New Frontier Immigration Law · 2 months ago
Legal Operations Director
Glendale, Arizona, United States
Full-time
Onsite
Lead/Staff, Director/Executive
$110K/yr - $128K/yr
5+ years expNew Frontier Immigration Law is committed to impacting the lives of immigrants across the U.S. They are seeking a Legal Operations Director to enhance client management and operational excellence in delivering legal services. The role involves building systems, managing processes, and ensuring exceptional client care throughout the legal journey.
AdviceConsultingLegal
Responsibilities
Handle escalated client concerns and de-escalate issues with empathy and professionalism
Conduct proactive 'client wellness checks' throughout the case lifecycle
Oversee the refund process, analyze root causes, and implement preventive strategies
Build systems to monitor and improve client satisfaction — targeting $0 refunds through proactive care
Audit cases regularly to ensure timely progress and compliance
Identify stalled cases and coordinate with attorneys for immediate action
Monitor milestones, prevent delays, and ensure no client feels 'forgotten.'
Develop and track quality benchmarks for case handling and resolution
Oversee malpractice insurance, bar complaints, and ethics compliance
Track CLE compliance for all attorneys
Maintain compliant retainer agreements and trust accounting procedures
Identify and mitigate potential legal and operational risks
Design scalable workflows, templates, and communication playbooks
Train teams on best practices in client communication, case tracking, and operational systems
Implement technology solutions for visibility and accountability
Build knowledge management tools that empower autonomy and excellence
Define and track KPIs (client satisfaction, case progress, refund rate, complaint resolution)
Build dashboards for real-time visibility and accountability
Deliver insights and recommendations to leadership for continuous improvement
Qualification
Required
5+ years in legal operations, client services, or law firm management
Proven experience managing client experience, performance metrics, and quality assurance
Deep understanding of legal ethics, bar compliance, and case management
Excellent communication and de-escalation skills
High attention to detail and exceptional organizational ability
Preferred
Background in immigration law or other high-volume legal practices
Bilingual (English/Spanish) strongly preferred
Experience managing bar complaints or ethics issues
Familiarity with legal tech platforms and CRM systems
Company
New Frontier Immigration Law
New Frontier Immigration Law is a law firm that specializes in family petitions, military parole, appeals, and naturalization services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Hillary Walsh
Abogada
Company data provided by crunchbase