Legal Systems Program Manager, Assigned Counsel Plan

About the Role

ACP is seeking a Legal Systems Program Manager to architect and operate the legal systems that support core business operations, including case management, attorney assignments, contracting, provider engagement, data analytics, reporting, and workflow management.

• Serve as business‑side product owner for the Salesforce‑based Case Management System.
• Partner with the CMS Administrator to design, test, document, and implement enhancements, dashboards, reports, and user‑facing tools.
• Analyze case management, attorney assignment, contracting, payment, reporting, and provider‑support workflows to identify opportunities for automation, standardization, and risk reduction.
• Translate operational needs into clear business requirements, user stories, testing plans, workflow maps, and implementation guidance.
• Develop and maintain dashboards, reports, and performance metrics to support leadership visibility into caseloads, provider activity, contracting status, workflow performance, turnaround times, and operational risks.
• Provide hands‑on user support and guidance to staff and legal providers navigating the CMS, including workflow questions, system functionality, and escalation of technical problems.
• Coordinate with IT, vendors, and system administrators to resolve platform issues, manage enhancements, and support system reliability.
• Support change management for new system features, process updates, and workflow improvements.
• Identify opportunities to responsibly leverage automation, analytics, and emerging legal technology tools to improve efficiency.
• Perform other related duties as assigned.

• Baccalaureate degree from an accredited college or university.
• Associate degree from an accredited college or university and two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities.
• Four‑year high school diploma, or its educational equivalent approved by a state’s Department of Education or a recognized accrediting organization and four (4) years of experience as described above.
• Satisfactory combination of education and/or experience equivalent to that described above.

• Experience in legal operations, court operations, indigent defense administration, public‑sector program management, case management systems, or legal technology implementation.
• Strong understanding of how legal‑service delivery, attorney assignment, case tracking, provider management, contracting, and reporting workflows operate in a complex environment.
• Experience working with Salesforce, Legal Stratus, case management systems, contract management platforms, workflow tools, or similar enterprise systems.
• Ability to translate business needs into system requirements and practical solutions.
• Experience developing dashboards, reports, metrics, workflow maps, SOPs, training materials, or system documentation.
• Strong analytical skills and comfort working with data to identify trends, performance issues, process gaps, and opportunities for improvement.
• Strong project management skills, including ability to manage timelines, competing priorities, implementation steps, stakeholder feedback, and follow‑through.
• Ability to balance system design, user experience, operational compliance, and public‑sector accountability.
• Experience supporting system adoption, training, change management, and user engagement.
• Familiarity with confidentiality, privacy, records management, cybersecurity, and access‑control considerations in legal or government settings.
• Familiarity with New York City government, criminal court operations, indigent defense, assigned counsel practice, or Article 18‑B representation is a plus.

New York City is an inclusive equal‑opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic.