Business Operations Manager / People Manager

Client: law firm

Location: on-site 3 days a week in Greensboro NC, Raleigh NC, Albany NY, St Louis MO, Buffalo NY, or Rochester NY.

Job Type: full-time/permanent

POSITION SUMMARY:

The Legal Operations Practice Group Manager is accountable for the day-to-day management and oversight of assigned attorney practice groups. This key leadership role drives operational excellence, compliance and business growth leading teams through change, and fostering a culture of collaboration, accountability, and continuous improvement. This position requires exceptional leadership skills, communication, relationship-building, and analytical skills, as well as the ability to inspire and develop others.

ESSENTIAL JOB FUNCTIONS:

• Productivity & Capacity Management
• Manage productivity and oversee timekeeper performance to optimize resource allocation and support operational goals.
• Conduct regular capacity assessments and case list reviews to support effective work allocation and staffing decisions.

• Case Quality & Compliance
• Partner with the Audit team to monitor and enhance case quality, ensuring adherence to firm standards and compliance requirements.
• Support adherence to compliance, including Outside Counsel Guidelines (OCG) for billings and status reporting, draft bill reviews, and budget completion.
• Ensure compliance with document management policies and support training reinforcement and ongoing professional development.

• Attorney Engagement & Performance
• Conduct routine check-ins with attorneys to monitor progress, provide support, and address performance issues.
• Manage onboarding and departures, ensuring smooth transitions and compliance with firm policies.
• Provide full oversight of all performance management processes, including performance improvement plans and facilitating year-end evaluations.

• Training & Reinforcement
• Analyze attorney performance data to identify skill gaps and training needs; then address those gaps through individualized coaching or by leveraging firm-wide resources.

• Communications & Business Support
• Facilitate effective practice group communications, including meetings, updates, and dissemination of key information.
• Oversee client communications and reporting, ensuring timely and accurate delivery of information.
• Serve as a liaison with administrative leaders to coordinate cross-functional initiatives and resolve operational issues.
• Act as a business sponsor/representative for projects impacting attorneys and legal operations, driving process improvements and operational efficiencies.

• Leadership Responsibilities
• Cultivate trust and collaboration across practice groups and with administrative leaders, attorneys, and external partners.
• Communicate complex information clearly and persuasively to diverse audiences; facilitate open dialogue and provide constructive feedback.
• Coach, mentor, and develop team members, promoting a culture of inclusion, accountability, and continuous learning.
• Leverage data and sound judgment to drive decisions, solve problems, and measure performance.
• Foster collaboration by constructively navigating conflicts and mediating disputes to build consensus and sustain a positive, productive work environment.

• Change Management & Leadership
• Lead teams through organizational change, process optimization, and technology adoption, fostering a culture of adaptability and innovation.
• Encourage ongoing professional development for self and team.
• Stay current with industry trends and best practices and apply learnings to improve operations.

• Technology & Process Optimization
• Business representative for procurement, development, implementation, and optimization for any attorney-facing technology platforms (e.g., case management/matter management, knowledge management, CRM, document management, etc.).
• Lead initiatives to automate workflows, streamline processes, and drive innovation (including leveraging AI or analytics tools).
• Use data to track KPIs, measure performance, and inform decision-making.

• Strategic & Collaborative Contributions
• Participate in the development and execution of the firm's strategic and business plans.
• Contribute to staffing assessments to support attorney recruitment and retention efforts.
• Support business development initiatives and practice group expansion strategies.

• EXPERIENCE/REQUIREMENTS:
• 5+ years management experience with demonstrated ability to lead, inspire, and develop high-performing teams.
• Proven experience managing change, building cross-functional relationships, and communicating effectively with diverse stakeholders.
• Strong analytical, decision-making, and conflict resolution skills.
• Experienced working knowledge and abilities with project management, change management, and process improvement.
• 4 year degree required
• 5 years' progressive expertise in related area required; experience leading company wide initiatives within a multi office setting, preferably in a professional services firm environment.
• Working knowledge of Word, Outlook, Power Point and Excel required; experience in SharePoint and/or Power BI an asset.