Law Firm Operations & Client Service Leader

RR Donnelley; Washington (District of Columbia); On-site; USD 77,000 - 94,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Life insurance

Parental leave

Tuition assistance

Employee discounts

Job summary

Williams Lea in Washington, DC seeks a Law Firm Office Services Manager to lead operations, align service delivery with client expectations, and drive continuous improvement. You will manage the client team and influence cost-to-serve models while developing staff and ensuring high-quality service delivery across multiple offerings.

Responsibilities include P&L oversight, staffing, reporting, and maintaining strong client relationships.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Over 5 years’ experience leading teams in a customer service environment.
• Experience implementing improvements to drive contract performance.

Responsibilities

• Lead client team and manage end-to-end employee lifecycle.
• Ensure compliance with policies and SLAs; use corrective actions when needed.
• Communicate regularly with staff; hold meetings to align on expectations and progress.
• Foster cross-training to optimize service delivery.
• Establish and sustain quality service delivery via SOPs and metrics.
• Implement Engage and leverage data for client reporting and performance management.
• Drive continuous improvement; resolve issues and propose solutions.
• Manage staffing and workflow; allocate resources by shift or service line.
• Oversee monthly P&L reviews and labor allocations; limit overtime.
• Create and distribute invoices; meet contractual requirements.
• Participate in budget processes and ensure timely delivery of operations.
• Maintain strong client relationships and present CSR with improvement ideas.
• Solicit client feedback regularly and educate on services available.
• Identify opportunities for account growth and new services.

Skills

Leadership

Client service

Multi-service delivery

Financial management

HR lifecycle

Attention to detail

Deadlines

Confidentiality

Independent decision making

Cross-functional collaboration

Fast-paced environment

Self-motivation

MS Office

Education

Bachelor’s degree or equivalent

Tools

MS Office

Job description

Williams Lea in Washington, DC seeks a Law Firm Office Services Manager to lead operations, align service delivery with client expectations, and drive continuous improvement. You will manage the client team and influence cost-to-serve models while developing staff and ensuring high-quality service delivery across multiple offerings.

Responsibilities include P&L oversight, staffing, reporting, and maintaining strong client relationships.