Regional Operations Manager, Legal Services Outsourcing

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

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.