Operations Manager

Operations Manager, Scheduling & Expansion

Gallo Legal Services, Atlanta (Chamblee area), Georgia (On-site)

Reports to: [CEO / COO

Employment Type: Full-Time

Direct Reports: Scheduling Coordinator

About Gallo Legal Services

Gallo Legal Services is the largest privately owned legal support services firm in Georgia. We provide court reporting, legal videography, trial services, and litigation support to law firms across the state, nationally, and internationally. We operate with approximately 80 employees and a growing network of independent contractors. We have been recognized multiple times by the Atlanta Business Chronicle as one of Atlanta's Best Places to Work, including a first-place ranking in the medium-sized business category.

We serve the legal industry, an environment where precision, documentation, and follow-through are not preferences, they're requirements. Our clients are attorneys who hold us to the same standard they hold themselves. Scheduling is where that standard either holds or breaks. Every deposition, hearing, and trial we cover runs through this function, and there is no version of "close enough" in a job that either got covered or didn't.

We're a growth-minded, systems-driven organization that runs on continuous improvement, not corporate theater. Our culture is built for systems-thinkers and straight-shooters. Competence matters more than schmoozing, direct communication is valued over diplomatic dancing, and results speak louder than politics. We need someone who understands how the puzzle pieces fit together, who thinks about the ripple effects of a scheduling decision on resources, sales, billing, and client retention, not just whether today's board is covered.

Why This Role Exists

We've built a scheduling function that works. We are expanding nationally and expanding our service lines, and both of those things run straight through scheduling. New markets need coverage models before sales can sell into them. Interpreting needs a real job-claiming platform, not a manual assignment chain. Non-metro and out-of-state work needs a prebooking process that doesn't depend on one person knowing who to call.

We need someone to own the function today and rebuild it to carry three to five times the volume across markets we aren't in yet.

You're not inheriting a scheduling department that needs a caretaker. You're building the one that lets us go national.

What You'll Do

• Build the Scheduling Engine. Own the SOPs for interpreter, court, overflow, and out-of-market workflows. Written, versioned, and trainable by someone on day one.
• Stand Up a Ticketing System. Workload distribution, transparency, and load balancing across the team, replacing "who's got bandwidth" with something you can actually see.
• Automate What Repeats. Time-off automation, coverage alerts, court and interpreter workflow logic, and a scalable job-claiming system for interpreters.
• Open New Markets. Build the prebooking and coverage model for non-metro and out-of-state work, and turn each launch into a repeatable playbook.
• Forecast Capacity Before Sales Needs It. Partner with the Resource Manager to align job intake projections with scheduling capacity, and map coverage gaps against demand.
• Expand the Service Lines. Build the operational foundation for growth in interpreting, court coverage, and adjacent offerings, including client-facing cost transparency materials for metro work.
• Run the Daily Function at a High Standard. Client-facing workflow, timely job intake, court and interpreter and reporter coverage, call-on schedule, after-hours changes, and emergency coverage.
• Own Escalations. Late cancellations, complaints, and coverage failures get resolved fast, and then the process that caused them gets fixed.
• Protect the Client Relationship. Quote follow-up, new client onboarding and repository training, sales handoffs, and continuity so nothing falls between two teams.
• Enforce Coverage Compliance. Scheduled reporters are trained and certified, training attendance is tracked with the Resource Manager and Video Manager, and gaps get escalated for retraining.
• Lead and Develop the Team. Training, ramp, and accountability for scheduling coordinators, and enough documented process that you can promote from within.
• Support Reporter Retention. Appreciation events and retention initiatives, because coverage capacity is a relationship business.

What This Role Is Not

This is not a scheduling coordinator role with a better title. You have a team to handle job assignment execution. Your job is building and running the function, not working the board all day. If you spend twelve months only covering jobs, we both failed.

This is not a firefighting role. Things will burn and you'll put them out, but the measure of this job is how many fires stop starting. If you're energized by the adrenaline of the save and bored by the process work that prevents it, this isn't the seat.

This is not a role where you wait to be told what's next. If a workflow is undocumented, you document it. If a market is about to open and coverage isn't there, you raise it before sales does. If a coordinator is drowning, you fix the distribution model, not just today's queue.

This role is wrong for you if you:

• Need consensus before making a decision
• Want to run the function exactly as it runs today
• Prefer defined swim lanes and layers of approval
• Find ambiguity stressful rather than interesting
• Would rather be indispensable than replaceable, meaning you'd rather hold knowledge than document it
• Need someone to tell you what to work on next

Your First 90 Days

Days 1 to 30: Learn the board. Sit inside the daily function until you understand it cold. Meet every coordinator, team lead, and cross-functional partner in resources, sales, video, and billing. Audit what exists: workflows, coverage models, prebooking practices, escalation paths, and the reporting we do and don't have. Identify what lives only in someone's head. Flag the failure points that are already costing us jobs.

Days 31 to 60: Start building. Document the core scheduling SOPs and get them in use. Stand up the ticketing system. Establish yourself as the escalation owner so the daily chaos stops routing around you. Begin the coverage gap analysis against current and projected demand. Define what a market-entry playbook has to contain.

Days 61 to 90: Make it visible. New coordinators can be trained from documentation instead of shadowing. Workload distribution is transparent and balanced. Coverage decisions are starting to run on forecast rather than reaction. Non-metro prebooking follows a defined process. You have a build roadmap for the interpreter job-claiming system and at least one automation in flight.

How Success Is Measured

• Coverage rate holds or improves while volume grows
• Core workflows are documented, versioned, and actually followed
• A new coordinator can be trained from the documentation, not from a person
• Ticketing system is live and workload is visibly balanced across the team
• Non-metro and out-of-state work runs on a defined prebooking process, not relationships
• A new market can be stood up on a documented playbook with a known cost and timeline
• The interpreter job-claiming system is live or in build
• Coverage gaps are forecast ahead of demand instead of discovered in the moment
• Escalations are resolved at your level, documented, and traced back to a process fix
• Client complaints tied to scheduling trend down
• Reporter and interpreter retention is tracked and understood
• Cross-functional partners come to you early rather than after something breaks
• After-hours and emergency coverage runs on a system, not on one person's phone

What We're Looking For

• 3 to 5 years in operations, logistics, or scheduling in a legal or service-driven environment
• Track record of building or significantly rebuilding a process, system, or workflow from scratch, not just running one someone else built
• Experience owning a function rather than a piece of one
• Demonstrated business acumen, meaning you understand how a scheduling decision hits resources, sales, billing, and client retention
• Experience managing or developing a small team
• Strong documentation habits, meaning you know what needs to be in writing and you put it there
• Direct, clear communicator who handles difficult client and contractor conversations without avoidance
• Comfortable owning escalations, including the ones that arrive at 6 PM on a Friday
• Working fluency with Google Workspace, CRMs, and scheduling or workforce management software
• Multi-market, multi-state, or national operations experience preferred
• Exposure to court reporting, interpreting, or legal support services preferred

Benefits

• Medical, dental, and vision insurance
• Short-term disability and life insurance
• 401(k) retirement savings plan
• Professional development opportunities, including certification support
• Direct CEO access in a stable, growth-oriented company