across teams
Ensure work queues are balanced, current, and clearly communicated
Serve as an escalation point for stalled, aged, or at‑risk items
Partner with Production and Scheduling to manage throughput and prevent backlogs
Identify early‑stage risks and intervene before SLA impact occurs
Manage escalations related to missed deadlines or client‑sensitive matters
Ensure standardized documentation and communication on escalations
Monitor incoming volume and prioritize work based on deadlines, risk, and client needs
Proactively resolve turn‑in delays, exceptions, or compliance issues
Establish quality checkpoints and standardized operational procedures
Collaborate with leadership on systemic issue resolution and policy decisions
Qualifications
Required
3–5+ years of experience in operations leadership, workflow management, or service delivery
Strong analytical, organizational, and prioritization skills
Experience handling escalations and cross‑functional coordination
Comfort working with reporting tools, dashboards, and operational data
Preferred
Experience in legal support, court reporting, transcription, or professional services
Familiarity with SLA‑based service models
Experience with court reporting or workflow platforms (e.g., YesLaw, Zendesk, RB)
Change management or process improvement experience
Benefits
Medical, Dental, and Vision Coverage
Flexible Spending Accounts
Life Insurance
Short‑ and Long‑Term Disability
Paid Time Off, including 9 paid holidays
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Location: Regular Full-Time TX-HYB-Houston-16825 Northchase Dr, Houston, TX, US
Recruitment: 6 days ago Requisition ID: 3604
Position Overview
The
Operations Manager
plays a critical role in overseeing
jobs in progress , ensuring operational excellence, efficiency, and client satisfaction. This role leads a team responsible for the day‑to‑day execution of order entry, estimate delivery, and workflow management, while serving as a key escalation point for high‑risk or time‑sensitive matters. This is a hands‑on leadership role requiring strong operational judgment, urgency, and cross‑functional collaboration to meet service‑level commitments and client expectations.
Essential Job Functions
Lead, coach, and develop a team managing jobs in progress
Set clear performance expectations, accountability, and service‑level goals
Foster a culture of ownership, urgency, and a client‑first mindset
Continuously evaluate workflows to drive efficiency, accuracy, and scalability
Develop and maintain SOPs, training materials, and process documentation
Define and implement operational policies and performance standards
Recruit, hire, and oversee onboarding and training of new team members
Promote collaboration and positive team dynamics
Partner with leadership on initiatives supporting organizational goals
Maintain U.S. Legal Support service standards and professional image
Perform additional duties as assigned by management
Maintain real‑time visibility into work in progress across teams
Ensure work queues are balanced, current, and clearly communicated
Serve as an escalation point for stalled, aged, or at‑risk items
Partner with Production and Scheduling to manage throughput and prevent backlogs
Identify early‑stage risks and intervene before SLA impact occurs
Manage escalations related to missed deadlines or client‑sensitive matters
Ensure standardized documentation and communication on escalations
Monitor incoming volume and prioritize work based on deadlines, risk, and client needs
Proactively resolve turn‑in delays, exceptions, or compliance issues
Establish quality checkpoints and standardized operational procedures
Collaborate with leadership on systemic issue resolution and policy decisions
Qualifications
Required
3–5+ years of experience in operations leadership, workflow management, or service delivery
Strong analytical, organizational, and prioritization skills
Experience handling escalations and cross‑functional coordination
Comfort working with reporting tools, dashboards, and operational data
Preferred
Experience in legal support, court reporting, transcription, or professional services
Familiarity with SLA‑based service models
Experience with court reporting or workflow platforms (e.g., YesLaw, Zendesk, RB)
Change management or process improvement experience
Benefits
Medical, Dental, and Vision Coverage
Flexible Spending Accounts
Life Insurance
Short‑ and Long‑Term Disability
Paid Time Off, including 9 paid holidays
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