Client Engagement Operations Manager (Complex Litigation)
Client Engagement Operations Manager (Complex Litigation)
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$ 100000 - 125000
1 Vacancy
Job Description
At Morgan & Morgan the work we do matters. For millions of Americans were their last line of defense against insurance companies large corporations or defective goods. From attorneys in all 50 states to client support staff creative marketing to operations teams every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6000 employees are all united by one mission: For the People.
Summary
We are seeking a Client Engagement Operations Manager to join our team. As a Client Engagement Operations Manager you are responsible for ushering clients through the initial stage of their case work up. You work directly with Case Operations leadership to ensure clients initial interactions with Morgan & Morgan are fruitful and delightful.
This role requires operational excellence and a strategic mindset alongside the empathy to influence and the vision to lead. This successful candidate will be highly organized data-driven enterprising and a fast learner.
Responsibilities
- Serve as the key liaison between Activation and Case teams ensuring seamless communication productivity and the delivery of high-quality results aligned with organizational goals
- Design and oversee a multi-channel client engagement protocol to gather essential information to evaluate the viability of a clients claim
- Manage outside vendor responsible for outbound call program including oversight of staffing development of training and evaluation of performance toward target KPIs
- Conduct regular check-ins performance reviews and audits on team productivity and outputs providing regular status updates performance reports and escalation of risks/issues to leadership and key stakeholders
- Monitor and evaluate performance of all inbound and outbound client communications across vendor agents case staff email marketing and SMS campaigns
- Identify opportunities for improvement - across SOP scripts training management etc. and execute new initiatives and outreach campaigns to drive improved outcomes
- Collaborate with tech product and marketing teams to set up and troubleshoot all systems required to facilitate seamless client outreach and inbound communication
Requirements
- 3 years of work experience in management consulting or operations ideally with exposure to Client Success or Client Experience teams
- Excellent problem-solving and structured thinking skills with proficiency analyzing data and extracting actionable insights to inform decision-making
- Client-centric operational leader with a passion for building and refining processes
- Experience designing and managing campaigns across email text phone
- Comfort working autonomously in fast-paced environment across multiple high-priority projects
Bonus Points
- Experience with Salesforce Marketing Cloud or other CRMs and Email / Text Campaign tools
- Experience managing 3rd party vendor relationships
#LI-GM1
Salary Range
$100000 - $125000 USD
Benefits
Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people not the powerful. This success starts with our staff. For full-time employees we offer an excellent benefits package including medical and dental insurance 401(k) plan paid time off and paid holidays.
Equal Opportunity Statement
Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
E-Verify
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
Privacy Policy
Here is a link to Morgan & Morgans privacy policy.
Required Experience:
Manager
Employment Type
Full Time
