Manager, Client Operations

🕒 vor 9 Tagen

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

⚙️ Operations

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Aderant

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 1978

☁️ SaaS

🤝 B2B

🤖 Künstliche Intelligenz

SaaS • B2B • Artificial Intelligence

Aderant ist ein weltweit führender Anbieter von Softwarelösungen für das rechtliche Geschäfts- und Praxismanagement, die Anwaltskanzleien bei der Verwaltung und Modernisierung ihrer Backoffice-Prozesse unterstützen. Das Unternehmen bietet cloudbasierte SaaS-Plattformen und -Anwendungen an, darunter Praxismanagement, Zeit- und Abrechnung (iTimekeep), Abrechnungszustellung (BillBlast), Compliance (Onyx/OCG), Recruiting, Terminplanung/Dokumentation, Analytik (Stridyn) und KI-gesteuerte Work-to-Cash-Automatisierung, die speziell für große professionelle Dienstleistungs- und Anwaltskanzleien entwickelt wurden. Aderant legt Wert auf KI, Cloud-Transformation, Sicherheit (SOC 2) und Integrationen, um die Abrechnungsgenauigkeit, Compliance, Finanzoperationen und betriebliche Effizienz von Anwaltskanzleien weltweit zu verbessern.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• A culture of innovation, collaboration, and personal growth