Senior Operations Manager

Soni; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

Soni, a downtown NYC law firm, seeks a Senior Operations Manager to optimize and oversee client intake and acquisition workflows. The role requires strong analytical skills, supervisory experience, and a track record in mass tort operations.

You will drive efficiency, monitor metrics, and collaborate across departments to support a high-volume, fast-paced environment. Responsibilities include overseeing intake processes, leading process improvement initiatives, and mentoring staff while ensuring

Qualifications

• Experience in a mass tort legal environment is required.
• Experience supervising staff and managing workflows is essential.
• Proven ability to optimize client intake and acquisition processes.
• Strong analytical skills and data-driven decision making are expected.

Responsibilities

• Oversee day-to-day operational processes supporting client intake and acquisition.
• Develop and refine processes to improve efficiency, accuracy, and consistency.
• Identify bottlenecks in intake and onboarding and adjust workflows as needed.
• Generate and analyze reports on intake volume, conversion rates, and sources.
• Present findings to leadership in a clear, organized manner.
• Supervise and mentor team members; maintain detailed process documentation.
• Coordinate with other departments to ensure smooth communication across staff.

Skills

Analytical skills

Supervisory experience

Mass tort experience

Client intake processes

CRM / Case management experience

Tools

CRM systems

Case management systems

Job description

We are partnering with a downtown NYC law firm seeking a Senior Operations Manager. The Senior Operations Manager will be responsible for overseeing and optimizing workflows that support the firm's client acquisition efforts. The ideal candidate will be skilled at analyzing trends, adjusting processes to improve efficiency, and communicating effectively across all levels of the organization to ensure a seamless client intake and acquisition pipeline.

Responsibilities

• Oversee day-to-day logistical and operational processes supporting client intake, lead management, onboarding of new clients, and case acquisition workflows
• Develop, implement, and refine processes to improve efficiency, accuracy, and consistency across the client acquisition pipeline
• Identify inefficiencies or bottlenecks in intake, courtesy and onboarding workflows and proactively adjust processes as lead volume, case types, or firm needs evolve
• Run, generate, and analyze reports on intake volume, conversion rates, lead sources, and other key performance metrics to identify trends and support data-driven decision-making
• Present findings and recommendations to internal stakeholders and other leadership in a clear, organized manner
• Supervise, mentor, and provide guidance to team members and staff
• Maintain detailed and accurate documentation of processes, procedures, and workflow changes
• Liaise with other departments to ensure smooth communication and coordination across multiple levels of staff and management
• Ensure compliance with firm policies, procedures, and applicable regulations related to client intake and acquisition
• Manage multiple projects and priorities simultaneously in a fast-paced, high-volume environment
• Train staff on new or updated intake and acquisition processes and procedures
• Collaborate with leadership, attorneys, operations, marketing, and administrative staff to ensure logistical needs across the acquisition process are met

Requirements

• Experience working in a mass tort law firm
• Previous supervisory experience
• Experience overseeing operational or logistical processes related to client intake/acquisition/onboarding
• Strong analytical skills

Preferred Skills

• Experience with mass tort intake/CRM/case management systems

Compensation: $120,000-150,000

Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.