K&I Premium Services Manager

Overview

The organization is seeking a highly skilled and motivated Manager to join the K&I Premium Services team within Knowledge and Innovation (K&I). This role provides operational, data, technology, and program management support to attorney teams and clients across a portfolio of large-scale client programs.

As a Manager, you will lead a team within an assigned program workstream and oversee and optimize operations, process, projects, and program initiatives. The position uses tools and technology to deliver innovative, data-focused, and process-driven solutions.

You will collaborate with shareholders, attorney teams, members of the K&I team, IT, and other administrative departments.

Responsibilities

• Collaborate with team members to establish and monitor key performance indicators (KPIs) and operational metrics.
• Monitor workstream performance using case, ticket, and task data from systems such as Salesforce and Smartsheet; report on volume, trends, and bottlenecks.
• Lead, coach, and develop a team of analysts, program specialists, operational staff, and/or data support staff.
• Develop and implement employee management strategies, including performance evaluation, training and development, and conflict resolution to improve workforce productivity and satisfaction.
• Identify process optimization opportunities and implement solutions to improve departmental efficiency and effectiveness.
• Delegate work clearly, assigning tasks based on skills and capacity, and hold team members accountable for results.
• Adapt quickly when priorities change by rebalancing workloads and keeping the team and stakeholders aligned.
• Provide input on staffing and capacity, including workload analysis to support headcount planning.
• Facilitate effective meetings by preparing agendas, coordinating schedules, ensuring productive discussions, and distributing accurate meeting notes, action items, and decisions.
• Track action items/tasks to ensure accountability and timely completion of deliverables and deadlines.
• Create and maintain detailed documentation of processes, procedures, and project milestones; ensure resources are organized, clear, and accessible.
• Prepare program communications and progress reports that are accurate, timely, and reviewed by the appropriate people before release.
• Collaborate with cross-functional teams, attorneys, and other stakeholders to define program requirements, gather resources, and support effective communication across initiatives.
• Identify potential risks and develop mitigation strategies to deliver initiatives within scope, on time, and within budget.
• Protect client confidentiality and privileged information; escalate matters requiring attorney or Senior Manager judgment.
• Support change management for new tools, process changes, and program launches, including training, communication, and tracking adoption.
• Monitor program functions and deliverables, track key metrics, and provide regular status reports to the Senior Manager and/or stakeholders on milestones, accomplishments, and challenges.
• Perform other duties as assigned.

Team Management

• Oversee team workload, tasks, and projects.
• Recommend professional development needed to maintain and build team skills.
• Participate in hiring, onboarding, and training of team members.
• Manage schedules, including approval of time off, and approve timesheets.
• Conduct annual performance reviews and partner with Human Resources and the Senior Manager on performance-related issues.

Requirements

• Four-year college or university degree or equivalent experience.
• 4+ years supervising or leading a team.
• 4+ years of experience in program or project management, operations, or a related area.
• Experience collaborating and influencing internal stakeholders.
• Outstanding written and verbal communication skills; ability to present to diverse audiences.
• Experience building workload, capacity, or program reporting, and comfort with CRM or case management systems.
• Analytical experience interpreting workload, volume, and performance metrics to guide staffing and priorities.
• Ability to exercise good business judgment and make well-reasoned independent decisions.
• 3+ years working in professional services, preferably a law firm.
• Accountable, self-driven, highly motivated, and innovative.
• Problem-solving mindset, including experience using internal and/or external resources, conflict resolution, and follow-through.
• Ability to manage time effectively to meet critical deadlines.
• Ability to remain calm under pressure.
• Familiarity with Project Management techniques and completing and interpreting project-related documentation.

Technical Experience

• Proficient in Microsoft applications, including Word, Excel, PowerPoint, Outlook, Teams, and SharePoint, and the document management system.
• Experience with Salesforce or a comparable case management or CRM platform, including building reports and dashboards.
• Familiarity with Power BI or similar reporting tools; and workflow automation tools such as Power Automate (preferred).
• Exceptional computer and technical skills, with demonstrated aptitude for learning new technologies quickly.
• Experience with or knowledge of Smartsheet, iManage, and other systems commonly used in law firms strongly preferred.

General

• Strong analytical skills, including critical thinking, organization, problem-solving, and the ability to manage and coordinate multiple workstreams.
• Research capability to gather data, analyze information, and recommend solutions.
• Communication skills including active listening, seeking clarification when needed, responding promptly with professionalism, writing clearly and informatively, and editing for accuracy.
• High responsiveness for internal and external customer service.
• Ability to work independently and collaboratively within a cross-functional team; ability to self-start and take initiative with minimal supervision.
• Strong attention to detail, including completing assignments logically and accurately under restrictive deadlines.
• Initiative and willingness to take reasonable risks; asks for and offers help as needed.
• Ability to work effectively in a remote environment while staying connected and collaborating with a distributed team.
• Dependability and accountability; willingness to commit additional hours when necessary to reach objectives.
• Responsibility for stewardship of systems, data, and information, including maintaining confidentiality.

Preferred Qualifications

• Power BI (or similar reporting tools) and Power Automate (workflow automation) experience.
• Experience with Smartsheet and iManage, or other systems commonly used in law firms.

Compensation & Benefits

Wage Transparency (Remote)

Pay range varies by location. Actual compensation is contingent on relevant experience, education, skills, and other job-related factors as permitted by law. This role is also eligible for performance-based bonuses and the benefits described below.

• California: $97,328 - $147,576
• Colorado: $103,163 - $133,505
• Connecticut: $103,163 - $140,254
• Hawaii: $114,036 - $147,576
• Illinois: $108,378 - $140,254
• Jersey City, New Jersey: $114,036 - $147,576
• Maryland: $97,328 - $133,505
• Massachusetts: $114,036 - $147,576
• Minnesota: $97,328 - $125,954
• Nevada: $94,234 - $121,950
• New Jersey: $114,036 - $147,576
• New York City, New York: $114,036 - $147,576
• New York State: $94,234 - $147,576
• Ohio: $94,234 - $121,950
• Rhode Island: $94,234 - $121,950
• Washington, D.C.: $108,378 - $140,254
• Washington: $108,378 - $140,254

Benefits

• Paid Time Off
• Paid Sick Leave
• 401(k) matching program
• Profit Sharing
• Paid Holidays
• Paid Parental Leave
• Affordable Health and Life Insurance including Dental & Vision coverage
• Health Savings Account / Flexible Spending Accounts (to help offset the cost of dependent care and/or health care expenses)
• Tuition Reimbursement
• Employee Assistance Program

Location

Remote position. Pay ranges apply based on the state or location where work is performed.