Operations Manager (Remote)

**Operations ManagerLead the People, Processes, Systems, and Performance Behind a Growing Immigration Law Firm** MRA Law Group is seeking an experienced, hands\-on **Operations Manager** to lead the day\-to\-day performance, accountability, systems coordination, and continuous improvement of our Operations Department. This is a leadership role for someone who knows how to turn expectations into execution. The Operations Manager will oversee the operational teams responsible for supporting our clients, attorneys, and case production functions, from the first phone call through ongoing client communication, administrative support, document handling, internal operational requests, and systems\-related execution. We are looking for someone who can manage people, build accountability, analyze performance, improve processes, coordinate systems support, solve problems, and create an Operations Department that runs consistently without requiring constant intervention from senior leadership. **What You Will Own** **Operations Leadership \& Team Management** You will provide leadership and accountability across the Operations Department, including: * Operations Team Lead * Telephone Receptionist Team Lead and Receptionists * Client CARE Team Lead and Client CARE Agents * Virtual Assistant * In\-Office Administrative Assistant * In\-Office Legal Assistant * Systems Administrator * Systems Developer You will establish clear expectations, ensure accountability, coach leaders and team members, identify performance issues early, and ensure the department has the structure, workflows, tools, and resources necessary to perform effectively. You will be expected to manage both people and execution. This includes ensuring that team leaders are leading, frontline employees are meeting expectations, and systems\-related support is helping the firm operate faster, cleaner, and more efficiently. **Operational Performance \& Accountability** You will: * Establish, monitor, and manage departmental and individual KPIs. * Review daily, weekly, monthly, and quarterly operational performance. * Hold team leaders accountable for the performance of their respective teams. * Identify performance trends, bottlenecks, capacity issues, recurring problems, and operational risks. * Develop corrective action and coaching plans when performance falls below expectations. * Ensure operational audits are completed and identified issues are addressed. * Build an environment where ownership, follow\-through, and accountability are part of everyday operations. The current Operations framework measures department efficiency, workflow effectiveness, error reduction, client communication compliance, client satisfaction, complaints, procedure compliance, system usage, documentation accuracy, team KPI achievement, audits, issue\-resolution time, process improvement, and operational risk identification. **Systems, Technology \& Operational Infrastructure** The Operations Manager w