Bilingual Manager of In-Office Operations

Firm Mission StatementOur mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents. Position PurposeThe Manager of In-Office Operations is responsible overseeing a team of Intake Office Coordinators by managing the overall client experience for current in-office clients and ensuring that their needs, expectations, and feedback are addressed. This role involves analyzing customer satisfaction data, leading a team focused on customer support, and implementing initiatives to enhance the customer journey. The ideal candidate should be customer-focused, data-driven, and have a passion for delivering excellent service. Additionally, the leader must be fluent in both English and Spanish.Essential Job Functions & ResponsibilitiesTeam Leadership:Supervise, mentor, and develop a team of Intake Office Coordinators by providing guidance, support, performance management, and payroll responsibilities to ensure high levels of productivity and moraleOversee and support IOC team member's training and developmentCustomer Feedback Oversight:Collect and analyze customer feedback through surveys, client interactions, and testimonials to assess satisfaction levelsIdentify trends and issues from customer feedback, and recommend solutions to improve the overall in-office customer experience. May be responsible for leading changesEstablish and maintain strong, trusted relationships with clients, anticipating their needs and proactively addressing concernsIdentify opportunities for upselling or cross-selling additional services to existing clients based on their needs and feedbackCustomer Satisfaction Strategy:Develop and execute customer satisfaction strategies aimed at improving retention and overall satisfactionCollaborate with other departments to align in-office customer satisfaction goals with company objectivesEstablish and track key performance indicators for customer satisfaction and ensure that strengths and areas of opportunity are being shared with overall teamsAdministrative Leadership:Responsible for ensuring that IOC team is completing all required tasks and hold team accountable to responsibilitiesOversees the submittal of client fingerprints by the IOC team membersAccountable for ensuring that team members follow the payment and deposit process and follow all cash handling procedures properlyIssue Resolution and Escalation:Serve as the point of escalation for complex or high-priority in-office client complaints, questions, or issuesEnsure that root causes of recurring issues are identified and corrective actions are implementedReporting & AnalysisPrepare regular reports on in-office customer satisfaction metrics and present findings to senior leadershipUse data and insights to track progress on satisfaction improvement goals and adjust strategies as neededEssential Skills, Knowledge & AbilitiesPossesses excellent bilingual (English & Spanish) interpersonal and communication skills, both written and verbalWorld class customer service skillsAbility to lead and develop teams and individualsExcellent time management skills with proven ability to meet deadlines and time manage themselves and others, including the ability to prioritize tasks to delegate when appropriateStrong analytical and problem-solving skillsHighly proficient in Microsoft Office suite, Dropbox, and Case Management, or related softwareMinimum QualificationsBachelor's degree in business management or related field preferred (5 or more years of experience may substitute for a degree)3-5 years previous work experience leading a team in a similar fieldScheduleMonday-Friday, 8:30am-5:30pm EST onsite full-timeCompensation$75,000-$80,000

Created: 2025-02-15