About the RoleYou'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 ForMust-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.
