Regional Operations Manager, Legal Client Services

GBTS; Massachusetts; On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off (PTO)

Job summary

Opensity Solutions is seeking a seasoned Regional Operations Manager to oversee outsourced business support operations for prestigious law firm clients in the U.S. You will lead on-site and remote teams, manage budgets, and ensure exceptional service delivery and client satisfaction across multiple locations.

Responsibilities include steering client relationships, monitoring SLAs and KPIs, driving process improvements, and collaborating with HR on staffing and performance.

Qualifications

• 3+ years of progressive operations management or service delivery leadership.
• Experience leading teams in fast-paced, client-facing environments.
• Proven ability to build client relationships and resolve escalations.
• Experience managing staffing, performance, and operational KPIs.
• Strong budgeting, cost management, and performance reporting.
• Excellent communication and leadership skills.
• Ability to maintain confidentiality in a professional environment.

Responsibilities

• Oversee daily outsourced service operations at law firm locations.
• Manage teams of up to 50 employees; ensure staffing and SLAs.
• Monitor KPIs, reporting, and client expectations.
• Identify workflow improvements to boost efficiency and service.
• Ensure compliance, confidentiality, and adherence to procedures.
• Lead client relationship activities and regular operational reviews.
• Support account retention and growth initiatives.

Skills

Operations management

Client relationships

Team leadership

Budgeting

Communication

Confidentiality

Education

Bachelor's degree or equivalent

Job description

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Ourmissionis to providemodernized technology platforms,elevated technology support, andvaluable insights, empoweringour clientsto excel inwhat they do best.

Opensity Solutions 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.

Compensation & Benefits

Annual Salary: $100,000–$110,000

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

Eligible employees receive:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off (PTO)

Join Opensity

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any othercharacteri…

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.