[Hiring] Operations Manager @Jonas Software

Role Description

As Operations Manager, you will lead BEC’s Support and Professional Services teams and own the client experience across both - from the moment a request arrives through to resolution, and from signed SOW through to delivered implementation. You will set the standards, cadences, and systems the two functions run on, and you will own the operational initiatives that bring them up to a consistent, measurable standard.

This is a leadership role with real operational build ahead of it and future leadership potential. BEC is a lean organization, so you will stay close to the work - reviewing tickets and projects, joining escalations, and meeting clients directly - while leading the team and the strategy.

Qualifications

• Post-secondary degree, or an equivalent combination of experience and education.
• 7+ years in customer-facing technical support, professional services, or service delivery, including at least 3 years leading, supervising, or mentoring a team.
• 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 (e.g., BEC’s suite - Docket Enterprise, MatterLink, LegalBar, Assemble-It, CoreRelate Cloud - or comparable tools) as a user, administrator, or support resource.
• Track record of introducing structure to a service function - tiers, SLAs, escalation processes, project governance, knowledge management, or QA - and getting it adopted.
• Hands-on experience with a helpdesk, ticketing, or PSA platform, including reporting; experience implementing or migrating one is a strong advantage.
• Commercial literacy: comfortable working with Finance and Sales on scoping, billing, incentive design, and reporting.
• Experience using generative AI tools (e.g., Claude, ChatGPT, Copilot) to improve personal productivity, optimize workflows, or improve client communication.
• Capability to excel in a data-driven, metrics-oriented environment, and to build the metrics where they do not yet exist.
• Excellent written and verbal communication skills, with strong listening skills and a genuine service orientation.
• Comfortable working independently and remotely, in a lean organization where leaders are both strategic and hands-on.

Requirements

• Establish a standing working rhythm with R&D covering escalations, release readiness, known defects, and at-risk clients.
• Implement support tiers, baseline response and resolution targets by severity, and a documented escalation checklist.
• Lead the assessment of the current support tracking system and determine the go-forward vendor.
• Audit and consolidate internal documentation and Online Help into a single trusted source.
• Build and maintain the operational reporting to measure volume, backlog and ticket ageing, response and resolution times.
• Create and roll out a standardized project tracker giving consistent visibility of status, milestones, resourcing, and delivery risk.
• Redefine the SOW process end to end.
• Develop knowledge transfer strategy across the team, identify skill gaps, and turn those findings into a development plan.
• Act as Voice of the Customer, surfacing priorities and risks to the leadership team.
• Manage, coach, and develop the Support and Professional Services teams through regular 1:1s, ticket and project reviews, and structured feedback.
• Drive practical adoption of AI across both teams.
• Own a defined improvement initiative each quarter.
• Work closely with R&D, Cloud Ops, Sales, and Finance to align the two functions around shared client and commercial outcomes.

Benefits

• Flexible remote work options.
• Opportunities for professional development and growth.
• Collaborative and supportive team environment.
• Comprehensive health and wellness benefits.

Company Description

BEC Legal Systems has served the legal community for decades, evolving from its roots in Cincinnati, Ohio into a trusted provider of enterprise software for law firms and corporate legal departments nationwide.

• Our BEC CoreRelate Framework helps legal teams manage attorney calendars, track matters, and automate document creation.
• We modernize how we deliver service with new tooling, a real knowledge base, and AI woven into our processes.
• We are committed to understanding our clients' firms, workflows, and deadlines.