Director of Operations - Client Experience & Systems Lead

Sechler Law Firm, LLC; Warrendale (Allegheny County); On-site; USD 120,000 - 180,000; Full time

Job summary

Sechler Law Firm, LLC seeks a Director of Operations to lead our client-facing production side across five departments. You will ensure every engagement moves from intake to completion on time, with high quality and a focus on lasting relationships with clients and the Red Wagon Club.

Reporting to the Integrator, you will build systems, workflows, and capacity with attorneys and department heads. This role manages operations rather than legal work, while preserving strong legal quality through

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field, or equivalent work experience.
• The Director of Operations will have significant supervisory experience and experience working in a professional services firm.
• Hands‑on experience with CRM systems, including building workflow automations.
• A track record of documenting processes, building capacity plans, and using data to make personnel and workflow decisions.

Responsibilities

• Lead, manage, and hold accountable (LMA) the production team, keeping every department head, team lead, and team member accountable to their KPIs and quarterly priorities.
• Drive the creation, testing, and continual improvement of the firm’s key systems, policies, and procedures with the Firm Administrator and department heads; make sure the firm’s activities are fully documented in writing, and enforce policies so systems operate as implemented.
• Own the client experience from engagement through completion, and oversee the Red Wagon Club member experience and client and member events.
• Manage our CRM systems, build automations, and implement new technology systems, including AI tools, that improve the firm’s workflow.
• Monitor the pipeline in every practice area, benchmark cycle times, and remove bottlenecks before they affect clients.
• Plan capacity across our attorney and legal admin teams so production keeps pace with growth, and identify new seats early enough to hire and train ahead of demand.
• Review firm SKUs and workflows with the management team for efficiency, profitability, and staff capacity.
• Oversee the Office Manager’s work as our liaison with the landlord so the office is maintained, clean, and running smoothly for the team.

Skills

Leadership

Operations management

Process documentation

Data-driven decision making

Education

Bachelor’s degree in Business or related field

Tools

CRM systems

Workflow automations

Job description

Sechler Law Firm, LLC seeks a Director of Operations to lead our client-facing production side across five departments. You will ensure every engagement moves from intake to completion on time, with high quality and a focus on lasting relationships with clients and the Red Wagon Club.

Reporting to the Integrator, you will build systems, workflows, and capacity with attorneys and department heads. This role manages operations rather than legal work, while preserving strong legal quality through