Law Firm Operations & Work Production Manager
hace 1 día
Albany
Job Description WhitsonLaw, PLLC is seeking an Operations & Work Production Manager to lead the firm’s internal operations and the operating systems that keep matters moving on time, clients consistently supported, and deadlines controlled. This is a senior leadership role for an experienced, results-driven operator with the judgment, presence, and discipline to translate firm priorities into execution, coach high standards across teams, and drive measurable performance. Reporting directly to the Managing Partner and working closely with firm leadership, you will run the operational engine of a fast-paced, growing practice. You will own the firm’s work production cadence across matters, strengthen accountability rhythms, elevate administrative and cross-functional coordination, improve timekeeping and billing hygiene, and ensure a polished, predictable client experience from intake through closeout. This role requires prior operations leadership in a professional services environment, the ability to lead through influence and standards, and the maturity to make firm, fair decisions in real time. Core Outcomes for This Role: • Maintain firmwide control of deadlines, calendars, and commitments by implementing proactive workflow triage, risk escalation, and consistent internal service levels across all active matters., • Establish a reliable work production engine that drives matters forward with predictable cadence, clear ownership, and disciplined follow-through from intake through closeout., • Build and enforce the firm’s operating system, including SOPs, templates, document and data standards, and platform adoption, so execution is consistent regardless of who is working on the file., • Create operational clarity for leadership through concise reporting, metrics, and accountability rhythms that surface bottlenecks early and convert decisions into action with named owners and deadlines., • Strengthen operational judgment and professionalism across the firm by setting clear expectations, intervening early when standards slip, and making firm, fair decisions in real time to protect clients and the business. Operations Oversight and Systems Leadership • Own day-to-day operational problem-solving, cross-team coordination, and resource allocation, • Maintain firmwide systems for scheduling, communication, data management, document standards, and workflow discipline, • Own SOPs, checklists, templates, and version control so the team can find and use the right tools consistently, • Facilitate and ensure staff’s best use of practice management and related platforms; run periodic audits to confirm adoption and quality, • Monitor the workflow pipeline daily to ensure matters progress within prescribed timelines and service levels, • Identify bottlenecks early, clear blockers, and escalate risks with options and recommendations, • Strengthen calendar and deadline management, including court dates, filings, discovery milestones, internal deadlines, and client commitments, • Enforce standardized meeting and documentation habits that improve clarity, next steps, and client confidence, • Implement and track A/R and collections workflows, including client follow-up cadence, escalation paths, and coordination with attorneys on client communications that protect relationships while enforcing payment expectations, • Produce concise monthly financial operating reports for leadership that highlight drivers and blockers of cash velocity, realization, write-offs, and collections performance, with recommendations and action plans, • Identify and execute improvements to engagement-to-billing workflows, including retainer replenishment controls, trust and payment tracking, and process fixes that prevent revenue disruption, • Support recruiting, hiring, onboarding, and role mastery for administrative and support positions., • Coach and manage administrative and support staff with clear standards for responsiveness, accuracy, and follow-through, • Support performance conversations and documentation, including coaching plans and corrective action tracking as needed, • Own the end-to-end client experience operating system, including intake handoffs, scheduling discipline, status updates, and service-level standards across the lifecycle of a matter, • Coordinate closely with legal, paralegal, intake, and marketing functions to ensure the client journey is operationally sound, handoffs are explicit, and work production is supported by the right information and timing, • Implement a client feedback and issue-escalation loop so concerns are captured early, triaged appropriately, and resolved without disruption to legal work, • Set clear expectations for newly hired staff behavior and responsiveness in client-facing settings, and coach to those standards as a core operational responsibilityQualifications:, • Bachelor’s degree in business, legal administration, or a related field, • 7 to 10 years of progressively responsible experience in law firm operations, litigation support, or professional services management, including at least 2 years leading people or workflows, • Demonstrated success in building repeatable systems, enforcing process discipline, and sustaining performance in a deadline-driven environment, • Strong understanding of law firm organizational structures, workflows, and administrative systems, • Strong command of practice management workflows, calendaring, document systems, and reporting, • Strong command of billing operations, timekeeping compliance, and collections coordination, • High judgment, discretion, and professionalism with the ability to coach firmly while maintaining trust and respect, • Excellent written and verbal communication skills, with a calm, solutions-oriented presence under pressure, • Proficient in legal technology platforms, billing software, and HR/payroll systems, • Technologically confident and comfortable navigating multiple programs, databases, and case management systems, • Proactive, analytical, and results-oriented mindset, • Positive, high-energy attitude with a focus on consistent performance and follow-through, • Ability to thrive in a fast-paced, deadline-driven professional environment, • Professional, client-centered demeanor with a welcoming presence, • Strong interpersonal skills with the ability to build rapport and collaborate across varying roles and authority levels, • Experience in a litigation environment and managing fast-moving calendars and deliverables, • Experience implementing or optimizing systems and training teams for adoption, • Experience coordinating with payroll and HR vendors and maintaining compliance documentationAbout Company WhitsonLaw, PLLC is a New York family law firm focused on collaborative divorce and mediation—designed for clients who want resolution with dignity, clarity, and lasting peace. We guide clients through a structured process that clarifies priorities, organizes information, and supports durable agreements that hold up in real life—not just on paper. We pair compassionate counsel with disciplined execution: clear strategy, strong preparation, timely communication, and efficient workflows that respect both the emotional and financial realities of divorce. When additional support is needed, we make warm introductions to a curated network of trusted professionals—financial, parenting, therapeutic, and other experts—so clients are supported from every angle as they move into their next chapter.