Director of Client Experience and Operations

The Frazer Firm, P.A. | Director of Client Experience and Operations | Jupiter, FL

The Frazer Firm, P.A. is a boutique business law firm in Jupiter, Florida, seeking a Director of Client Experience and Operations to serve as the operational backbone of the firm. This is not a traditional administrative role. It is a position of real ownership and accountability for the systems, processes, and client relationships that allow our attorneys to focus on delivering exceptional legal counsel.

The right candidate thrives on consistency, takes pride in precision, and finds genuine satisfaction in making a sophisticated professional environment run without friction. Success in this role looks like a firm owner whose calendar is protected, clients who feel consistently informed and well-served, billing that runs accurately and on time, and operational systems that hold without constant oversight.

Responsibilities

• Manage the firm owner's calendar and firm master calendar with zero tolerance for scheduling errors
• Serve as the first point of contact for clients, referral sources, and opposing counsel across all channels
• Oversee new client intake from initial inquiry through engagement letter execution, including Lawmatics CRM management and follow-up sequencing
• Manage monthly billing cycles, retainer replenishment, and collections follow-up with accurate records maintained in Clio
• Coordinate attorney assignment packages and track deadlines under the direction of the firm owner
• Draft, implement, and maintain firm policies, procedures, and operational systems
• Manage the firm's Lawmatics CRM, including lead tracking, referral source follow-up, and client communication workflows
• Oversee the firm's social media presence and the firm owner's LinkedIn profile, including content scheduling and business development coordination
• Monitor office technology systems and manage vendor relationships
• Assist with onboarding new staff and attorneys on firm systems, procedures, and software

Qualifications

• Minimum three years of administrative experience in a law firm, legal department, or professional services environment
• Demonstrated proficiency in billing, invoicing, and collections, preferably in a legal context
• Experience with practice management software, preferably Clio; CRM experience a plus
• Exceptional attention to detail with a track record of accuracy in client data and billing records
• Proven ability to execute established systems independently without requiring daily direction
• High comfort level with consistent, structured, accuracy-dependent work
• Strong written and verbal communication skills with a professional, client-first demeanor
• Proficiency in Microsoft 365, including Outlook, Teams, Word, and Excel
• Demonstrated discretion in handling confidential client and matter information
• Associate's degree or higher preferred; equivalent experience considered