Operations Manager
Role Overview
Lead BEC Legal Systems’ Support and Professional Services teams and own client experience from incoming requests through resolution and from signed SOW through implementation delivery.
The role is remote and reports to the President. Estimated travel is 10–15% for Cincinnati office visits, client sites, and industry conferences.
BEC provides enterprise legal software, including MatterLink, Docket Enterprise, LegalBar, and Assemble-It.
Key Skills for This Role
Full Job Posting
Role and work arrangement
Lead BEC Legal Systems’ Support and Professional Services teams and own client experience from incoming requests through resolution and from signed SOW through implementation delivery.
The role is remote and reports to the President. Estimated travel is 10–15% for Cincinnati office visits, client sites, and industry conferences.
BEC provides enterprise legal software, including MatterLink, Docket Enterprise, LegalBar, and Assemble-It.
Support and Professional Services operations
- Establish Support-to-R&D processes for escalations, release readiness, defects, and at-risk clients; implement support tiers, service targets, checklists, and reporting.
- Select and implement a support tracking platform, consolidating documentation and Online Help into a maintained source prepared for AI-agent ingestion.
- Track ticket volume, backlog, ageing, response and resolution times, recurring defects, and client and product trends.
- Standardize project tracking across engagements and include Professional Services needs in platform evaluation.
- Redesign SOW workflows for request capture, scoping, approval, tracking, delivery, and Finance and P&L reporting.
- Develop team knowledge transfer plans and identify skill gaps.
Client, team, and improvement leadership
- Represent the Voice of the Customer, propose a retention strategy and resourcing, identify at-risk accounts, and follow up on NPS and survey feedback.
- Manage and develop both teams through regular 1:1s, ticket and project reviews, and structured feedback.
- Serve as escalation point for sensitive client issues and maintain client communication during outages, defects, and long-running issues.
- Apply AI to client responses, ticket triage, summarization, knowledge discovery, and documentation; verify client-facing AI output for accuracy and tone.
- Own a quarterly improvement initiative with measurable outcomes and work across R&D, Cloud Ops, Sales, and Finance.
Required qualifications
- Post-secondary degree or equivalent combination of experience and education.
- 7+ years in customer-facing technical support, professional services, or service delivery, including 3+ years leading, supervising, or mentoring a team.
- Experience operating professional services or implementation work, including scoping, SOWs, project tracking, and resourcing.
- Hands-on experience with legal practice, matter management, or document automation platforms.
- Experience establishing and securing adoption of service processes such as tiers, SLAs, escalation paths, project governance, knowledge management, or QA.
- Hands-on experience with helpdesk, ticketing, or PSA platforms, including reporting; commercial literacy; use of generative AI tools; and strong communication and data-driven decision-making skills.
- Comfort working independently and remotely in a lean organization.
Preferred qualifications
- Familiarity with Microsoft 365 and document management systems such as NetDocuments or iManage.
- Experience selecting or implementing a support or PSA platform; designing services commission or incentive plans; deploying client-facing AI support; owning a knowledge base; or working with cloud operations or hosted application support.
Initial success measures
Within six months, audit support and delivery operations, establish support cadences and published service targets, recommend a go-forward platform, launch a project tracker, and complete a knowledge base audit.
Within twelve months, both teams should use the selected system, improve response and resolution times, maintain a consolidated AI-ingested knowledge base, connect SOW activity to Finance reporting, and demonstrate AI adoption.
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