New Frontier Immigration Law · 19 hours ago
Head of Legal Operations
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expNew Frontier Immigration Law is on a mission to impact 1 million immigrants across the U.S. by transforming legal service delivery through operational excellence and client management. The Head of Legal Operations will ensure exceptional client care while implementing scalable systems for growth and monitoring case progress.
AdviceConsultingLegal
Responsibilities
Handle escalated client concerns and de-escalate upset clients professionally
Conduct proactive client wellness checks throughout the case lifecycle
Own the entire refund process, investigating root causes, and implementing preventative measures
Design early intervention protocols for at-risk clients
Build and monitor client satisfaction metrics
Conduct regular case audits to ensure timely progress and compliance
Identify stalled cases and coordinate with attorneys for immediate action
Monitor case milestones and flag delays before clients notice
Ensure no client feels 'forgotten' through systematic progress tracking
Develop quality benchmarks for case handling and resolution times
Manage malpractice insurance and claims coordination
Track and ensure 100% CLE compliance for all attorneys
Oversee all bar complaints in partnership with ethics counsel Nancy Greenlee
Analyze complaint patterns to implement preventative measures
Maintain compliant client retainer agreements
Ensure adherence to bar rules and trust accounting requirements
Design scalable workflows from intake through resolution
Create templates, checklists, and playbooks
Develop and deliver training on client communication and case management
Implement technology solutions for case tracking and client updates
Build knowledge management systems
Track KPIs: client satisfaction, case progress, refund rates, complaint resolution
Build dashboards for real-time operational visibility
Report to leadership with actionable recommendations
Measure ROI of client service initiatives
Qualification
Required
5+ years in legal operations, client services, or law firm management
Exceptional client communication and de-escalation skills
Experience with case management and quality assurance
Strong understanding of legal ethics and compliance requirements
Proven ability to handle difficult conversations with empathy and professionalism
Detail-oriented with strong organizational skills
Preferred
Experience in immigration law or high-volume practices
Bilingual (English/Spanish) strongly preferred
Customer service or client success background
Familiarity with legal technology platforms
Experience managing bar complaints or ethics issues
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