Client Success Ops Lead: Scale High-Volume Legal Ops

Foremark Legal; New York (NY); Hybrid; USD 175,000 - 225,000; Full time

Benefits offered by this job

Health Insurance

401k

Job summary

Foremark Legal in New York is seeking a Senior Operations Leader to own the front-line system: intake, client service, and post-client communications. This is a high-volume operation where conversations require judgment and empathy.

You will design and lead the team, ensure fast responses, disciplined follow-up, and clear handoffs into the legal team. You will oversee the intake and client service team, conversion through the funnel, workforce management, QA, SOPs, and reporting.

Qualifications

• 6–10 years in high-volume consumer operations.
• Experience managing teams from 3 to 100+ people.
• Experience leading frontline ICs and supervisors.
• Consumer-facing intake or service experience.
• Proven ability to balance service and conversion metrics.
• Strong workforce-management and analytics skills.
• Experience with remote or distributed frontline teams.
• Familiarity with CRM and contact-center tooling.
• Bonus: regulated services experience.

Responsibilities

• Own intake and client service operations from hiring to performance coaching.
• Drive speed-to-lead, lead qualification, and handoff to legal.
• Oversee post-client communications and escalation handling.
• Lead workforce planning: forecasting, staffing, scheduling, adherence.
• Define QA scorecards, calibrations, and coaching programs.
• Develop SOPs, training, and escalation playbooks.
• Track operating metrics across conversion, service levels, and attrition.
• Define CRM and contact-center tooling requirements and automation.
• Scale operations across new teams, locations, and practice areas.

Skills

High-volume operations

Team leadership

Frontline management

Consumer-facing operations

Workforce management

QA systems

Data-driven decision making

Remote/distributed teams

CRM & contact-center tech

Conflict escalation handling

Regulated services (bonus)

Job description

Foremark Legal in New York is seeking a Senior Operations Leader to own the front-line system: intake, client service, and post-client communications. This is a high-volume operation where conversations require judgment and empathy.

You will design and lead the team, ensure fast responses, disciplined follow-up, and clear handoffs into the legal team. You will oversee the intake and client service team, conversion through the funnel, workforce management, QA, SOPs, and reporting.