Legal Operations Director at New Frontier Immigration Law

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
  
• Our Core Values
  
• Our Founder & CEO Hillary Walsh
  

Role Objective

We’re seeking a Legal Operations Manager (or Director of Legal Operations, depending on experience) to transform how we deliver legal services through proactive client management, process optimization, and operational excellence.

This is a client experience and performance leadership position that ensures every immigrant we serve feels seen, supported, and confident that their case is moving forward.

You will build systems, manage processes, and coach teams so that every client receives the care, communication, and results they deserve.

Key Responsibilities

• Client Management & Experience (30%)
• Handle escalated client concerns and de-escalate issues with empathy and professionalism.
• Conduct proactive “client wellness checks” throughout the case lifecycle.
• Oversee the refund process, analyze root causes, and implement preventive strategies.
• Build systems to monitor and improve client satisfaction — targeting $0 refunds through proactive care.

Case Monitoring & Quality Assurance (25%)

• Audit cases regularly to ensure timely progress and compliance.
• Identify stalled cases and coordinate with attorneys for immediate action.
• Monitor milestones, prevent delays, and ensure no client feels “forgotten.”
• Develop and track quality benchmarks for case handling and resolution.

Risk Management & Compliance (20%)

• Oversee malpractice insurance, bar complaints, and ethics compliance.
• Track CLE compliance for all attorneys.
• Maintain compliant retainer agreements and trust accounting procedures.
• Identify and mitigate potential legal and operational risks.

Process Optimization & Training (15%)

• Design scalable workflows, templates, and communication playbooks.
• Train teams on best practices in client communication, case tracking, and operational systems.
• Implement technology solutions for visibility and accountability.
• Build knowledge management tools that empower autonomy and excellence.

Performance Analytics & Reporting (10%)

• Define and track KPIs (client satisfaction, case progress, refund rate, complaint resolution).
• Build dashboards for real-time visibility and accountability.
• Deliver insights and recommendations to leadership for continuous improvement.

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.
• Proven experience managing client experience, performance metrics, and quality assurance.
• Deep understanding of legal ethics, bar compliance, and case management.
• Excellent communication and de-escalation skills.
• High attention to detail and exceptional organizational ability.

Preferred

• Background in immigration law or other high-volume legal practices.
• Bilingual (English/Spanish) strongly preferred.
• Experience managing bar complaints or ethics issues.
• Familiarity with legal tech platforms and CRM systems.

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.