Remote Operations Leader: Client Delivery & AI Enablement

Jonas Software; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

BEC Legal Systems seeks an Operations Manager to lead Support Operations and Professional Services, owning the client experience end-to-end from request to delivery. You will set cadences, establish standards, and drive initiatives that improve delivery, automation, and knowledge bases.

You will stay close to the work, review tickets and projects, join escalations, and directly engage clients while building scalable operations and processes for future growth.

Qualifications

• Post-secondary degree, or an equivalent combination of experience and education.
• Experience owning or operating a professional services or implementation function - scoping, SOWs, project tracking, and resourcing.
• Hands-on experience with legal practice management, matter management, or document automation platforms.

Responsibilities

• Lead Support Operations and Professional Services teams to deliver consistent client experiences from request to resolution.
• Define and implement standing rhythms, SLAs, and escalation processes; oversee vendor assessment and system improvements.
• Own customer retention initiatives and act as Voice of the Customer to inform leadership and strategy.
• Drive AI adoption across teams while ensuring accuracy and professional client communications.

Skills

Operational leadership

AI fluency

Client communication

Data-driven decision making

Cross-functional influence

Education

Post-secondary degree or equivalent

Tools

NetDocuments

iManage

Microsoft 365

Job description

BEC Legal Systems seeks an Operations Manager to lead Support Operations and Professional Services, owning the client experience end-to-end from request to delivery. You will set cadences, establish standards, and drive initiatives that improve delivery, automation, and knowledge bases.

You will stay close to the work, review tickets and projects, join escalations, and directly engage clients while building scalable operations and processes for future growth.