Director of Operations
hace 2 días
East Lansing
Job Description Recruiters, please do not contact us. We are not interested in hiring an agency, freelancer, or independent contractor. Ben Hall Law, PLLC · East Lansing, Michigan · Full-time · Senior leadership · $140,000–$160,000 base plus performance bonus The job The firm has outgrown being run by its owner. We have three practice areas, two offices, and a team that keeps getting bigger. Ben's job is to lead the firm, bring in the work, and set the direction. Your job is to run it. You own the firm's internal operations. Case management, staffing, systems, billing, collections, payroll administration, facilities, and technology. Our Director of Sales and Marketing is responsible for generating leads and converting them into clients. You're responsible for making sure the organization can deliver on what we promise those clients. This is a non-attorney leadership position. You have administrative and operational oversight of our attorneys and legal support teams, and you hold them accountable to the firm's operational standards. Attorneys retain independent professional judgment. Legal questions, legal strategy, and decisions about how cases are handled go to the firm's attorney leadership. You do not direct legal decisions or case strategy. This is not an entry-level director role. We're paying for experience, and we expect results within 90 days. This is a hands-on leadership role in a small business. You set standards, direct employees, manage vendors, and hold people accountable. You're also willing to get into the details, diagnose problems, coach employees, and step in when necessary. We don't have layers of middle management. If something isn't getting done, you're responsible for making sure it gets done. We expect someone who can run the firm's operations, not someone who needs the owner to do it for them. You'll sit on the leadership team. We run the firm on EOS. You'll own your seat on the Accountability Chart, a weekly Scorecard, and quarterly Rocks. You'll facilitate the weekly Level 10 meeting: keep it on schedule, keep the agenda moving, and make sure issues get resolved and to-dos get done. Data drives decisions here. Opinions without numbers don't. Who we are Ben Hall Law is a growing criminal defense and personal injury law firm based in East Lansing, with a second office in Owosso. We also represent the Michigan Department of Health and Human Services in child abuse and neglect cases under a state contract. Ben Hall spent five years in the Marine Corps, including a combat tour in Iraq. He spent nearly a decade as a police officer, then served as a prosecutor. He's been the officer who made the stop, the prosecutor who charged it, and now the defense attorney taking it apart. We hold ourselves to high standards for legal work, client communication, and case management. Those standards mean nothing if cases sit untouched, deadlines slip, or nobody follows through. Your job is to make sure the systems, people, and processes behind them work every day. What you'll own Case operations • You own how cases move from the signed fee agreement to the closed file, across all three practice areas., • You direct the case managers, legal assistants, and client success staff who keep cases moving and clients informed., • You make sure the systems behind the firm's case standards work, and you catch the file that's slipping before the client or the court does., • You own the case management system and the documented procedures behind it. If a process lives only in someone's head, you write it down. People • You run hiring, onboarding, performance evaluations, and corrective action for the employees under your operational oversight, including attorneys., • You establish and enforce expectations for productivity, attendance, timekeeping, communication, and compliance with firm policy. Deficiencies get documented and addressed., • You manage payroll and HR administration through our HR platform., • You protect client confidentiality and office security at both locations. Attorney operations • You oversee attorneys' caseload balance, capacity, time entry, billable targets, and productivity., • You have the authority to address overdue time entries, stagnant cases, missed administrative deadlines, excessive workloads, and productivity below the firm's standards., • You make sure attorneys have the personnel, systems, and support they need to meet their responsibilities., • Legal questions, case strategy, legal judgment, and decisions about representation go to the firm's attorney leadership. You do not direct or override an attorney's independent professional judgment. Billing and collections • You own the administrative execution of billing and collections across all practice areas., • You make sure time entries, invoices, billing submissions, and collection follow-ups are completed accurately and on schedule., • You catch billing delays, rejected submissions, and unpaid accounts, and you make sure they're corrected., • You coordinate with attorneys, legal staff, and the outsourced accounting team to resolve billing and collection issues., • You ensure trust account administration follows procedures established and supervised by the firm's attorneys and accounting professionals. Financial reporting and administrative oversight • Serve as the firm's primary operational point of contact with its fractional CFO, outsourced accounting team, payroll provider, and other financial service providers, and support their planning, budgeting, and analysis., • Independently retrieve and compile financial information from QuickBooks, payroll systems, case management software, and other business platforms., • Produce recurring financial and operational reports requested by ownership, including revenue, collections, accounts receivable, payroll expenses, operating expenses, and budget-to-actual comparisons, accurately and on time., • Maintain a reporting calendar so required financial information is ready for leadership meetings, planning, and business decisions., • Review reports for completeness, identify discrepancies, and coordinate corrections with the accounting team., • Track outstanding financial information requests and follow through until they're resolved, without ownership having to follow up., • Ensure financial documents, invoices, contracts, and supporting records are properly maintained and accessible. The fractional CFO and accounting team retain responsibility for accounting, financial strategy, and financial analysis. The Director of Operations