Operations Manager

This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Remote (India), USA

JobType: full-time

Are You Capable of Leading a Team of Home-Based Indian Lawyers and Paralegals to Deliver Exceptional US Immigration Services?

* Do you have experience in leading and managing a successful remote team?

* Are you proficient in supervising Immigration Paralegals working remotely?

* Are you comfortable providing mentorship and coaching to team leads and paralegals?

* Have you conducted team meetings and one-on-one coaching sessions regularly?

* Do you consistently review company policies and ensure adherence to them?

* Do you proactively identify and resolve operational challenges by implementing effective solutions?

* Can you inspire and guide a remote team while sustaining high levels of performance?

* Are you skilled at discovering hidden opportunities for process improvements and executing practical solutions?

* Are you at ease working in a culture that prioritizes honesty and productivity over politeness?

If you answered "yes" to these questions, we would be eager to connect with you.

Job Overview:

In the role of Paralegal Remote Operations Manager, you will be instrumental in leading and overseeing a high-performing remote team of Immigration Paralegals.

This role demands strong leadership capabilities, operational proficiency, and a solid understanding of managing both people and processes. The ideal candidate is highly organized, results-driven, and possesses excellent communication and problem-solving abilities. You should have a passion for innovation and client satisfaction, coupled with an unwavering commitment to excellence.

Requirements

What You Will Do:

* Team Leadership & Management

* Conduct weekly team meetings to discuss updates, challenges, and best practices

* Topics include process updates, performance reviews, and operational issues

* Maintain a positive and engaging atmosphere in meetings with interactive elements

* Follow structured procedures for recording and sharing meeting notes using Fathom

* Hold regular one-on-one and skip-level meetings to provide feedback and address concerns

* Mentor and coach team leaders (TLs) and team members on client handling, time management, and communication

* Address performance gaps through discussions and improvement plans

* Ensure adherence to company policies and procedures

* Monitor and enforce process consistency, such as updating trackers, using correct email templates, and following workflow steps

* Provide structured feedback and coaching when mistakes occur

II. Operational Excellence

* Ensure a continuous upward trend in petition processing and submission rates

* Track case endorsements, and assignments, and ensure timely updates in trackers (e.g., Proofreading Log, Packet Completion Tracker)

* Monitor and review escalations daily, analyze root causes, and discuss solutions with Team Leads (TLs)

* Maintain escalations below the set target and implement preventive measures

* Review inbound/outbound client calls to identify training needs

* Monitor Zoho Desk for ticket response times, SLAs, and proper assignment

* Take action on unassigned, overdue, or SLA-breaching tickets

* Review closed tickets daily for inconsistencies and follow up with TLs and paralegals

* Ensure cases are updated properly, past-due cases are addressed, and user notes/profile data reflect case progress

III. Relationship Management

* Strengthen relationships with internal departments for smoother workflows and better compliance

* Address client inquiries and concerns promptly and professionally

* Identify and resolve pain points using cause-and-effect metrics

* Implement strategies to maintain an upward trend in customer satisfaction (CSAT)

* Strive to exceed client expectations and ensure 100% satisfaction

IV. Process Management

* Assign resources efficiently and prioritize tasks to meet deadlines

* Track case progress and proactively address potential roadblocks

* Establish benchmarks, monitor performance metrics, and track progress

* Regularly share performance updates and findings with stakeholders

V. Training & Development

* Develop and deliver training on new laws, regulations, and best practices for the Immigration Paralegal team

* Assess the impact of training programs and learning initiatives

* Identify knowledge gaps and implement controls to prevent errors

* Analyze data to uncover opportunities for skill development and process optimization

Qualifications:

* Immigration Paralegal Experience (5+ years)

* 3+ years of proven, progressive experience in managing and leading high-performing teams

* Bachelor's degree in Business Administration, Operations Management, or a related field.

* Strong planning and organizational skills

* High-level communication proficiency

* Customer/client focus with a dedication to delivering the best outcomes

* Capable of adapting to changing priorities and managing multiple tasks effectively

Good To Have Skills

Operations

Program Management

Project Management