Manager, Client Operations

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology. At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength. Role Description: The Operations Manager leads the operations function supporting Support Operations and Client Success Operations. Reporting into functional leadership, this role partners directly with Vice Presidents and Directors across each area to translate strategic vision into executable operational plans. The Operations Manager owns the creation, implementation, and ongoing monitoring of process metrics and KPIs — enabling functional leaders to focus on execution while operations ensures the underlying processes, reporting, and special projects run smoothly. This is a leadership role with direct reports in Support Operations and Client Success Operations. Responsibilities: Manage and develop the Support Operations and Client Success Operations teams, providing coaching, goal-setting, and performance management. Partner with Vice Presidents and Directors in Support and Client Success to understand strategic priorities and translate them into operational plans and workflows. Coordinate and drive special projects on behalf of functional leadership, ensuring cross-functional alignment, timely delivery, and measurable outcomes. Design, implement, and maintain process metrics and KPIs that give functional leaders clear visibility into operational health and team performance. Build and maintain dashboards and reporting cadences that surface actionable insights for leadership decision-making. Continuously evaluate and improve operational processes, removing bottlenecks so functional teams can focus on client-facing execution. Establish and enforce standard operating procedures across Support Operations and Client Success Operations to ensure consistency and scalability. Identify opportunities for automation and tooling improvements that increase operational efficiency and reduce manual effort. Serve as the operational point of contact between Support, Client Success, and other internal departments, ensuring smooth handoffs and communication. Lead capacity planning and resource allocation to ensure operations teams are appropriately staffed and aligned to business needs. Monitor trends in operational data, proactively flagging risks or opportunities to functional leadership. Drive a culture of accountability, continuous improvement, and operational excellence across the operations function. Qualifications: Bachelor's degree in Business Administration, Operations Management, or a related field. A master's degree or relevant certifications (e.g., Six Sigma, PMP, ITIL) are a plus. 5+ years of experience in operations management, process improvement, or a related role, including at least 2 years in a people management capacity. Demonstrated experience partnering with senior leaders (VP/Director level) to drive strategic initiatives and operational improvements. Strong ability to design and implement process metrics, KPIs, and reporting frameworks. Proven track record of managing cross-functional special projects from initiation through delivery. Proficiency in data analysis and reporting tools (e.g., Excel, SQL, Tableau, Power BI) and operational platforms. Excellent communication and presentation skills with the ability to influence stakeholders at all levels. Experience in a SaaS, legal technology, or professional services environment is strongly preferred. Strong organizational skills with the ability to manage competing priorities across multiple teams. A process-oriented mindset with a passion for building scalable, repeatable operations. Ability to lead through change and foster a culture of continuous improvement.