Client Services Manager

Office Services Manager

is responsible for managing a client location, a law firm, with on‑site staff. The manager will be a highly visible leader and is ultimately responsible for ensuring the client’s expectations are met and/or exceeded.

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

Reports To:

The National Operations Manager

What You’ll Do:

Meet all client deadlines.

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

Ensure proper coverage per the service level agreement, including floater coverage and partnership with Human Resources for any outside staff needs.

Maintain metrics for monthly reporting of KPIs/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 the National Operations Manager.

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

Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements, and customer expectations.

Demonstrate strict adherence to all policies and procedures.

Proactively institute the 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 the client.

What We’re Looking For:

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

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

Prior experience managing 10 + employees.

Fine and/or gross motor skills, including the ability to grasp, lift, and/or carry packages on a standard wheeled cart (up to 60 lbs).

Ability to walk, bend, kneel, stand, and/or sit for extended periods.

Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).

Ability to lift or move 40 lbs or greater frequently.

Driven by client satisfaction.

Excellent presentation and interpersonal skills.

Excellent English written and oral communication skills.

Expertise in customer service, professional attitude, and appearance.

Good organizational skills.

Ability to maintain confidentiality.

Ability to handle situations with high patience, tact, and diplomacy to defuse anger and gather accurate information.

Clear verbal communication and active listening skills.

Personable, articulate, knowledgeable, and professional in presentation.

Flexibility in managing simultaneous projects.

Location: Near New Rochelle, NY.

Travel: N/A.

Pay Range:

$80,000 – $90,000 USD.

What We Offer:

Career Growth:

Opportunities to learn new skills or leverage existing ones that may lead to other career opportunities.

Learning & Development:

A culture that promotes ongoing learning to help employees become the best in what they do.

Recognition Programs:

Variety of recognition programs for all levels of employees.

Benefit Offerings:

Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401(k) with matching, Entertainment Discounts, & Paid Time Off.

Note: Benefits may vary for part‑time positions; please inquire with Human Resources for your specific benefit package.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation, or any other status protected by applicable law.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

#J-18808-Ljbffr