Crisp Professional Development

Operations

• Partner with the Managing Partner to design, document, and roll out firm-wide SOPs (intake → case setup → case progression → file closing)
• Standardize workflows across offices and ensure consistent adoption through training and audits
• Extract, clean, and consolidate data from case-management and intake systems to produce weekly/monthly dashboards (lead source, intake volume, case closures, revenue per office, review tracking)
• Define KPIs aligned to the firm’s priorities and hold teams accountable to those targets
• Float across locations to identify bottlenecks, recommend solutions, and drive implementation without direct line management of every admin
• Lead projects to increase automation, reduce manual work, and elevate client experience (forms automation, handoff checklists, escalation protocols)
• Work with firm administrator, paralegals, and attorneys on onboarding, training, and performance processes
• Coach staff on process adherence and create a collaborative, accountable culture supporting sustainable growth
• Serve as the firm’s operational representative for high-touch client issues: investigate concerns, coordinate remediation, communicate status, and convert lessons into preventative process improvements
• Manage relationships with key vendors and own improvements in the tech stack and integrations

Operations Manager