Senior Website Delivery Manager
Entrata
Operations Manager
Crisp Professional Development
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Requirements
- 4–7+ years in an operations or program-management role (legal, professional services, or high-volume client operations preferred)
- Demonstrated track record of implementing SOPs and measurable process improvements
- Strong ability to pull and manipulate data (from Clio or similar CMS/CRM), build simple dashboards, and turn metrics into action
- Experience extracting, cleaning, and consolidating data from case-management and intake systems
- Executive presence and ability to operate as an executive-level contributor with autonomy
- Proven project management and change leadership skills: scoping, prioritizing, communicating, delivering results
- Strong people skills: high emotional intelligence, coaching, and ability to implement change without disrupting operations
- Experience managing vendor and systems relationships (IT, phone systems, document vendors); Clio experience preferred but teachable
- Hybrid flexibility preferred; ability to work in or near the firm’s Indiana footprint (Hammond / South Bend / Fort Wayne / Tippecanoe) or maintain a strong remote pulse across distributed teams
