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Client Engagement Operations Manager (Complex Litigation)

United States

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys in all 50 states, to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6,000 employees are all united by one mission: For the People.

Summary

We are seeking a Client Engagement, Operations Manager to join our team. As a Client Engagement, Operations Manager you are responsible for ushering clients through the initial stage of their case work up. You work directly with Case Operations leadership to ensure clients’ initial interactions with Morgan & Morgan are fruitful and delightful.

This role requires operational excellence and a strategic mindset, alongside the empathy to influence and the vision to lead. This successful candidate will be highly organized, data-driven, enterprising, and a fast learner.

Responsibilities

  • Serve as the key liaison between Activation and Case teams, ensuring seamless communication, productivity, and the delivery of high-quality results aligned with organizational goals
  • Design and oversee a multi-channel client engagement protocol to gather essential information to evaluate the viability of a client’s claim
  • Manage outside vendor responsible for outbound call program, including oversight of staffing, development of training, and evaluation of performance toward target KPIs
  • Conduct regular check-ins, performance reviews and audits on team productivity and outputs, providing regular status updates, performance reports, and escalation of risks/issues to leadership and key stakeholders
  • Monitor and evaluate performance of all inbound and outbound client communications, across vendor agents, case staff, email marketing, and SMS campaigns
  • Identify opportunities for improvement - across SOP, scripts, training, management, etc. – and execute new initiatives and outreach campaigns to drive improved outcomes
  • Collaborate with tech, product, and marketing teams to set up and troubleshoot all systems required to facilitate seamless client outreach and inbound communication

Requirements

  • 3+ years of work experience in management consulting or operations, ideally with exposure to Client Success or Client Experience teams
  • Excellent problem-solving and structured thinking skills, with proficiency analyzing data and extracting actionable insights to inform decision-making
  • Client-centric operational leader with a passion for building and refining processes
  • Experience designing and managing campaigns across email, text, phone
  • Comfort working autonomously in fast-paced environment across multiple high-priority projects 

Bonus Points

  • Experience with Salesforce, Marketing Cloud, or other CRMs and Email / Text Campaign tools
  • Experience managing 3rd party vendor relationships

#LI-AP1

Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff.  For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan,  paid time off and paid holidays.

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Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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