is responsible for ensuring the information, reporting, and administrative work needed to support those functions gets completed. Technology, systems, and projects • You own the operational performance of the firm's technology: case management, CRM integrations, document management, communications, and reporting platforms., • You lead technology implementation, migration, and process improvement projects from planning through completion., • You coordinate outside IT providers, software vendors, consultants, and internal staff so projects finish correctly and on schedule., • You make sure employees are trained, systems are used consistently, and procedures are followed., • You identify redundant software, inefficient workflows, and opportunities for automation., • You maintain documented processes, system access procedures, and safeguards for client information., • Every project has a clear owner, deadline, and deliverable. You track progress and resolve problems before they become delays., • You hold vendors accountable for implementation, service quality, and contractual obligations. You don't need to write code or configure every system yourself. You need to understand the technology well enough to manage the people implementing it and make sure it works. Facilities • You make sure both offices function every day: space, equipment, maintenance, and supplies., • You manage facilities vendors, leases, and service contracts, and you hold them to their obligations., • You plan the space, equipment, and setup the firm needs as it adds staff and locations. Reporting • You deliver a weekly scorecard and a monthly operations report to Ben: what moved, why, and what you're doing about it., • You track capacity, cycle times, billable hours, collections, client satisfaction, and staff performance., • You evaluate operational decisions based on efficiency, financial impact, and results, not just activity., • You own the accuracy of operational data. When a dashboard or report produces unreliable numbers, you catch it, find the cause, and get it fixed before it reaches Ben. What you bring Required • At least eight years in operations, with responsibility for service delivery, staffing, and budgets., • At least four years leading people: setting standards, coaching, and correcting missed targets., • Demonstrated experience running day-to-day operations for a professional services business with at least 15 employees., • You understand financial statements, including P&L reports, accounts receivable, collections, payroll expenses, and budget-to-actual reports. You can independently retrieve, organize, verify, and deliver financial information without needing ownership to chase it down., • Demonstrated experience coordinating outsourced accounting, payroll, HR, or other business service providers and holding them accountable for timely, accurate work., • Hands-on HR and payroll administration: hiring, onboarding, performance management, and documentation that holds up., • You've built documented processes and scorecards that people actually follow., • Demonstrated ability to independently lead a department, establish priorities, manage competing demands, and deliver results without continuous oversight. Preferred • Operations leadership at a law firm of 20 to 50 people. This is the ideal background., • Experience on a leadership team that runs on EOS., • Law firm billing, collections, and trust accounting., • Experience managing multiple locations., • Salesforce or another case management system., • Military leadership experience. If you come from outside the legal industry, your results have to make the case for you. What success looks like First 30 days. Meet every employee. Audit case operations, staffing, billing, collections, vendors, and technology. Present Ben with a written assessment: what's working, what isn't, and what you'll fix first. First 60 days. Every employee under your operational oversight has a written scorecard. Billing and collections run on a documented schedule with backup coverage. Every case has a clear owner and next step. Financial reporting requests are tracked and completed without ownership having to follow up. First 90 days. A written operations plan. Documented procedures for case management, billing, collections, and onboarding. Measurable progress on the priorities from your 30-day assessment. Consistent operational accountability across the firm's attorneys and support personnel. First year. Cases move faster with fewer preventable delays. Billing and collections consistently meet established targets. Financial and operational reports are accurate and delivered on time. Department leaders and employees meet established performance standards. Major projects are completed and systems work as intended. Ben spends his time leading the firm and bringing in work, not managing daily operations. We'll set the specific targets together in your first 30 days. Then you own them. Pay and benefits • Base salary of $140,000 to $160,000, depending on experience., • Performance-based bonus tied to established operational objectives, efficiency, and overall firm profitability, subject to applicable professional conduct rules., • Firm-paid medical, dental, vision, short- and long-term disability, and life insurance for the employee., • Four weeks of annual PTO and one week of sick time, subject to the firm's leave policy. PTO accrues during the first year and is front-loaded beginning in the second year of employment., • 401(k) with an employer match of up to 4%., • Firm-provided laptop., • A direct line to ownership and real authority over the firm's operations. We pay at this level because we expect someone who has already done this job and can prove it. How to apply Send your resume and short written answers to these four questions to Careers@BenHallLaw.com: • What is the largest operation you've run? How many people, what budget, and what did you improve?, • Describe a process that was broken when you found it. What did you change, and what did the numbers look like before and after?, • Tell us about an employee who wasn't meeting expectations. What did you do, and how did it end?, • Tell us about the last time you did work well below your title because it needed to get done. Numbers, not descriptions of responsibilities. Applications without answers won't be reviewed. Ben Hall Law is an equal opportunity employer. Recruiters, please do not contact us. We are not interested in hiring an agency, freelancer, or independent contractor.
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