Firm Operations Manager

Are you a champion of operational excellence, skilled in transforming firm operations into a beacon of efficiency and effectiveness in the legal landscape?

Do you have the creative vision to reinvent firm processes, blending operational acumen with innovative strategies for growth and scalability?

Can you navigate the intricate dynamics of a legal firm, orchestrating the synergy between legal teams, administrative staff, and external partners to align with operational success expectations?

Is your approach to management underpinned by a blend of strategic thinking and continuous improvement?

Final question:

When faced with a challenge, do you get excited or run away?
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Ledyard Law LLC, founded on David Ledyard's passion to make a real difference in people's lives, isn't your typical law firm. Situated in the heart of Baltimore, MD, Ledyard Law is a safe haven for those who need someone to speak up for them, a place where you can count on honesty and trust. We're committed to rolling up our sleeves to fight for justice, telling the stories of clients with heartfelt authenticity, and navigating the complex medical and insurance landscapes. Here, clients find a friend in their legal representation, not just a legal suit.

Our commitment to excellence is mirrored in our dedication to our clients, building relationships that go beyond the courtroom, ensuring they are always in the loop with regular updates and clear communication. With about a large, ongoing case roster, and welcoming hundreds of new cases annually, our team is a testament to dynamism, empathy, and unwavering support.

To sustain and enhance our operational efficiency amidst growth, we are seeking a dedicated Firm Operations Manager. This role is pivotal in optimizing our internal processes, ensuring seamless operations, and enabling our legal teams to focus on what they do best-advocating for our clients. By identifying and addressing operational gaps, implementing strategic improvements, and fostering a culture of continuous improvement, the Firm Operations Manager will be instrumental in driving our firm's success and maintaining our high standards of client service.

What You'll Do:

Operations and Process Management:

Oversee all aspects of firm operations, including administrative tasks, office supplies procurement, technology infrastructure, and other areas. Ensure seamless operational workflows by monitoring and enforcing compliance with established processes. Coordinate with various departments to support their needs and maintain smooth day-to-day operations, with the aim of delivering excellent client services at all times.
Process Improvement and Strategic Planning:

Identify gaps in processes and develop, implement, and monitor Standard Operating Procedures (SOPs) aimed at growth and scalability. Foster a continuous improvement mindset and strategically find solutions for areas of improvement. Leverage experience in implementing platforms and systems to enhance operational efficiency.
HR Management:

Handle HR responsibilities for the firm, including onboarding, training, and employee development. Implement HR policies and procedures to ensure compliance and promote a positive workplace culture. Manage employee relations, address any HR-related issues, and provide guidance and support to staff. Conduct performance reviews, and oversee employee engagement initiatives to foster a motivated and high-performing team.
Performance Management:

Follow up with team members and staff on targets, goals, and key performance indicators (KPIs). Provide clear direction and support to ensure that everyone understands their responsibilities and is working towards common objectives. Conduct regular check-ins and performance reviews to monitor progress and provide feedback. Address any performance issues promptly and implement strategies to improve team efficiency and productivity.
Client Experience Enhancement:

Assess and improve the client journey by identifying bottlenecks and implementing effective solutions to optimize case progress. Develop and refine client communication strategies to ensure timely updates and clear, consistent interactions. Enhance overall client satisfaction by streamlining processes and fostering a client-centric approach.
Technology and Vendor Management:

Manage the firm's device inventory and oversee vendor agreements, ensuring timely delivery and compliance with contracts. Coordinate with vendors to resolve issues and negotiate favorable terms for the firm.
Bookkeeping:

Oversee bookkeeping processes to ensure accurate financial records and compliance with regulatory requirements. Ensure timely and accurate invoicing, payroll, and financial reporting, supporting the firm's financial health and operational efficiency.
Special Projects:

Lead various ongoing initiatives, such as HR system automation, bookkeeping audits, and intake process restructuring, ensuring scalability and efficiency. Drive these projects to successful completion, enhancing overall firm operations and supporting long-term growth.
AI and Technology Integration:

With AI being at the forefront of technology, leverage experience with AI and other scaling technologies to enhance operational efficiency and support the firm's growth. Implement and manage advanced technological solutions to ensure the firm remains at the forefront of innovation.
What We're Looking For:

Experience:

At least 4+ years in Operations Management, with demonstrated success in overseeing firm operations, preferably in a legal setting. Proven ability to manage and improve operational processes, lead teams, and implement strategic initiatives to enhance overall efficiency and effectiveness.
On-Site Management:

Eager to work on-site at our Baltimore office to oversee daily operations, ensure processes are followed, address immediate issues, and foster a collaborative work environment through direct interaction with staff and management.
Tech Proficiency:

Experience with AI and other scaling technologies. Familiarity with platforms such as CLIO Pro, QuickBooks Online, Kenect, Lumley, Vonage, CaptureNow, and Legalboards is a plus.
Systems Thinking:

Ability to create and manage processes, develop SOPs, and continuously improve operational efficiency.
KPI-Driven:

Strong ability to establish, monitor, and analyze key performance indicators to drive operational improvements and achieve strategic goals.
Strategic Thinking and Problem-Solving:

Demonstrated ability to identify potential business blind spots and devise solutions.
Continuous Improvement Mindset:

Commitment to continuous process improvement and operational excellence.
Leadership and Team Management:

Proven track record of effectively leading and managing teams, fostering a collaborative and high-performance work environment.
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