Firm Mission Statement

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.   

Position Purpose

The Manager of In-Office Operations is responsible overseeing a team of Intake Office Coordinators by managing the overall client experience for current in-office clients and ensuring that their needs, expectations, and feedback are addressed. This role involves analyzing customer satisfaction data, leading a team focused on customer support, and implementing initiatives to enhance the customer journey. The ideal candidate should be customer-focused, data-driven, and have a passion for delivering excellent service. Additionally, the leader must be fluent in both English and Spanish.

Essential Job Functions & Responsibilities

Team Leadership:

• Supervise, mentor, and develop a team of Intake Office Coordinators by providing guidance, support, performance management, and payroll responsibilities to ensure high levels of productivity and morale
• Oversee and support IOC team member’s training and development

Customer Feedback Oversight:

• Collect and analyze customer feedback through surveys, client interactions, and testimonials to assess satisfaction levels
• Identify trends and issues from customer feedback, and recommend solutions to improve the overall in-office customer experience. May be responsible for leading changes
• Establish and maintain strong, trusted relationships with clients, anticipating their needs and proactively addressing concerns
• Identify opportunities for upselling or cross-selling additional services to existing clients based on their needs and feedback

Customer Satisfaction Strategy:

• Develop and execute customer satisfaction strategies aimed at improving retention and overall satisfaction
• Collaborate with other departments to align in-office customer satisfaction goals with company objectives
• Establish and track key performance indicators for customer satisfaction and ensure that strengths and areas of opportunity are being shared with overall teams

Administrative Leadership:

• Responsible for ensuring that IOC team is completing all required tasks and hold team accountable to responsibilities
• Oversees the submittal of client fingerprints by the IOC team members
• Accountable for ensuring that team members follow the payment and deposit process and follow all cash handling procedures properly

Issue Resolution and Escalation:

• Serve as the point of escalation for complex or high-priority in-office client complaints, questions, or issues
• Ensure that root causes of recurring issues are identified and corrective actions are implemented

Reporting & Analysis

• Prepare regular reports on in-office customer satisfaction metrics and present findings to senior leadership
• Use data and insights to track progress on satisfaction improvement goals and adjust strategies as needed

Essential Skills, Knowledge & Abilities

• Possesses excellent bilingual (English & Spanish) interpersonal and communication skills, both written and verbal
• World class customer service skills
• Ability to lead and develop teams and individuals
• Excellent time management skills with proven ability to meet deadlines and time manage themselves and others, including the ability to prioritize tasks to delegate when appropriate
• Strong analytical and problem-solving skills
• Highly proficient in Microsoft Office suite, Dropbox, and Case Management, or related software

Minimum Qualifications

• Bachelor’s degree in business management or related field preferred (5 or more years of experience may substitute for a degree)
• 3-5 years previous work experience leading a team in a similar field

Pay $75,000 - $80,000 / year