Law Firm Administrator & Operations Manager

Safe Harbor Wills and Trusts; Westview Manor (NY); On-site; USD 75,000 - 80,000; Full time

Job summary

Safe Harbor Wills & Trusts in Camillus, New York is seeking an Operations Manager – Systems, Workflows & AI Enablement to build and scale a system-driven practice. You will own customer journeys, optimize workflows, and implement AI-enabled tools across practice areas, including estate planning and related services.

The role focuses on creating repeatable processes, measuring KPIs, and leading teams to deliver consistent client experiences while integrating tools like Clio, DecisionVault,

Qualifications

• Experience designing, implementing, and overseeing tiered drafting and production models.
• Proven track record building and enforcing SOPs.
• Strong skills integrating practice management, intake, drafting, and AI tools.

Responsibilities

• Own and maintain a unified Customer Journey Map across practice areas.
• Ensure workflows deliver a consistent client experience.
• Eliminate ambiguity, rework, and handoff failures.
• Oversee tiered drafting/production, including offshore or third-party resources, with QA, data security, confidentiality, and attorney review standards.
• Build, document, and enforce SOPs; maintain role clarity and accountability.
• Monitor KPIs on file velocity, error rates, CARE program metrics, and time saved.
• Design and deploy AI-assisted tools and automate workflows within systems like Clio and DecisionVault.
• Design, implement, and maintain reliable workflow automations connecting core systems.

Skills

Workflow design

Process improvement

Systems integration

AI tooling

Team leadership

Tools

Clio

DecisionVault

ElderDocs

Zapier

Make (Integromat)

Power Automate

Job description

Law Firm Administration - Operations

Safe Harbor Wills and Trusts Camillus, New York, United States

About this position

OPERATIONS MANAGER – SYSTEMS, WORKFLOWS & AI ENABLEMENT

Safe Harbor Wills & Trusts is building the most system-driven estate planning firms in New York. We're looking for an Operations Manager who thrives on building systems, improving processes, implementing technology, and helping an organization scale. If your favorite words are "there has to be a better way," you'll probably enjoy this role.

The Owner/Principal Attorney is a visionary, strategist, and innovator. Growth is now constrained by operational bandwidth, workflow consistency, and the absence of a single person fully owning execution across all practice areas.

Why This Role Matters

The Operations Manager exists to bring structure, follow-through, and operational discipline to the firm—turning vision into systems, and systems into results. This role is for someone who takes pride in doing things the right way—and isn’t satisfied until they are done right.

As Operations Manager, your work will directly shape how the firm operates, how it scales, and how clients are served over the long term. You’ll partner closely with an owner who values structure, respects operational leadership, and gives you the authority to implement systems that last.

The successful candidate has experience in building and administering SOS, measuring KPIs, as well as managing and leading people.

Compensation:

$75,000 - $80,000 yearly

Responsibilities:

SCOPE OF RESPONSIBILITY

This is a firm-wide role covering all practice areas, including:

• Estate Planning


• Medicaid Planning


• Probate & Trust Administration


• Special Needs Planning


• Client C.A.R.E. program (Client Maintenance & Continuity Program)

PRIMARY RESPONSIBILITIES

Customer Journey & Workflow Ownership

• Own and maintain a unified Customer Journey Map (current and future state).


• Ensure workflows align with a consistent client experience across all practice areas.


• Eliminate ambiguity, rework, and handoff failures.


• Support the design, implementation, and oversight of a tiered drafting and production model, including appropriate use of offshore or third-party resources, while maintaining quality control, data security, confidentiality, and attorney review standards.

Operations, Accountability & KPIs

• Build, document, and enforce Standard Operating Procedures (SOPs).


• Maintain role clarity and accountability across teams.


• Implement and monitor KPIs tied to file velocity, error rates, C.A.R.E. program metrics, and documented time saved.


• Run weekly operational check-ins and monthly KPI reviews.

AI-Enabled Systems & Automation

• Design and deploy AI-assisted operational tools (e.g., call summaries, workflow reviews, C.A.R.E. follow-ups, internal training).


• Automate workflows within Clio, DecisionVault, ElderDocs, and related systems.


• Measure success by real, documented time savings and error reduction—not experimentation.

Workflow Automation & Systems Integration

• Design, implement, and maintain reliable workflow automations that connect the firm’s core systems.


• Integrate practice management, intake, drafting, communication, and AI tools.


• Use automation platforms such as Zapier, Make (Integromat), Microsoft Power Automate, or comparable tools.


• Build automations with appropriate error handling, access controls, documentation, and change management.


• Ensure automations are secure, production-ready, and governed—not ad hoc or experimental.

Qualifications:

• Ability to design, implement, and oversee tiered drafting and production models while maintaining quality control.


• Proven track record of building, documenting, and enforcing Standard Operating Procedures (SOPs).


• Strong skills in integrating practice management, intake, drafting, communication, and AI tools.


• Experience with automation platforms such as Zapier, Make (Integromat), or Microsoft Power Automate.


• Ability to maintain role clarity and accountability across teams, ensuring consistent client experiences.


• Proven ability to design and deploy AI-assisted operational tools and automate workflows within systems like Clio and DecisionVault.

About Company

We are a fast growing estate planning and elder law firm helping families throughout Central and Northern New York. We help our clients protect their families with proper estate planning or navigate through some of the most difficult times in their lives, including the death of loved ones, or paying for nursing home care.