Client Service Manager – US Business Immigration

This is a fully remote position, open to applicants in Texas.

📋 Description

• Supervise daily client services and operational execution for one or more client accounts.

• Act as a central point of coordination among client stakeholders, engagement leadership, and legal teams.

• Establish and nurture relationships with client stakeholders and the engagement team.

• Manage service expectations and convert client needs into operational practices.

• Design, document, execute, and sustain SOPs, workflows, playbooks, and escalation protocols.

• Track case progression, milestones, outstanding actions, and dependencies.

• Monitor KPIs, SLAs, and operational performance indicators.

• Oversee periodic and ad hoc client reporting.

• Handle client inquiries, operational issues, and escalations.

• Identify process inefficiencies and implement ongoing improvements, standardization, and automation.

• Collaborate across functions to address bottlenecks and align priorities.

• Support client onboarding, account transitions, and operational modifications.

• Coordinate data integrity assessments and resolve discrepancies.

• Develop client-facing communications, process documentation, FAQs, and templates.

• Organize client service meetings and quarterly business reviews.

• Adhere to the firm’s code of ethics, professional standards, and business conduct.

⛳️ Requirements

• At least 6 years of relevant experience in client service management, service delivery, account operations, or a similar operational management role.

• Preferred experience in professional services, legal services, immigration, global mobility, or another intricate, service-oriented environment.

• Proven experience in overseeing operational service delivery for client accounts.

• Experience in designing, documenting, implementing, and enhancing SOPs, workflows, escalation procedures, and service delivery controls.

• Experience in monitoring case workflows, service commitments, KPIs, and SLAs.

• Strong skills in client relationship management.

• Ability to coordinate activities across various teams and manage competing priorities effectively.

• Experience with case management systems, operational dashboards, reporting platforms, or similar tools.

• Strong analytical capabilities.

• Experience in supporting client onboarding, operational transitions, process implementation, or change management initiatives.

• Excellent organizational and time management abilities.

• Strong written and verbal communication skills.

• High attention to detail and sound judgment.

• Proactive, solutions-oriented approach.

• Preferred experience in immigration services, global mobility, legal operations, or professional services.

• Experience managing multiple client accounts or complex, high-volume operational settings is preferred.

• Familiarity with immigration case management processes, client reporting requirements, and service performance metrics is preferred.

• Experience in facilitating client service reviews or quarterly business reviews is preferred.

• Proficiency in Microsoft Excel, Power BI, Alteryx, or similar reporting and analytics tools is preferred.

• Experience in supporting process automation, workflow optimization, or operational transformation initiatives is preferred.

🏝️ Benefits

• Opportunities for professional development.

• A collaborative, globally connected work environment.

• An innovation-focused culture.

• Career advancement opportunities.