Manager of Client Services Operations

LaSalle Network; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Discretionary bonus

Job summary

A leading Chicago-based law firm is seeking a Manager of Client Services Operations to manage a team and oversee client services. This hybrid position requires three days onsite and offers a salary range of $90,000 to $130,000, along with benefits. Key responsibilities include leading teams, ensuring timely client documentation, and improving operational efficiency. Ideal candidates should have management experience and strong leadership skills, with familiarity in legal concepts preferred.

Qualifications

• Minimum of 3 years of management experience over customer service or client servicing functions.
• Strong coaching skills with experience supporting staff and managers.
• Familiarity with legal concepts and terminology preferred.
• Excellent verbal and written communication skills required.
• Experience managing remote or hybrid teams.

Responsibilities

• Lead, coach, and develop client services teams.
• Oversee all client services activities for mass arbitration and mass tort matters.
• Ensure all client documentation is complete and collected in a timely manner.
• Manage workloads, staffing levels, and schedules to maintain service quality.
• Establish KPIs and action plans to drive results and improve outcomes.

Skills

Management experience

Coaching and leadership skills

Customer service mindset

Advanced Excel skills

Excellent communication skills

Proficiency with office technology

Experience managing remote teams

Tools

SQL

Job description

LaSalle Network is hiring on behalf of a leading Chicago-based law firm, seeking a Manager of Client Services Operations. This firm combines top-tier legal talent with a strong technology, data, and analytics arm to manage large volumes of complex litigation efficiently.

The Manager of Client Services Operations will manage a team of client services specialists and oversee day-to-day client services operations, ensuring that all required documentation, information, and case materials are gathered accurately and on time throughout each stage of the litigation lifecycle. This role plays a key part in maintaining high-quality client interactions while proactively driving process improvements and operational efficiency.

The ideal candidate is a hands-on leader who excels at building engaged teams, improving workflows, and delivering an exceptional client experience.

This is a hybrid position, requiring three days per week onsite in downtown Chicago, and two days per week remote. The role offers a salary range of $90,000–$130,000, plus a discretionary bonus and benefits including health, dental, and vision.

Manager of Client Services Operations Key Responsibilities

• Lead, coach, and develop team leaders and client services staff to build high-performing, scalable teams.
• Oversee all client services activities supporting mass arbitration and mass tort matters.
• Design and manage programs that support secondary intake, medical record authorizations, supplemental filings, and client preparation for settlement.
• Ensure all client documentation and case information is complete, accurate, and collected in a timely manner.
• Manage workloads, staffing levels, and schedules to maintain service quality, accuracy, and efficiency.
• Conduct performance reviews, provide coaching and feedback, and address personnel issues, including corrective action when necessary.
• Use data and reporting to identify trends, performance gaps, and opportunities for improvement.
• Establish KPIs and develop action plans to drive results and improve client outcomes.
• Monitor attendance, role adherence, and scheduling to ensure appropriate coverage and resource allocation.
• Serve as a key point of contact between the legal team, communications, and operations.
• Ensure teams are informed of case developments and procedural changes in a timely and consistent manner.
• Support continuous improvement initiatives and special projects as assigned.

Manager of Client Services Operations Requirements

• Minimum of 3 years of management experience over a customer service, client servicing or customer experience function.
• Strong coaching and leadership skills, with experience supporting both front-line staff and people managers.
• Familiarity with legal concepts and terminology preferred.
• Advanced Excel skills required; SQL experience preferred.
• Excellent verbal and written communication skills, including comfort presenting information to groups.
• Strong customer service mindset with a collaborative approach.
• Proficiency with office technology, including software applications and phone systems.
• Demonstrated empathy and professionalism when working with clients in sensitive situations.
• Experience managing remote or hybrid teams.
• Ability to manage multiple direct reports and competing priorities effectively.

If you meet the minimum qualifications and are interested in exploring this opportunity, apply today!

Rachel Holmes

LaSalle Network is an Equal Opportunity Employer m/f/d/v.