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Confidential · 23 hours ago

Advisory Services Legal Operations Manager

Richmond, VA

Full-time

Hybrid

Senior Level

5+ years exp

Confidential is seeking an Advisory Services Legal Operations Manager who will serve as the primary operational point of contact for assigned Global and Vertical customers in North America. The role involves overseeing employees, facilitating communication with customers, and ensuring operational best practices are implemented for customer satisfaction and retention.

Marketing & Advertising

Responsibilities

Promotes effective use of internal recruiting and selection processes to attract and hire top talent

Identifies employee training and development needs using competency assessments and (confidential) training offerings

Assigns training, development opportunities, and experiences to support employee growth and job satisfaction

Provides strategic development for up to 200 employees across the enterprise portfolio

Establishes goals, clarifies responsibilities, and holds internal and external team members accountable

Collaborates across teams and departments to implement solutions or initiatives

Continuously monitors, evaluates, and recognizes employee performance through the (confidential) Recognizes program

Builds high-performing teams through feedback, recognition, and compensation management

Addresses performance issues promptly and collaborates on improvement plans, taking corrective action when necessary

Serves as a mentor and leads by example

Sets expectations, empowers problem solving, and removes obstacles to process improvement

Develops strategic customer relationships to strengthen long-term partnerships

Acts as the voice of the customer by directing cross-functional teams and prioritizing value-driven actions

Identifies gaps in service delivery and refines processes within customer and (confidential) frameworks

Uses analytical methods to diagnose and resolve complex customer issues

Facilitates meetings with key customer stakeholders on contractual obligations, initiatives, and strategic planning

Creates templates and cadences to ensure alignment with contractual requirements and value-added reporting

Manages approximately $13M in Enterprise Services revenue and associated profitability

Drives global operational strategy through collaboration with internal and external partners

Serves as a subject matter expert on EAO Program standards, tools, processes, and best practices

Ensures timely execution of program initiatives in alignment with quality requirements

Demonstrates deep working knowledge of (confidential) internal structure and acts as an advisor

Facilitates recurring internal communications on best practices, challenges, and opportunities

Identifies improvements in performance, productivity, efficiency, and profitability through best practice implementation

Ensures certification compliance, service delivery standards, and continuous improvement

Oversees implementation of Core Team processes, including Account Charters, the (Confidential) Account Management Playbook (RAMP), Service Excellence, and CAD activities

Supports onboarding processes (order management, billing, tech services, enterprise services) in alignment with customer expectations

Participates in creation and management of implementation plans for assigned accounts

Establishes appropriate reporting packages based on customer needs

Implements change management strategies that support (confidential) short- and long-term business goals

Maintains ongoing knowledge of new products and services to identify growth opportunities

Validates new opportunities and ensures timely execution through proper resource alignment

Participates in team selling efforts supporting U.S. and international activities; interfaces with global teams

Ensures profitability of all assigned accounts, including individual sites; identifies drivers of poor performance and partners to correct issues

Oversees billing accuracy and escalates customer admin concerns as needed

Partners with Accounts Receivable to resolve collection issues

Performs other duties as assigned

Qualification

Customer relationship managementITIL CertificationProject managementManagement experienceTechnology understandingAnalytical thinkingMultitaskingSelf-directedCommunication skillsProblem-solving

Required

Strong oral and written communication skills; able to communicate with all levels of management, vendors, employees, and customers

Highly self-directed with strong initiative

Strong customer relationship skills

Project management proficiency

Strong prioritization and multitasking capabilities in a fast-paced environment

Proficient with standard software applications

Demonstrated problem-solving, analytical thinking, and product/service knowledge

Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific processes