Head of Legal Operations

Job Description

Why Apply to New Frontier Immigration Law

At New Frontier Immigration Law, we don't just practice law. We fight for freedom, keep families together, and change lives,  including our own.

We're on a mission to impact 1 million immigrants across the U.S. This isn't just a workplace. It's a movement. We don't hire employees, we recruit people with empathy, grit, and purpose. People who turn "impossible" into "done."

If you want to use your operational, analytical, and leadership skills to build a system that ensures every client receives exceptional care and justice, you belong here.

Learn more about:

New Frontier Immigration Law here

Our Core Values here

Our Founder & CEO, Hillary Walsh here

Immigration Law here

Role Objective

We're seeking a Head of Legal Operations to transform our legal service delivery through hands-on client management, proactive case monitoring, and operational excellence.

This role combines direct client interaction with process improvement, ensuring every client receives exceptional service while building scalable systems for growth.

This role is intended to ensure both client happiness and operational excellence through hands-on involvement. Every immigrant we serve should feel seen, supported, and confident that their case is moving forward.

Key Responsibilities

Direct Client Management & Experience 

Handle escalated client concerns and de-escalate upset clients professionally

Conduct proactive client wellness checks throughout the case lifecycle

Own the entire refund process, investigating root causes, and implementing preventative measures

Design early intervention protocols for at-risk clients

Build and monitor client satisfaction metrics

Case Monitoring & Quality Assurance

Conduct regular case audits to ensure timely progress and compliance

Identify stalled cases and coordinate with attorneys for immediate action

Monitor case milestones and flag delays before clients notice

Ensure no client feels "forgotten" through systematic progress tracking

Develop quality benchmarks for case handling and resolution times

Risk Management & Compliance

Manage malpractice insurance and claims coordination

Track and ensure 100% CLE compliance for all attorneys

Oversee all bar complaints in partnership with ethics counsel Nancy Greenlee

Analyze complaint patterns to implement preventative measures

Maintain compliant client retainer agreements

Ensure adherence to bar rules and trust accounting requirements

Process Optimization & Training 

Design scalable workflows from intake through resolution

Create templates, checklists, and playbooks

Develop and deliver training on client communication and case management

Implement technology solutions for case tracking and client updates

Build knowledge management systems

Performance Analytics & Reporting 

Track KPIs: client satisfaction, case progress, refund rates, complaint resolution

Build dashboards for real-time operational visibility

Report to leadership with actionable recommendations

Measure ROI of client service initiatives

Competencies

Client-Driven Leader: Balances empathy with accountability and results

Operational Thinker: Builds scalable systems that enhance both service quality and efficiency

Data-Driven Decision Maker: Uses metrics and feedback to improve performance

Strong Communicator: Handles sensitive client conversations with grace and clarity

Ethically Grounded: Upholds compliance, transparency, and integrity at all times

Requirements

5+ years in legal operations, client services, or law firm management

Exceptional client communication and de-escalation skills

Experience with case management and quality assurance

Strong understanding of legal ethics and compliance requirements

Proven ability to handle difficult conversations with empathy and professionalism

Detail-oriented with strong organizational skills

Preferred

Experience in immigration law or high-volume practices

Bilingual (English/Spanish) strongly preferred

Customer service or client success background

Familiarity with legal technology platforms

Experience managing bar complaints or ethics issues

Key Success Metrics

Client satisfaction scores above 90%

Refund rate reduced to near zero

Zero cases "stalled" for more than the designated timeframes

Clients successfully retained and satisfied

100% CLE and ethics compliance

Proactive touch rate: 100% of clients receive wellness checks

Why This Role Matters

At New Frontier Immigration Law, this isn't just legal operations. It's operational justice!

Every process you streamline, every client you retain, and every complaint you prevent brings families one step closer to freedom and safety.

Join us in building a legal system that cares deeply, operates efficiently, and delivers hope at scale.