Operations Manager

Operations Manager: Drive Client and Staff Success at a Fast-Growing Legal Staffing CompanyAbout UsWe’re RemoteLegalStaff, a fast-scaling, founder-led company helping U.S. law firms grow through offshore legal talent. We move fast, operate lean, and are obsessed with delivering excellence to both our clients and our staff. Our team is global, our culture is high-trust and fast-paced, and our bar is high.The RoleWe’re hiring an Operations Manager to lead a small team of Client Success Managers (CSMs), who manage our law firm clients and their remote staff. Your mission is simple, but not easy: ensure every client and every staff member is successful.You’ll oversee your CSMs, resolve client and staff escalations, and make sure issues are addressed decisively and fast. You won’t be managing the operations of the whole company, just your team, but you’ll be held to high standards of ownership, speed, and results.This is not a soft coaching role. You need to be comfortable holding people accountable, making tough calls, and being direct even if it doesn’t win popularity points.What You’ll DoManage 2 or more Client Success Managers (and eventually more)Own the client experience and ensure client satisfaction, retention, and expansionJump into client or staff issues early, solve them quickly, and prevent repeat problemsCoach your CSMs to improve performance, judgment, and speedMonitor team workload and results; track key KPIs and take action when targets aren’t metImprove systems, processes, and communication to make the team faster and more effectiveCollaborate with leadership on key initiatives and cross-functional improvementsYou’ll Thrive Here If You...Are obsessed with client and staff successMove quickly, make decisions confidently, and fix things without dramaHave strong management instincts and aren’t afraid to be the "bad guy" when neededAre direct, clear, and calm under pressureLove tracking performance and driving resultsThink like an operator and act like an ownerCan navigate tough conversations with professionalism and clarityThis Isn’t for You If...You need to be liked more than you need to get resultsYou avoid confrontation or hesitate to make hard decisionsYou need constant oversight or wait for permissionYou struggle to prioritize or move fast under pressureYou don’t take full ownership for your team’s outcomesYou find feedback hard to give or receiveYou’d rather build systems than solve problemsRequirements3 or more years of experience in operations, client success, or team leadershipProven ability to manage people, resolve issues, and hit performance goalsExperience in a fast-paced, remote, or service-based environmentExcellent communication and leadership skillsStrong judgment and business acumenAvailable full-time during U.S. business hoursWhat We OfferA leadership seat in a growing, mission-driven companyFull ownership of your team and outcomesA close-knit, high-performing cultureRemote work with a global teamCompetitive compensationLots of PTOHealth and wellness stipendAnnual performance-based bonus opportunitiesOngoing training and developmentHow to ApplyStart by filling out this short application: https://wkf.ms/4hDYzTgWe hire for ownership, clarity, and urgency. Show us that from the start.