Implementation & Operations Lead

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

📋 Description

• Take charge of the entire implementation process — from editing and uploading legal retainers to activation — for the Retainer Program, Afterhours Support, and Always Connected Lead onboarding in a consultative manner.

• Guide clients through the initial three leads, proactively identifying gaps and coaching offices for optimal configuration.

• Foresee activation risks early, elevating systemic issues to the Director of Retained Leads with relevant context and recommendations.

• Maintain technical oversight of platform setup across various software applications.

• Collaborate with client services leadership on operational initiatives — including package cleanups, setup adjustments, and fulfillment challenges.

• Act as a reliable resource for client services team members and sales regarding complex accounts, escalations, and the setup of new programs.

• Contribute to process documentation, participate in PBI discussions, and develop scalable workflows that enhance team efficiency.

• Act as the final quality assurance checkpoint for large purchases and strategic accounts, performing comprehensive pre-launch QA reviews.

• Conduct proactive audits of account configurations to prevent errors from affecting clients.

• Work alongside the AI team to determine where bots and AI-enhanced tools can minimize manual efforts, enhance accuracy, and streamline implementation processes.

⛳️ Requirements

• A strategic thinker with keen attention to detail — you assess and enhance processes rather than merely executing them.

• Strongly preferred experience in contract review, client onboarding, or technical implementation.

• Ability to confidently advise clients directly on best practices, rather than just responding to inquiries.

• Skilled in managing multiple complex implementations concurrently without compromising accuracy.

• A genuine interest in AI and automation, with a focus on how emerging tools can revolutionize operations.

• Excellent cross-functional communication skills, engaging effectively with sales, client services, technical teams, and external clients.

🏝️ Benefits

• 3 Weeks Paid Time Off

• 12 Weeks of Guaranteed Paid Parental Leave

• Comprehensive Insurance Coverage (Medical, Dental, Vision, etc.)

• 401(k) Retirement Savings Plan

• Wellness Initiatives/Employee Assistance Program

• Rewards and Recognition Programs

• Career Development Opportunities