Operations Manager

Operations Manager

Location:

Remote

Reports To:

President, BEC Legal Systems Travel:
Estimated 10-15%: periodic visits to the Cincinnati office, client site visits, and industry conferences (e.g., ILTACON)

BEC Legal Systems has served the legal community for decades, evolving from its roots in Cincinnati, Ohio into a trusted provider of enterprise software for law firms and corporate legal departments nationwide. Our BEC Core Relate Framework - including Matter Link, Docket Enterprise, Legal Bar, and Assemble-It - helps legal teams manage attorney calendars, track matters, and automate document creation directly within the Microsoft Office environment they already rely on.

Our clients stay with us because our team knows their firms, their workflows, and their deadlines. As we modernize how we deliver service - new tooling, a real knowledge base, a disciplined project and SOW process, and AI woven into how the work gets done - we are hiring a leader to own both functions and make delivery and responsiveness a competitive advantage.

As Operations Manager, you will lead BEC’s Support and Professional Services teams and own the client experience across both - from the moment a request arrives through to resolution, and from signed SOW through to delivered implementation. You will set the standards, cadences, and systems the two functions run on, and you will own the operational initiatives that bring them up to a consistent, measurable standard.

This is a leadership role with real operational build ahead of it and future leadership potential. BEC is a lean organization, so you will stay close to the work - reviewing tickets and projects, joining escalations, and meeting clients directly - while leading the team and the strategy.

• Support Operations:
  Establish a standing working rhythm with R&D covering escalations, release readiness, known defects, and at-risk clients - with agreed entry criteria, required information, ownership, and expected turnaround.
• Implement support tiers, baseline response and resolution targets by severity, and a documented escalation checklist; track performance against them and report weekly.
• Lead the assessment of the current support tracking system and determine the go-forward vendor - needs assessment, selection against business requirements, workflow configuration, implementation, and team training and change management.
• Audit and consolidate internal documentation and Online Help into a single trusted source, prepared for AI-agent ingestion, with a defined ownership and update process so it does not go stale.
• Build and maintain the operational reporting to measure volume, backlog and ticket ageing, response and resolution times, recurring defect clusters, and client-level and product-level trends.
• Professional Services:
  Create and roll out a standardized project tracker giving consistent visibility of status, milestones, resourcing, and delivery risk across every active engagement.
• Evaluate the current system’s capabilities from a Professional Services perspective and feed those requirements into the go-forward vendor decision, so one platform decision serves both functions.
• Redefine the SOW process end to end so client requests are captured, scoped, approved, and tracked as they flow through Professional Services and Operations and into Finance and P&L reporting.
• Develop knowledge transfer strategy across the team, identify skill gaps, and turn those findings into a development plan.
• Client Health and Retention:
  Act as Voice of the Customer, surfacing priorities and risks to the leadership team.
• Develop a formal retention strategy and propose the resource plan required to execute it.
• Identify…