The Manager of Client Services Operations will manage a team of client services specialists and oversee the day-to-day client services operations, ensuring that all required documentation, information, and case materials are gathered accurately and on time throughout each stage of the litigation lifecycle. This role plays a key part in maintaining high-quality client interactions while proactively driving process improvements and operational efficiency.
The ideal candidate is a hands-on leader who excels at building engaged teams, improving workflows, and delivering an exceptional client experience.
This is a hybrid position, requiring three days per week onsite in downtown Chicago, and two days per week remote. The role offers a salary range of $90,000–$130,000, plus a discretionary bonus and benefits including health, dental, and vision.
Manager of Client Services Operations Key Responsibilities:
- Lead, coach, and develop team leaders and client services staff to build high-performing, scalable teams.
- Oversee all client services activities supporting mass arbitration and mass tort matters.
- Design and manage programs that support secondary intake, medical record authorizations, supplemental filings, and client preparation for settlement.
- Ensure all client documentation and case information is complete, accurate, and collected in a timely manner.
- Manage workloads, staffing levels, and schedules to maintain service quality, accuracy, and efficiency.
- Conduct performance reviews, provide coaching and feedback, and address personnel issues, including corrective action when necessary.
- Use data and reporting to identify trends, performance gaps, and opportunities for improvement.
- Establish KPIs and develop action plans to drive results and improve client outcomes.
- Monitor attendance, role adherence, and scheduling to ensure appropriate coverage and resource allocation.
- Serve as a key point of contact between the legal team, communications, and operations.
- Ensure teams are informed of case developments and procedural changes in a timely and consistent manner.
- Support continuous improvement initiatives and special projects as assigned.
Manager of Client Services Operations Requirements:
- Bachelor’s degree preferred.
- Minimum of 3 years of management experience over a customer service, client servicing or customer experience function.
- Strong coaching and leadership skills, with experience supporting both front-line staff and people managers.
- Familiarity with legal concepts and terminology preferred.
- Advanced Excel skills required; SQL experience preferred.
- Excellent verbal and written communication skills, including comfort presenting information to groups.
- Strong customer service mindset with a collaborative approach.
- Proficiency with office technology, including software applications and phone systems.
- Demonstrated empathy and professionalism when working with clients in sensitive situations.
- Experience managing remote or hybrid teams.
- Ability to manage multiple direct reports and competing priorities effectively.
If you meet the minimum qualifications and are interested in exploring this opportunity, apply today!
Rachel Holmes
LaSalle Network
#LI-RH1
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Engineering, Marketing, Technology, Supply Chain, Revenue Cycle, Call Center, Human Resources and Executive Search, LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.