Senior Operations Manager

Firm Mission Statement 

Our 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 Purpose 

Manage and oversee end-to-end case production including signup, interview/form creation, and case assembly.  Establish and monitor production metrics, identify/implement improvements, manage and oversee staff.  

Essential Job Functions & Responsibilities 

• Manage and oversee day-to-day production of cases 

• Oversee case flow throughout your teams to ensure cases are moving quickly and efficiently as possible, identify improvements in the chain and refine and train the team on procedures to increase efficiency 

• Identify opportunities for process improvement; develop solutions and implement improvements 

• Develop, implement, and track KPIs and other metrics to assure optimal team/department performance 

• Assure appropriate staff levels based on actual and anticipated caseload, develop and submit staffing plans as needed/requested 

• Maximize efficiency in all aspects of case preparation and submission and document firm processes 

• Develop and propose solutions/ideas for areas of concern.  Assure process documentation, training/user guides are updated and accurate 

• Facilitate daily team meetings and 1:1’s with Supervisors to review questions and any process updates 

• Accountable for facilitating skip-level meetings with indirect reports to support developing and improving processes 

• Assist managers with highly complex or unique situations for their teams 

• Ensure alignment with Firm and leadership annual and quarterly goals 

Essential Skills, Knowledge & Abilities 

• Demonstrated, successful experience identifying opportunities for process improvement/quality improvement, problem-solving ability and implementing solutions 

• Experience with LEAN methodology preferred 

• Experience with a remote workforce, particularly in Latin America, is preferred 

• Assembly-line or similar experience highly preferred 

• Spanish-speaking is a plus 

Minimum Qualifications 

• Bachelor’s degree in business, management, or related field.  4-6 years related experience may be substituted for a degree 

• 5-10 years management experience in a production-based environment