[Hiring] Operations Manager @Weekday AI

Role Description

This role is for one of the Weekday's clients. In the role of Paralegal Remote Operations Manager, you will be instrumental in leading and overseeing a high-performing remote team of Immigration Paralegals. This role demands strong leadership capabilities, operational proficiency, and a solid understanding of managing both people and processes. The ideal candidate is highly organized, results-driven, and possesses excellent communication and problem-solving abilities. You should have a passion for innovation and client satisfaction, coupled with an unwavering commitment to excellence.

What You Will Do

• Team Leadership & Management
  • Conduct weekly team meetings to discuss updates, challenges, and best practices.
  • Topics include process updates, performance reviews, and operational issues.
  • Maintain a positive and engaging atmosphere in meetings with interactive elements.
  • Follow structured procedures for recording and sharing meeting notes using Fathom.
  • Hold regular one-on-one and skip-level meetings to provide feedback and address concerns.
  • Mentor and coach team leaders (TLs) and team members on client handling, time management, and communication.
  • Address performance gaps through discussions and improvement plans.
  • Ensure adherence to company policies and procedures.
  • Monitor and enforce process consistency, such as updating trackers, using correct email templates, and following workflow steps.
  • Provide structured feedback and coaching when mistakes occur.
• Operational Excellence
  • Ensure a continuous upward trend in petition processing and submission rates.
  • Track case endorsements, and assignments, and ensure timely updates in trackers (e.g., Proofreading Log, Packet Completion Tracker).
  • Monitor and review escalations daily, analyze root causes, and discuss solutions with Team Leads (TLs).
  • Maintain escalations below the set target and implement preventive measures.
  • Review inbound/outbound client calls to identify training needs.
  • Monitor Zoho Desk for ticket response times, SLAs, and proper assignment.
  • Take action on unassigned, overdue, or SLA-breaching tickets.
  • Review closed tickets daily for inconsistencies and follow up with TLs and paralegals.
  • Ensure cases are updated properly, past-due cases are addressed, and user notes/profile data reflect case progress.
• Relationship Management
  • Strengthen relationships with internal departments for smoother workflows and better compliance.
  • Address client inquiries and concerns promptly and professionally.
  • Identify and resolve pain points using cause-and-effect metrics.
  • Implement strategies to maintain an upward trend in customer satisfaction (CSAT).
  • Strive to exceed client expectations and ensure 100% satisfaction.
• Process Management
  • Assign resources efficiently and prioritize tasks to meet deadlines.
  • Track case progress and proactively address potential roadblocks.
  • Establish benchmarks, monitor performance metrics, and track progress.
  • Regularly share performance updates and findings with stakeholders.
• Training & Development
  • Develop and deliver training on new laws, regulations, and best practices for the Immigration Paralegal team.
  • Assess the impact of training programs and learning initiatives.
  • Identify knowledge gaps and implement controls to prevent errors.
  • Analyze data to uncover opportunities for skill development and process optimization.

Qualifications

• Immigration Paralegal Experience (5+ years)
• 3+ years of proven, progressive experience in managing and leading high-performing teams.
• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Strong planning and organizational skills.
• High-level communication proficiency.
• Customer/client focus with a dedication to delivering the best outcomes.
• Capable of adapting to changing priorities and managing multiple tasks effectively.

Good to have Skills

• Operations
• Program Management
• Project Management