Postúlate en Kit Empleo: kitempleo.com.mx/empleo/549ngf

OPERATIONS MANAGER RemoteLegalStaff | Remote | Full-Time | Legal Staffing

Make sure law firms get great work. Lead the team that makes it happen.

RemoteLegalStaff places offshore legal professionals with law firms across the United States. We are growing fast and we are building the team that will take us to the next level.

This role is not about managing processes on a spreadsheet. It is about making sure that every client we work with receives consistently high-quality work from their staff member. You will lead a small team of Client Success Managers whose entire focus is on that one outcome.

If you have managed client-facing teams, you know what quality looks like, and you take personal ownership of outcomes, we want to talk to you.

At a Glance

Location: Fully remote (Philippines-based preferred) Reports to: Head of Operations Direct reports: 2 to 4 Client Success Managers Industry: Legal staffing / offshore professional services Type: Full-time

About RemoteLegalStaff

RemoteLegalStaff places skilled offshore legal professionals with law firms and legal departments across the United States. Our staff handle paralegal work, legal assistant tasks, intake, case management, and more. We are a fast-growing company with an ambitious goal to significantly expand our team in 2026.

We are in the middle of an operational transformation. We have recently restructured our client-facing team into two specialized roles: a placement team that focuses on hiring the right person from the first round of candidates, and a client success team that focuses on making sure the client gets high-quality work every week. This role leads the client success side of that equation.

The Role

As Operations Manager, your primary job is to make sure our clients consistently receive high-quality work from their staff members. You will lead a team of Client Success Managers who own the day-to-day relationship between our staff and our law firm clients.

You are the quality layer. You are the person who makes sure your team is not just checking in with clients, but actually catching problems before they reach the client, coaching staff to improve, and holding the standard that our clients hired us to maintain.

What success looks like in this role: Your clients are getting great work and they know it. Cancellations in your team's portfolio are rare, and when they happen, they are genuinely unpreventable. Your CSMs are proactive, skilled, and consistently doing the right things at the right times. You know what is happening across every account in your team's portfolio without having to ask.

What You Will Do

Lead and develop your team

- Manage 2 to 4 Client Success Managers,



setting clear expectations and holding them to a consistent standard of performance
- Coach through role-playing, not just feedback sessions. You will build your team's skills by practicing real scenarios, not just reviewing calls after the fact
- Identify skill gaps and address them before they show up as client complaints or cancellations
- Evaluate escalations handled by your team and make sure the response was appropriate, timely, and resolved the underlying issue

Own account quality across your portfolio

- Ensure every client in your team's portfolio is receiving work that meets their standard, consistently, every week
- Review escalations and spot-check account health across your team's portfolio
- Classify cancellations as preventable or non-preventable and make sure preventable ones are understood, owned, and do not repeat
- Make sure golden samples and style guides are in place for every active placement so your CSMs have a clear standard to work from

Drive process and systems

- Ensure your team is using the CRM correctly and that every check-in, flag, and escalation is logged and tracked
- Use data to manage, not just instinct. You will track preventable cancellation rates, escalation patterns, and early warning signals across your portfolio
- Implement and improve the onboarding and quality oversight processes your team follows, and flag gaps you see in how we operate
- Work closely with the placement team to ensure handoffs are clean and every new engagement starts with the right foundation

Handle escalations

- Take ownership of higher-level escalations that exceed what a CSM can handle alone, and lead the response
- Know when to escalate further and when to resolve at your level
- Conduct structured autopsies on every closed escalation to ensure the team learns from it and does not repeat the same miss

What We Are Looking For

Experience

- 2 or more years managing a client-facing team in a services, staffing, outsourcing, or agency environment
- Proven track record of improving retention or client satisfaction metrics in a previous role
- Experience working with or managing remote teams across time zones
- Familiarity with legal industry, legal staffing, or professional services is a strong plus but not required
- Experience using a CRM to track team activity and account health

Skills and qualities





- You hold the standard. You do not accept good enough when the client was promised great. You notice when something is off and you address it directly.
- You coach through practice. You know that telling someone what to do once does not change behavior. You use role-playing and repetition to build real skills.
- You are data-driven. You track what matters and you use it to make decisions, not just to report upward.
- You are direct and clear. With your team, with clients when needed, and with leadership. You say what needs to be said.
- You take ownership. When something in your team's portfolio goes wrong, you do not look for someone else to blame. You figure out what happened and you fix it.
- You are calm under pressure. Escalations are high-stakes and emotionally charged. You stay clear-headed when clients are frustrated and you find a path forward.

What This Role Is Not

This is not a pure manager role where you sit above the work. You will be in the weeds on escalations, auditing accounts, and coaching your team through real situations. If you want to manage from a distance, this is not the right fit.

This is also not a role where the job is just keeping clients happy. The job is making sure they get great work. Client happiness follows from that, not the other way around.

Why RemoteLegalStaff

- We are growing fast and investing heavily in our operations team. This role is being created because we are building something real, not backfilling a gap.
- You will have direct influence on how the client success function operates. We are not asking you to inherit a finished system. We are asking you to help build it.
- The work matters. The staff members we place are building careers. The law firms we work with are running better practices because of what we do. Quality is not just a business metric here, it is the whole point.
- Fully remote, async-friendly culture with a team that is serious about execution and getting better every week.

Benefits

- Annual performance bonus
- Company-sponsored health insurance
- Generous PTO that increases with tenure (up to 30 days per year)
- Anniversary loyalty bonuses (up to 4 months salary)
- Adaptable work schedule
- Birthday PTO day
- 7 U.S. paid holidays
- 5 paid sick days per year
- Bereavement leave
- Home office stipend for equipment and workspace upgrades
- Computer replacement stipend
- Monthly internet allowance (increases with tenure)
- Professional development and training programs
- Education support for high performers
- Additional unpaid personal leave

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per month

Work Location: Remote

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/549ngf

📌 Operations Manager (México)
🏢 Remotelegalstaff
📍 México