Strong written and verbal communication skills with direct client-facing experience
Ability to drive cross-functional initiatives without direct authority
Process-oriented with a history of identifying and eliminating inefficiencies
(Nice-to-have) Proficiency in SQL and operational data analysis
(Nice-to-have) Familiarity with automation tools and process improvement methodologies
Responsibilities
Own operational health for a defined portfolio of enterprise clients end-to-end
Serve as the primary operational contact for HR teams, recruiters, and beneficiaries
Monitor case progress and flag risks to attorneys before they escalate
Coordinate cross-functional work across Legal, Billing, Finance, Product, and Engineering
Lead operational escalations with clear ownership and timely resolution
Identify bottlenecks and partner with Engineering to automate workflows
Build SOPs, playbooks, and documentation to support business scaling
Benefits
Opportunity to shape operational processes in a growing company
Engagement with cross-functional teams to drive improvements
Direct impact on client experience and satisfaction
Involvement in high-stakes problem-solving
Dynamic work environment in NYC
Full Job Description
About the Role
You'll own the end-to-end operational experience for a portfolio of enterprise clients navigating the immigration process - from onboarding through case completion. This isn't a reactive support role: you'll coordinate across Legal, Billing, Product, Engineering, Sales, and Finance to proactively resolve friction before it reaches clients. As Manifest scales, your work compounds - every process you improve and every manual workflow you eliminate affects hundreds of clients and thousands of beneficiaries. What You'll Do
Own operational health for a defined portfolio of enterprise clients end-to-end
Serve as the primary operational contact for HR teams, recruiters, and beneficiaries
Monitor case progress and flag risks to attorneys before they become escalations
Coordinate cross-functional work across Legal, Billing, Finance, Product, and Engineering
Lead operational escalations with clear ownership and timely resolution
Identify bottlenecks and manual workflows; partner with Engineering to automate them
Build SOPs, playbooks, and documentation that help the business scale
What We're Looking For
Must-haves:
3+ years in operations, client success, customer operations, or program management
Proven ability to manage multiple enterprise client relationships simultaneously
Strong written and verbal communication with direct client-facing experience
Skilled at driving cross-functional work forward without direct authority
Process-oriented with a track record of identifying and eliminating inefficiencies
Nice-to-haves:
SQL proficiency and comfort with independent operational data analysis
Experience with automation tools, AI workflows, or process improvement methodologies
Prior experience partnering with Product and Engineering teams
This is for you if....
You want to own complex operational problems from start to finish, not just triage them. You see inefficient processes as problems to fix, not facts of life. You're energized by high ownership and shaping how a growing company operates. This is not for you if....
You prefer clearly scoped, narrowly defined responsibilities over broad ownership. You gravitate toward reactive support rather than proactive problem-solving. You're looking for a remote or hybrid arrangement - this role is fully in-person in NYC.
