Manager, Client Operations

🕒 May 27

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Aderant

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1978

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Aderant is a global provider of legal business management and practice management software that helps law firms run and modernize their back-office operations. The company offers cloud-based SaaS platforms and applications — including practice management, time & billing (iTimekeep), billing delivery (BillBlast), compliance (Onyx/OCG), recruiting, calendaring/docketing, analytics (Stridyn), and AI-driven work-to-cash automation — designed for large professional services and law firms. Aderant emphasizes AI, cloud transformation, security (SOC 2), and integrations to improve billing accuracy, compliance, financial operations, and operational efficiency for law firms worldwide.

📋 Description

• Manage and develop the Support Operations and Client Success Operations teams, providing coaching, goal-setting, and performance management. • Partner with Vice Presidents and Directors in Support and Client Success to understand strategic priorities and translate them into operational plans and workflows. • Coordinate and drive special projects on behalf of functional leadership, ensuring cross-functional alignment, timely delivery, and measurable outcomes. • Design, implement, and maintain process metrics and KPIs that give functional leaders clear visibility into operational health and team performance. • Build and maintain dashboards and reporting cadences that surface actionable insights for leadership decision-making. • Continuously evaluate and improve operational processes, removing bottlenecks so functional teams can focus on client-facing execution. • Establish and enforce standard operating procedures across Support Operations and Client Success Operations to ensure consistency and scalability. • Identify opportunities for automation and tooling improvements that increase operational efficiency and reduce manual effort. • Serve as the operational point of contact between Support, Client Success, and other internal departments, ensuring smooth handoffs and communication. • Lead capacity planning and resource allocation to ensure operations teams are appropriately staffed and aligned to business needs. • Monitor trends in operational data, proactively flagging risks or opportunities to functional leadership. • Drive a culture of accountability, continuous improvement, and operational excellence across the operations function.

🎯 Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field. • A master's degree or relevant certifications (e.g., Six Sigma, PMP, ITIL) are a plus. • 5+ years of experience in operations management, process improvement, or a related role, including at least 2 years in a people management capacity. • Demonstrated experience partnering with senior leaders (VP/Director level) to drive strategic initiatives and operational improvements. • Strong ability to design and implement process metrics, KPIs, and reporting frameworks. • Proven track record of managing cross-functional special projects from initiation through delivery. • Proficiency in data analysis and reporting tools (e.g., Excel, SQL, Tableau, Power BI) and operational platforms. • Excellent communication and presentation skills with the ability to influence stakeholders at all levels. • Experience in a SaaS, legal technology, or professional services environment is strongly preferred. • Strong organizational skills with the ability to manage competing priorities across multiple teams. • A process-oriented mindset with a passion for building scalable, repeatable operations. • Ability to lead through change and foster a culture of continuous improvement.

🏖️ Benefits

• A culture of innovation, collaboration, and personal growth