Practice Support Manager

Who we are

BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes.

BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development and want to set you up for success here at BAL and beyond.

You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person.

You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team-oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

The Practice Support Manager manages the Practice Support team within a specific Partner(s) cluster, while optimizing legal performance within the cluster and maximizing use of legal resources.

• Leads strategic enablement of immigration program operations across high-volume complex immigration programs.
• Partners with attorneys and/or other operations department to design and implement workflow improvements, identify bottlenecks, and embed best practices across systems, templates, and processes.
• Manage a team of Practice Support Leaders within assigned Partner(s) cluster.
• Pursues and supports implementation of technological enhancement to optimize workflows.
• Manages program-wide service delivery, ensuring alignment with client expectations, SLAs, and operational goals.
• Analyzes historical data and capacity trends, as well as forecast upcoming case volume, to collaboratively support Partners/LOMO on appropriate staffing model.
• Serves as a key point of contact for client stakeholders on program-level decisions, delivery metrics, and service escalations.
• Identifies and leads firm-wide and team-level change management initiatives to improve scale, quality, and efficiency.
• Collaborates with legal leadership to develop and roll out new tools, templates, and systems that enhance delivery consistency.
• Demonstrates high autonomy in executing improvement plans and driving operational transformation.
• Tracks delivery metrics and recommends strategic adjustments to ensure equitable workload distribution and optimal performance.
• Provides strategic insights and recommendations to clients and HR representatives regarding program logistics, delivery trends, and service enhancements.
• Responds to escalations and recurring client concerns with urgency and professionalism, ensuring resolution and continuous improvement.
• Participates in and/or leads program-level reviews, client meetings, and service planning sessions.
• Owns training strategy for legal team members, including identifying skill gaps, assigning training plans, and facilitating onboarding for new workflows.
• Supports the development and implementation of scalable training programs aligned with evolving service standards and operational needs.

• 60% Program Management and Process Optimization
• 20% Team support, mentorship, and quality…