Operations Manager (Remote)

**Operations ManagerLead the People, Processes, Systems, and Performance Behind a Growing Immigration Law Firm** MRA Law Group is seeking an experienced, hands\-on **Operations Manager** to lead the day\-to\-day performance, accountability, systems coordination, and continuous improvement of our Operations Department. This is a leadership role for someone who knows how to turn expectations into execution. The Operations Manager will oversee the operational teams responsible for supporting our clients, attorneys, and case production functions, from the first phone call through ongoing client communication, administrative support, document handling, internal operational requests, and systems\-related execution. We are looking for someone who can manage people, build accountability, analyze performance, improve processes, coordinate systems support, solve problems, and create an Operations Department that runs consistently without requiring constant intervention from senior leadership. **What You Will Own** **Operations Leadership \& Team Management** You will provide leadership and accountability across the Operations Department, including: * Operations Team Lead * Telephone Receptionist Team Lead and Receptionists * Client CARE Team Lead and Client CARE Agents * Virtual Assistant * In\-Office Administrative Assistant * In\-Office Legal Assistant * Systems Administrator * Systems Developer You will establish clear expectations, ensure accountability, coach leaders and team members, identify performance issues early, and ensure the department has the structure, workflows, tools, and resources necessary to perform effectively. You will be expected to manage both people and execution. This includes ensuring that team leaders are leading, frontline employees are meeting expectations, and systems\-related support is helping the firm operate faster, cleaner, and more efficiently. **Operational Performance \& Accountability** You will: * Establish, monitor, and manage departmental and individual KPIs. * Review daily, weekly, monthly, and quarterly operational performance. * Hold team leaders accountable for the performance of their respective teams. * Identify performance trends, bottlenecks, capacity issues, recurring problems, and operational risks. * Develop corrective action and coaching plans when performance falls below expectations. * Ensure operational audits are completed and identified issues are addressed. * Build an environment where ownership, follow\-through, and accountability are part of everyday operations. The current Operations framework measures department efficiency, workflow effectiveness, error reduction, client communication compliance, client satisfaction, complaints, procedure compliance, system usage, documentation accuracy, team KPI achievement, audits, issue\-resolution time, process improvement, and operational risk identification. **Systems, Technology \& Operational Infrastructure** The Operations Manager will play a key leadership role in ensuring the firm’s systems support the way the business actually needs to operate. You will oversee the Systems Administrator and Systems Developer to ensure that systems, workflows, automations, reports, user access, troubleshooting, and technology improvements are properly prioritized and executed. You will: * Ensure operational systems are being used consistently and correctly. * Translate operational needs into clear systems requirements. * Coordinate with the Systems Administrator and Systems Developer on workflow improvements, automation opportunities, reporting needs, and system\-related issues. * Ensure system changes are aligned with operational goals and do not create unnecessary disruption. * Monitor system usage, documentation accuracy, and compliance with required workflows. * Identify gaps between process design, system capability, and actual team execution. * Help prioritize technology improvements based on business impact, urgency, and scalability. * Ensure systems\-related projects are completed with clear ownership, timelines, testing, rollout, and follow\-through. This role does not require the Operations Manager to be a programmer. However, it does require someone who can understand operational problems, ask the right questions, manage systems\-related priorities, and ensure technology supports performance instead of becoming another bottleneck. **Client Experience** Our Operations Department plays a major role in how clients experience MRA Law Group. You will ensure: * Client calls and communications are handled professionally and promptly. * Reception and Client CARE teams consistently meet service expectations. * Client concerns are identified, documented, and escalated appropriately. * Communication breakdowns do not become preventable client complaints. * Operational issues contributing to cancellations, dissatisfaction, or refund exposure are identified and addressed. * Client feedback and satisfaction trends are monitored and converted into practical operational improvements. **Processes \& Continuous Improvement** We do not want someone who simply maintains existing processes. We want someone who asks: **Why are we doing it this way, is it working, and can we do it better?** You will: * Develop, document, implement, and continuously improve SOPs and workflows. * Ensure consistent use of the firm’s case management system, trackers, and operational tools. * Ensure tasks, communications, and activities are properly documented. * Identify unnecessary steps, duplicated work, bottlenecks, process gaps, and ownership gaps. * Translate operational problems into practical, measurable solutions. * Implement improvements and measure whether they actually worked. * Identify operational risks before they become larger client, legal, financial, or business problems. The right person for this role will not treat process improvement as theory. You should be able to move from observation to diagnosis, from diagnosis to action, and from action to measurable results. **Cross\-Department Collaboration** Operations does not operate in a silo. You will work closely with attorneys, Case Production, HR, Finance, leadership, and other departments to ensure operational processes support efficient case progression, strong client service, and scalable firm growth. You will be expected to identify where handoffs are breaking down, clarify ownership, resolve workflow issues, and help different functions work together more effectively. **What We’re Looking For** Our ideal Operations Manager has: * Proven experience leading an Operations, Customer Service, Client Services, Administrative, Legal Operations, Systems Operations, or similar multi\-function team. * Experience managing both frontline employees and team leaders or supervisors. * Experience overseeing systems, technology workflows, operational tools, or systems\-support personnel is strongly preferred. * Strong people\-management, coaching, delegation, and accountability skills. * Experience establishing and managing KPIs, scorecards, service levels, and performance standards. * Strong process\-improvement and problem\-solving capability. * Experience creating or improving SOPs, workflows, documentation standards, and operational systems. * Confidence using data, reports, dashboards, and performance trends to make operational decisions. * Strong organizational and project\-management skills. * Excellent written and verbal communication. * The ability to manage multiple priorities without losing visibility or accountability. * Comfort working in a fast\-paced environment where client needs and priorities can change quickly. * Strong judgment and the ability to distinguish between something that requires leadership escalation and something Operations should simply solve. Experience working within a law firm, immigration practice, professional\-services organization, or high\-volume client\-service environment is strongly preferred. **The Person Who Will Thrive Here** You are probably a strong fit if you: * Naturally create structure where there is complexity. * Do not need senior leadership to repeatedly remind you about deadlines, deliverables, or follow\-through. * Believe that delegation still requires accountability. * Can be supportive of employees without avoiding difficult performance conversations. * Investigate the root cause instead of repeatedly fixing the same symptom. * Are comfortable challenging inefficient processes. * Understand that a great client experience depends heavily on what happens behind the scenes. * Can manage managers, not just individual contributors. * Can work with systems and technology teams without losing sight of operational outcomes. * Know how to use metrics without losing sight of the people behind them. * Take ownership when something falls within your department. **Why MRA Law Group?** MRA Law Group is an immigration law firm serving individuals and families navigating complex immigration matters, including family\-based and humanitarian immigration cases. The Operations Manager occupies a critical leadership seat within the firm. Your work will directly influence client experience, employee performance, attorney support, case progression, systems execution, operational scalability, and the firm’s ability to grow without sacrificing service quality. We are not looking for someone to simply keep Operations busy. We are looking for someone who can make Operations deliver excellent performance consistently. If you are a hands\-on operations leader who can manage people, improve processes, oversee systems execution, and help build a stronger operational foundation for growth, we encourage you to apply. Pay: $25\.00 \- $30\.00 per hour Benefits: * Paid time off Experience: * Operations Management: 5 years (Required) Work Location: Remote