[Hiring] K&I Premium Services Manager @Ogletree Deakins

Role Description

Ogletree Deakins’ Knowledge and Innovation (“K&I”) department has an opportunity for a highly skilled and motivated Manager to join the K&I Premium Services team. K&I Premium Services provides operational, data, technology, and program management support to attorney teams and clients across a portfolio of large scale client programs. As a Manager, you will lead a team within an assigned program workstream and play a critical role in overseeing and optimizing operations, process, projects and program initiatives. This position will use tools and technologies with an eye toward innovative, data focused and process driven solutions that supply value to our clients.

This position will work closely with shareholders, attorney teams, members of the K&I team, our IT Department and other administrative departments.

Responsibilities

• Collaborate with team members to establish and monitor key performance indicators (KPIs) and operational metrics.
• Monitor workstream performance using case, ticket, and task data from systems such as Salesforce and Smartsheet, and report on volume, trends, and bottlenecks.
• Lead, coach, and develop a team of analysts, program specialists, operational staff and/or data support staff.
• Develop and implement effective employee management strategies, including performance evaluation, training and development programs, and conflict resolution to enhance workforce productivity and satisfaction.
• Identify areas for process optimization and improvement. Implement solutions to enhance departmental efficiency and effectiveness.
• Delegates with clarity, assigning work based on skills and capacity while holding team members accountable for results.
• Adapts quickly when priorities change, rebalancing workload and keeping the team and stakeholders aligned.
• Provide input on staffing and capacity, including workload analysis that supports headcount planning.
• Facilitate effective meetings by preparing agendas, coordinating schedules, and ensuring productive discussions. Capture accurate, comprehensive meeting notes, action items, and decisions, and distribute them promptly to relevant stakeholders.
• Track department action items/tasks and follow up, ensuring accountability and timely completion of action items and deliverable deadlines.
• Create and maintain detailed documentation of processes, procedures, and project milestones. Ensure that resources are clear, organized and easily accessible and usable by the team.
• Prepare program related communications and progress reports, making sure they are accurate, timely, and reviewed by the appropriate people before release.
• Collaborate with cross-functional teams, attorneys, and other stakeholders to define program requirements, gather necessary resources, and foster effective communication throughout all program initiatives.
• Identify potential risks and develop strategies to mitigate them, ensuring that program initiatives are delivered within scope, on time, and within budget.
• Protect client confidentiality and privileged information, and escalate matters that require attorney or Senior Manager judgment.
• Support change management for new tools, process changes, and program launches, including training, communication, and tracking of adoption.
• Monitor program functions and deliverables, track key metrics, and prepare regular status reports to update the Senior Manager and/or stakeholders on milestones, accomplishments, and challenges.
• Performs other duties as assigned.

Team Management

• Oversees workload, tasks, and projects.
• Recommends professional development needed to maintain and build team skills.
• Participates in hiring, onboarding, and training of team members.
• Manages schedules, including approval of time off, and approves timesheets.
• Performs annual performance reviews and partners with Human Resources and the Senior Manager on any performance-related issues.

Qualifications

• Four year college or university degree or equivalent experience.
• 4+ years supervising or leading a team.
• 4+ years of experience in program or project management, operations, or a related area.
• Experience collaborating and influencing internal stakeholders.
• Outstanding written and verbal communication skills; ability to present to diverse audiences.
• Experience building workload, capacity, or program reporting, and comfort with CRM or case management systems.
• Analytical experience interpreting workload, volume, and performance metrics to guide staffing and priorities.
• Ability to exercise good business judgment and make well reasoned independent decisions.
• 3+ years working in professional services, preferably a law firm.
• Accountable, self driven, highly motivated, and innovative.
• Problem solving mentality, experience using internal and/or external resources, conflict resolution and follow through.
• Ability to manage time effectively to meet critical deadlines.
• Ability to remain calm under pressure.
• Familiarity with Project Management techniques as well as completing and interpreting project related documentation.

Technical Experience

• Proficient in Microsoft applications, including Word, Excel, PowerPoint, Outlook, Teams, and SharePoint, and the document management system.
• Experience with Salesforce or a comparable case management or CRM platform, including building reports and dashboards.
• Familiarity with Power BI or similar reporting tools, and with workflow automation tools such as Power Automate, preferred.
• Exceptional computer and technical skills with a demonstrated aptitude for learning new technologies quickly.
• Experience with or knowledge of Smartsheet, iManage, and other systems commonly used in law firms strongly preferred.

General

• Analytical: Excellent critical thinking, organizational, analytical, problem solving, and technical skills with the ability to manage and coordinate multiple work streams simultaneously.
• Research: Gathers data, analyzes information, and recommends solutions skillfully.
• Communication: Listens actively and seeks clarification, when needed. Responds to inquiries quickly, with professionalism and tact. Writes clearly and informatively. Edits work for errors.
• Customer Service: Elevated level of responsiveness; must be able to respond quickly and effectively to questions and requests from all levels, both internally and externally.
• Independence: Ability to work both independently and collaboratively as part of a cross functional team. Ability to self start and take the proper initiative daily. Self motivated and independent, able to work with a minimum of supervision.
• Attention to detail: Ability to pay close attention to detail, occasionally for prolonged periods of time and under restrictive deadlines, and complete assignments logically and accurately.
• Initiative: Takes independent actions and reasonable risks; Asks for and offers help when needed.
• Remote work: Ability to work effectively in a remote environment, including staying connected and collaborating consistently with a distributed team.
• Dependability: Follows through on commitments and models accountability for the team. Willing to commit to additional hours, when necessary, to reach Firm objectives.
• Responsibility: Good steward of the Firm’s systems, data and information, ability to maintain confidentiality. Embraces diversity and inclusion of thought.

Benefits

• Paid Time Off
• Paid Sick Leave
• 401(k) matching program
• Profit Sharing
• Paid Holidays
• Paid Parental Leave
• Affordable Health and Life Insurance including Dental & Vision coverage
• Health Savings Account / Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses
• Tuition Reimbursement
• Employee Assistance Program

Wage Transparency

The pay range for this remote position varies by location. Pursuant to the applicable state and local regulations the pay range for each location is listed below. Actual compensation is contingent on relevant experience, education, skills, and other job-related factors as permitted by law. This role is also eligible for performance-based bonuses and the benefits described above.

• California: Pay range $97,328 - $147,576
• Colorado: Pay range $103,163 - $133,505
• Connecticut: Pay range $103,163 - $140,254
• Hawaii: Pay range $114,036 - $147,576
• Illinois: Pay range $108,378 - $140,254
• Jersey City, New Jersey: Pay range $114,036 - $147,576
• Maryland: Pay range $97,328 - $133,505
• Massachusetts: Pay range $114,036 - $147,576
• Minnesota: Pay range $97,328 - $125,954
• Nevada: Pay range $94,234 - $121,950
• New Jersey: Pay range $114,036 - $147,576
• New York City, New York: Pay range $114,036 - $147,576
• New York State: Pay range $94,234 - $147,576
• Ohio: Pay range $94,234 - $121,950
• Rhode Island: Pay range $94,234 - $121,950
• Washington, D.C.: Pay range $108,378 - $140,254
• Washington: Pay range $108,378 - $140,254

Contact Information

If you have questions, please e-mail Andrew Doucet at [email protected] with “Premium Services Manager" in the subject line. Please note, applications submitted via e-mail will not be considered.