Client Services Manager

The Office Services Manager is responsible for managing a client location, law firm, with on-site staff. The manager is a highly visible leader and ultimately responsible for ensuring client expectations are met and exceeded.

The manager leads a team providing services in Reception/Concierge, Mail/Shipping/Courier Services, Records, and Administrative support. From a business perspective, the manager ensures effective delivery of those services, provides solutions to customer concerns, and partners with Human Resources to hire staff and effectively manage their teams.

Responsibilities

Meet all client deadlines.

Ensure effective management of all resources within the operation – people, hardware/software, and facilities.

Ensure proper coverage per service level agreement, including floater coverage and partnership with Human Resources to hire outside staff as needed.

Maintain metrics for monthly reporting of KPIs and SLAs.

Oversee all equipment, supplies, and messenger vendors to support client needs.

Participate in monthly and quarterly client business reviews.

Establish and maintain accountability to National Operations Manager.

Coach, develop, and cross‑train operations team to grow their careers.

Set and communicate individual responsibilities, operational issues, daily goals, service improvements, and customer expectations.

Demonstrate strict adherence to all policies and procedures.

Proactively institute Governance Model to ensure client satisfaction.

Standardize policies and procedures, including statistical monthly reporting and benchmarks.

Drive operational improvements and solution design.

Serve as a knowledgeable resource regarding OSHA, EEOC, and complaint handling processes.

Maintain consistent communication with client.

Qualifications

High School Diploma (or equivalent) required; Bachelor’s Degree preferred.

Minimum of 7–10+ years of experience in office services or operations leadership supporting a law firm or a closely adjacent industry.

Prior experience managing 10+ employees.

Physical demands: ability to lift or move 40–60 lbs., walk, bend, kneel, stand, sit for extended periods, and operate office machinery.

Driven by client satisfaction.

Excellent presentation and interpersonal skills.

Excellent written and oral communication in English.

Proficient customer service skills, professional attitude, and appropriate appearance.

Good organizational skills.

Ability to maintain confidentiality.

Patience, tact, and diplomacy to defuse anger and collect accurate information.

Ability to convey information clearly and listen effectively.

Personable, articulate, knowledgeable, and professional in presentation.

Flexibility in dealing with simultaneous projects.

Pay Range: $80,000 – $90,000 USD

Benefits

Career Growth: opportunities to develop new skills and explore other career paths.

Learning & Development: a culture that encourages continuous learning.

Recognition Programs for all levels of employees.

Medical, Dental, Vision, Health Care Flexible Spending Accounts, HSA, Commuter Transit & Parking, Supplemental Life, Accident, Critical Illness, Hospital Indemnity, Legal Program, Theft Protection, Pet Discounts, Group Home, Auto Insurance, Employee Assistance Program, Short‑Term Disability, Life Insurance, Education Discounts, 401(k) with matching, Entertainment Discounts, and Paid Time Off.

We are an equal employment opportunity employer and provide reasonable accommodations for qualified applicants with disabilities.

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