K&I Services Manager

Ogletree Deakins’ Knowledge and Innovation ("K&I") department has an opportunity for a highly skilled and motivated Manager to join the K&I Premium Services team. K&I Premium Services provides operational, data, technology, and program management support to attorney teams and clients across a portfolio of large scale client programs. As a Manager, you will lead a team within an assigned program workstream and play a critical role in overseeing and optimizing operations, process, projects and program initiatives.

This position will use tools and technologies with an eye toward innovative, data focused and process driven solutions that supply value to our clients.

This position will work closely with shareholders, attorney teams, members of the K&I team, our IT Department and other administrative departments.

• Collaborate with team members to establish and monitor key performance indicators (KPIs) and operational metrics.
• Monitor workstream performance using case, ticket, and task data from systems such as Salesforce and Smartsheet, and report on volume, trends, and bottlenecks.
• Lead, coach, and develop a team of analysts, program specialists, operational staff and/or data support staff.
• Develop and implement effective employee management strategies, including performance evaluation, training and development programs, and conflict resolution to enhance workforce productivity and satisfaction.
• Identify areas for process optimization and improvement. Implement solutions to enhance departmental efficiency and effectiveness.
• Delegates with clarity, assigning work based on skills and capacity while holding team members accountable for results.
• Adapts quickly when priorities change, rebalancing workload and keeping the team and stakeholders aligned.
• Provide input on staffing and capacity, including workload analysis that supports headcount planning.
• Facilitate effective meetings by preparing agendas, coordinating schedules, and ensuring productive discussions. Capture accurate, comprehensive meeting notes, action items, and decisions, and distribute them promptly to relevant stakeholders.
• Track department action items/tasks and follow up, ensuring accountability and timely completion of action items and deliverable deadlines
• Create and maintain detailed documentation of processes, procedures, and project milestones. Ensure that resources are clear, organized and easily accessible and usable by the team.
• Prepare program related communications and progress reports, making sure they are accurate, timely, and reviewed by the appropriate people before release.
• Collaborate with cross-functional teams, attorneys, and other stakeholders to define program requirements, gather necessary resources, and foster effective communication throughout all program initiatives.
• Identify potential risks and develop strategies to mitigate them, ensuring that program initiatives are delivered within scope, on time, and within budget.
• Protect client confidentiality and privileged information, and elevate matters that require attorney or Senior Manager judgment.
• Support change management for new tools, process changes, and program launches, including training, communication, and tracking of adoption.
• Monitor program functions and deliverables, track key metrics, and prepare regular status reports to update the Senior Manager and/or stakeholders on milestones, accomplishments, and challenges.
• Performs other duties as assigned.
• Manages team personnel:
  • Oversees workload, tasks, and projects
  • Recommends professional development needed to maintain and build team skills
  • Participates in hiring, onboarding, and training of team members
  • Manages schedules, including approval of time off, and approves timesheets
  • Performs annual performance reviews and partners with Human Resources and the Senior Manager on any performance-related issues

• Four year college or university degree or equivalent experience.
• 4+ years supervising or leading a team.
• 4+ years of experience in program or project management, operations, or a related area.
• Experience collaborating and influencing internal stakeholders.
• Outstanding written and verbal communication skills; ability to present to diverse audiences.
• Experience building workload, capacity, or program reporting, and comfort with CRM or case management systems.
• Analytical experience interpreting workload, volume, and performance metrics to guide staffing and priorities.
• Ability to exercise good business judgment and…