Regional Operations Manager, Legal Client Services

Opensity Solutions; Boston (MA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off (PTO)

Job summary

Opensity is seeking an experienced Regional Operations Manager to oversee outsourced business support operations for prestigious law firm clients. You will lead client-site teams, manage service delivery, and build strong relationships with stakeholders to ensure exceptional performance.

The role requires hands‑on leadership, a track record in professional services operations, and the ability to optimize workflows across 10+ locations while safeguarding confidentiality and quality standards.

Qualifications

• 3+ years of progressive experience in operations management, service delivery, or client-facing leadership.
• Proven ability to manage teams in high‑demand environments with a focus on service quality.
• Strong client relationship skills and ability to resolve escalations while maintaining high standards.

Responsibilities

• Lead daily outsourced service operations at client locations, ensuring high-quality delivery.
• Manage and support teams up to 50 employees across multiple locations, ensuring staffing and performance.
• Monitor SLAs, KPIs, and client expectations to drive consistent results.
• Identify workflow improvements to boost efficiency and client satisfaction.
• Oversee financial performance including budgets, billing accuracy, and resource allocation.

Skills

Operations management

Client relationship management

Team leadership

Budgeting

Communication

Education

Bachelor's degree or equivalent

Job description

Opensity is seeking an experienced Regional Operations Manager to oversee outsourced business support operations for prestigious law firm clients.

This is an excellent opportunity for a hands‑on leader who thrives in a professional services environment and has a strong background in operational management, client relationship management, and leading high‑performing teams.

In this role, you'll serve as a key liaison between Opensity and its law firm clients, ensuring exceptional service delivery, operational efficiency, and client satisfaction. You'll oversee teams of up to 50 employees across 10 or more client locations, manage operational and financial performance, and identify opportunities to enhance service quality and strengthen client partnerships.

We're especially interested in candidates with experience in outsourced business services, legal office operations, facilities or workplace services, or professional services environments.

What You'll Do

Lead Client-Site Operations

• Oversee daily outsourced service operations at assigned law firm locations, ensuring consistent, high-quality service delivery.
• Manage and support teams of up to 50 employees, maintaining appropriate staffing, productivity, and service standards.
• Monitor service-level agreements (SLAs), operational KPIs, and client expectations.
• Identify opportunities to streamline workflows, improve efficiency, and enhance the client experience.
• Ensure operational compliance, confidentiality, and adherence to client-specific procedures.

Build Strong Client Relationships

• Serve as a trusted operational partner and primary point of contact for assigned client stakeholders.
• Build and maintain relationships with law firm leadership, administrators, and key decision‑makers.
• Proactively address service concerns, resolve escalations, and implement solutions.
• Conduct regular client meetings and operational performance reviews.
• Identify opportunities to expand services and strengthen long‑term client relationships.

Develop and Lead High‑Performing Teams

• Provide leadership, coaching, and development to on‑site managers, supervisors, and service teams.
• Partner with HR on staffing, employee relations, performance management, and retention.
• Foster a culture of accountability, professionalism, and exceptional customer service.
• Ensure teams consistently meet the high service expectations of a professional law firm environment.

Drive Financial and Operational Performance

• Manage operational budgets, labor costs, revenue, and account profitability.
• Analyze financial and operational performance reports to identify improvement opportunities.
• Ensure accurate billing, contract compliance, and appropriate resource allocation.
• Support account retention, contract renewals, and business growth initiatives.

What We're Looking For

Required Qualifications

• 3+ years of progressive experience in operations management, service delivery, or client‑facing business services leadership.
• Demonstrated experience managing teams in a fast‑paced, service‑oriented environment.
• Proven ability to build client relationships, resolve escalations, and maintain high service standards.
• Experience managing staffing, employee performance, and operational KPIs.
• Strong financial acumen, including budgeting, cost management, and performance reporting.
• Excellent communication, leadership, and problem‑solving skills.
• Ability to work effectively in a professional, client‑facing environment where confidentiality and attention to detail are essential.

Highly Preferred

• Experience in business process outsourcing (BPO), managed services, or on‑site outsourced workplace services.
• Experience supporting law firms, legal services organizations, or other professional services clients.
• Experience overseeing office services, document services, administrative support, or related workplace operations.
• Experience managing multiple client locations or teams of 25–50+ employees.
• Bachelor's degree or equivalent relevant professional experience.

What Will Make You Successful

You're someone who:

• Understands the importance of delivering exceptional service in a professional, high‑expectation client environment.
• Has experience managing people and operations, not just client accounts.
• Can confidently communicate with senior client stakeholders while supporting front‑line employees.
• Is comfortable managing staffing challenges, service escalations, budgets, and operational priorities.
• Takes ownership of client satisfaction, employee engagement, and business results.
• Enjoys improving processes, developing people, and building lasting client partnerships.

Actual compensation depends on location, skills, qualifications, and experience.

• Medical, dental, and vision insurance
• Paid time off (PTO)

Join Opensity

Bring your leadership experience to a role where you can make a meaningful impact on both client satisfaction and operational success.