Sr. Manager, K&I Premium Services

The Senior Manager K&I Premium Services is accountable for a defined program workstream within Premium Services the operational delivery team that supports the Firms large scale client programs and portfolio clients. This position leads one or more managers and their teams and is responsible for the day-to-day operation performance and continuous improvement of the assigned workstream including volume quality timelines reporting staffing and cost.

The Senior Manager partners with shareholder program leads client and attorney teams to make sure the workstream is resourced consistently run and clearly communicated. Premium Services provides operational data technology and program management support to attorney and client teams. This position reports to the Director K&I Premium Services and works closely with peer Senior Managers Project Management Data and Reporting Knowledge Management IT Finance and other Firm departments.

• Own the assigned program workstream from start to finish including the operating model staffing capacity service levels quality standards and delivery against client and Firm commitments.
• Lead coach and develop the managers who report to this position setting clear expectations reviewing priorities and workloads and holding managers accountable for team performance and results.
• Translate program goals set with shareholder leads attorney stakeholders and the Director into an annual workstream plan with measurable objectives milestones and resource needs.
• Partner with shareholder program leads and attorney teams to understand needs set expectations about current capabilities timelines and costs and resolve issues before they affect client delivery.
• Monitor workstream performance using case ticket and task data from systems such as Salesforce and Smartsheet; identify trends volume shifts and bottlenecks; and recommend and carry out corrective action.
• Prepare and present regular status metrics and capacity reporting for the Director Firm leadership and program sponsors tailored for executive summaries or detailed working review as needed.
• Build and maintain the staffing and headcount case for the workstream including workload analysis forecasting and business justification for new or changed roles.
• Define document and continuously improve standard processes procedures templates and workflows so work is performed consistently across teams geographies and programs.
• Oversee the workstreams information and technology infrastructure including SharePoint structures Smartsheet trackers Salesforce configuration and access processes working with vendors IT and data teams on enhancements and automation.
• Manage the workstream budget billing and invoicing processes and vendor relationships where applicable and escalate variances to the Director.
• Make sure operational and client communications for the workstream are accurate timely consistent and reviewed by the appropriate people before release.
• Identify and manage risks dependencies and compliance considerations; protect client confidentiality and privileged information; and escalate matters that require client shareholder or Director judgment.
• Serve as liaison between the workstream other Premium Services workstreams Firm departments and external vendors coordinating shared initiatives and avoiding duplicated effort.
• Lead change management for new tools process changes and program launches including training communication and tracking of adoption.
• Contribute to the Premium Services leadership team through participation in planning organizational design headcount and priority setting across workstreams and cover for peer Senior Managers and workstream Managers as needed.
• Identify opportunities to add value for existing and prospective clients through improved processes best practices and technology and develop business cases for new or expanded services with the Director.
• Performs other duties as assigned.
• Manages workstream personnel:
  
  • Oversees workload tasks and projects
  • Recommends professional development needed to maintain and build team skills
  • Participates in hiring onboarding and training of team members
  • Manages schedules including approval of time off and approves timesheets
  • Performs annual performance reviews and partners with Human Resources and the Director on any performance-related issues.

Specific Experience:

• Four year college or university degree or equivalent experience; Bachelors degree in Business Administration Operations Project Management or a related area preferred
• 8 years of experience managing programs operations or projects in a law firm professional services organization or related area.
• 5 years managing direct reports including at least 2 years leading managers or team leads.
• Demonstrated experience owning a high-volume process driven program with defined service levels metrics and stakeholder commitments.
• Experience building and presenting staffing capacity or headcount business cases supported by data.
• Experience designing documenting and improving processes and workflows and delivering change management and end-user adoption programs.
• Experience with legal operations or case management processes preferred.
• Ability to exercise good business judgment make well reasoned independent decisions and handle confidential and sensitive information appropriately.
• Outstanding written and verbal communication skills with the ability to present to executives clients shareholders and diverse audiences.

Technical Experience:

• Proficient in Microsoft 365 tools including Excel PowerPoint Word Outlook and Teams and in SharePoint.
• Proficient in project and workflow management tools such as Smartsheet.
• Experience with Salesforce or a comparable case management or CRM platform including building reports and dashboards.
• Familiarity with Power BI or similar reporting and visualization tools preferred.
• Familiarity with workflow automation and AI assistant tools preferred.
• Understanding of systems commonly used in law firms or professional services firms such as time entry billing and document management.
• Demonstrated aptitude for learning new technologies quickly.

General:

• Candidate should possess excellent critical thinking skills strong analytical and problem-solving skills and enjoy working in a team-oriented fast-paced environment.
• Leadership: Builds trust with managers and teams sets direction gives timely and candid feedback and develops future leaders
• Analytical: Strong organizational analytical problem-solving and technical skills with the ability to manage and coordinate multiple work streams at the same time
• Problem Solving Skills: Gathers data analyzes information and recommends practical solutions
• Communication: Listens actively and seeks clarification when needed. Responds to inquiries quickly with professionalism and tact. Writes clearly and informatively. Edits work for errors.
• Customer Service: High level of responsiveness; able to respond quickly and effectively to questions and requests from all levels both internally and externally.
• Independence: Able to work both independently and collaboratively as part of a cross-functional team. Self-motivated with the ability to take appropriate initiative daily and work with minimal supervision.
• Attention to detail: Pays close attention to detail occasionally for prolonged periods of time and under tight deadlines and completes assignments logically and accurately.
• Initiative: Takes independent action and reasonable risks; asks for and offers help when needed.
• Dependability: Follows instructions and responds to management direction. Willing to commit to additional hours when necessary to reach Firm objectives.
• Responsibility: Good steward of the Firms systems data and information with the ability to maintain confidentiality. Embraces diversity and inclusion of thought.

Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off Paid Sick Leave a 401(k) matching program Profit Sharing Paid Holidays Paid Parental Leave affordable Health and Life Insurance including Dental & Vision coverage Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses Tuition Reimbursement and an Employee Assistance Program.

If you have questions please e-mail Megan Becker at with Sr. Manager K&I in the subject line.Please note applications submitted via e-mail will not be considered.

Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. Best Law Firms has named Ogletree Deakins a Law Firm of the Year for 14 consecutive the 2025 edition the publication named Ogletree Deakins its Law Firm of the Year in the Litigation Labor and Employment category. Ogletree Deakins has more than 1100 attorneys located in 60 offices across the United States and in Europe Canada and Mexico. The firm represents a diverse range of clients including many of the Fortune 50 companies in the U.S.

We are fully committed to the importance of diversity within the legal profession as well as all workplace environments.

Equal Opportunity Employer.