What are the responsibilities and job description for the Manager, Operations & Workflow - Legal Services position at U.S. Legal Support?
Operations Manager – Jobs in Progress
Come join one of the fastest‑growing legal services companies in the United States.
About U.S. Legal Support
U.S. Legal Support is a privately held national legal services company with over 12,000 on‑demand offices across the country. We provide a full suite of litigation support services including court reporting, records retrieval, interpreting & translations, trial services, and transcription, serving law firms, corporations, and insurance companies nationwide.
Court reporting is the foundation of our business—it’s in our DNA. We’ve built our reputation on consistent, expert service, combining personal attention, innovation, and scale to support complex legal matters across the U.S.
We’re proud to foster a culture where employees are encouraged to bring their authentic selves to work, supported by flexible schedules and family‑friendly benefits.
Benefits
- Medical, Dental, and Vision Coverage
- Flexible Spending Accounts
- Life Insurance
- Short‑ and Long‑Term Disability
- Paid Time Off, including 9 paid holidays
- Paid Parental Leave
- Retirement Benefits
Position Overview
The Operations Manager plays a critical role in overseeing jobs in progress, ensuring operational excellence, efficiency, and client satisfaction. This role leads a team responsible for the day‑to‑day execution of order entry, estimate delivery, and workflow management, while serving as a key escalation point for high‑risk or time‑sensitive matters.
This is a hands‑on leadership role requiring strong operational judgment, urgency, and cross‑functional collaboration to meet service‑level commitments and client expectations.
Essential Job Functions
- Lead, coach, and develop a team managing jobs in progress
- Set clear performance expectations, accountability, and service‑level goals
- Foster a culture of ownership, urgency, and a client‑first mindset
- Continuously evaluate workflows to drive efficiency, accuracy, and scalability
- Develop and maintain SOPs, training materials, and process documentation
- Define and implement operational policies and performance standards
- Recruit, hire, and oversee onboarding and training of new team members
- Promote collaboration and positive team dynamics
- Partner with leadership on initiatives supporting organizational goals
- Maintain U.S. Legal Support service standards and professional image
- Perform additional duties as assigned by management
Day‑to‑Day Responsibilities
- Maintain real‑time visibility into work in progress across teams
- Ensure work queues are balanced, current, and clearly communicated
- Serve as an escalation point for stalled, aged, or at‑risk items
- Partner with Production and Scheduling to manage throughput and prevent backlogs
- Identify early‑stage risks and intervene before SLA impact occurs
- Manage escalations related to missed deadlines or client‑sensitive matters
- Ensure standardized documentation and communication on escalations
- Monitor incoming volume and prioritize work based on deadlines, risk, and client needs
- Proactively resolve turn‑in delays, exceptions, or compliance issues
- Establish quality checkpoints and standardized operational procedures
- Collaborate with leadership on systemic issue resolution and policy decisions
Qualifications
Required
- 3–5 years of experience in operations leadership, workflow management, or service delivery
- Proven experience managing high‑volume, deadline‑driven work
- Strong analytical, organizational, and prioritization skills
- Experience handling escalations and cross‑functional coordination
- Comfort working with reporting tools, dashboards, and operational data
Preferred
- Experience in legal support, court reporting, transcription, or professional services
- Familiarity with SLA‑based service models
- Experience with court reporting or workflow platforms (e.g., YesLaw, Zendesk, RB)
- Change management or process improvement experience
Apply Today
Join a team where leadership, communication, and collaboration drive success every day.
Learn more about what makes U.S. Legal Support a great place to work:
👉 https://www.comparably.com/companies/u-s-legal-support