Kerja Kerja Dari Rumah, Operations Manager di MRA Law Group, P.A. - Maukerja

** For applicants outside of the US, please submit an English version of your resume."

Lead the People, Processes, and Performance Behind an Immigration Law Firm

MRA Law Group is seeking an experienced, hands-on Operations Manager to lead the day-to-day performance and continuous improvement of our Operations Department.

This is a leadership role for someone who knows how to turn expectations into execution.

You will oversee the operational teams responsible for supporting our clients, attorneys, and case production functions, from the first phone call through ongoing client communication, administrative support, document handling, and internal operational requests.

You will lead through our Operations leadership structure while maintaining visibility into frontline performance across Telephone Reception, Client CARE, Virtual Assistance, Administrative Support, and Legal Support.

We are looking for someone who can manage people, build accountability, analyze performance, improve processes, solve problems, and create an Operations Department that runs consistently, not one that requires constant intervention from senior leadership.

What You Will Own

Operations Leadership & Team Management

You will provide leadership and accountability across the Operations Department, including:

• Operations Team Lead
• Telephone Receptionist Team Lead and Receptionists
• Client CARE Team Lead and Client CARE Agents
• Virtual Assistant
• In-Office Administrative Assistant
• In-Office Legal Assistant

You will establish clear expectations, ensure accountability, coach leaders and team members, identify performance issues early, and ensure the department has the structure and resources necessary to perform effectively.

Operational Performance & Accountability

You will:

• Establish, monitor, and manage departmental and individual KPIs.
• Review daily, weekly, monthly, and quarterly operational performance.
• Hold team leaders accountable for the performance of their respective teams.
• Identify performance trends, bottlenecks, capacity issues, and recurring problems.
• Develop corrective action and coaching plans when performance falls below expectations.
• Ensure operational audits are completed and identified issues are addressed.
• Build an environment where ownership and accountability are part of everyday operations.

The current Operations framework specifically measures department efficiency, workflow effectiveness, error reduction, client communication compliance, client satisfaction, complaints, procedure compliance, system usage, documentation accuracy, team KPI achievement, audits, issue-resolution time, process improvement, and operational risk identification.

Client Experience

Our Operations Department plays a major role in how clients experience MRA Law Group.

You will ensure:

• Client calls and communications are handled professionally and promptly.
• Reception and Client CARE teams consistently meet service expectations.
• Client concerns are identified and escalated appropriately.
• Communication breakdowns do not become preventable client complaints.
• Operational issues contributing to cancellations, dissatisfaction, or refund exposure are identified and addressed.
• Client feedback and satisfaction trends are monitored and converted into operational improvements.

Systems, Processes & Continuous Improvement

We don't want someone who simply maintains existing processes. We want someone who asks:

Why are we doing it this way, is it working, and can we do it better?

You will:

• Develop, document, implement, and continuously improve SOPs and workflows.
• Ensure consistent use of the firm's Case Management System and operational trackers.
• Ensure tasks, communications, and activities are properly documented.
• Identify unnecessary steps, duplicated work, bottlenecks, and process gaps.
• Translate operational problems into practical solutions.
• Implement improvements and measure whether they actually worked.
• Identify operational risks before they become larger client, legal, or business problems.

This reflects the existing JD's emphasis on maintaining procedures, proper case management system usage, documentation standards, compliance, workflow improvement, and proactive operational risk identification.

Cross-Department Collaboration

Operations does not operate in a silo.

You will work closely with attorneys, Case Production, HR, leadership, and other departments to ensure operational processes support efficient case progression and client service.

You will be expected to identify where handoffs are breaking down, clarify ownership, resolve workflow issues, and help different functions work together effectively.

What We're Looking For

Our ideal Operations Manager has:

• Proven experience leading an Operations, Customer Service, Client Services, Administrative, Legal Operations, or similar multi-function team.
• Experience managing both frontline employees and team leaders/supervisors.
• Strong people-management, coaching, delegation, and accountability skills.
• Experience establishing and managing KPIs, scorecards, service levels, and performance standards.
• Strong process-improvement and problem-solving capability.
• Experience creating or improving SOPs, workflows, and operational systems.
• Confidence using data and reports to make operational decisions.
• Strong organizational and project-management skills.
• Excellent written and verbal communication.
• The ability to manage multiple priorities without losing visibility or accountability.
• Comfort working in a fast-paced environment where client needs and priorities can change quickly.
• Strong judgment and the ability to distinguish between something that requires leadership escalation and something Operations should simply solve.

Experience working within a law firm, immigration practice, professional-services organization, or high-volume client-service environment is strongly preferred.

The Person Who Will Thrive Here

You are probably a strong fit if you:

• Naturally create structure where there is complexity.
• Don't need senior leadership to remind you repeatedly about deadlines or deliverables.
• Believe that delegation still requires accountability.
• Can be supportive of employees without avoiding difficult performance conversations.
• Investigate the root cause instead of repeatedly fixing the same symptom.
• Are comfortable challenging inefficient processes.
• Understand that a great client experience depends heavily on what happens behind the scenes.
• Can manage managers and not just individual contributors.
• Know how to use metrics without losing sight of the people behind them.
• Take ownership when something falls within your department.

We want someone who can eventually answer:

"How is Operations performing?"

with data, context, risks, corrective actions, and a plan, not simply a list of activities.

How Success Will Be Measured

Your performance will be evaluated across five major areas already established within MRA's

Operations framework:

Operational Performance – 25%
Department efficiency, workflow effectiveness, and reduction of operational errors.

Client Experience – 20%
Client communication compliance, client satisfaction trends, and reduction of client complaints.

Operational Compliance – 20%
Procedure compliance, Case Management System usage, and documentation accuracy.

Department Performance – 20%
Team KPI achievement, audit compliance, and timely resolution of operational issues.

Process Improvement & Risk Management – 15%
Successful implementation of operational improvements and proactive identification of operational risks.

Why MRA Law Group?

MRA Law Group is an immigration law firm serving individuals and families navigating complex immigration matters.

The Operations Manager occupies a critical leadership seat within the firm. Your work directly influences client experience, employee performance, attorney support, case progression, operational scalability, and the firm's ability to grow without sacrificing service quality.

We aren't looking for someone to simply keep Operations busy and better.

We are looking for someone to make Operations deliver excellent performance consistently.

Pay: $30.00 - $40.00 per hour

Expected hours: 40.0 per week

Work Location: Remote