Document Processing Manager

Job Description

This is a combined role between Document Processing Manager and Legal Support Supervisor. The Document Processing Manager at Opensity Solutions oversees daily operations, workflow coordination, and workload distribution for the document processing team. This role serves as the primary liaison for internal and external stakeholders utilizing departmental services and ensures efficient, accurate, and timely document processing operations. The position is responsible for maintaining service quality, supporting team performance, and driving operational excellence. This is an exempt-level supervisory role with direct impact on service delivery and client satisfaction. The Client Relations Manager has a pivotal role responsible for client relationship management, operational leadership, business development, and financial oversight. This position plays a critical role in delivering exceptional service, driving client satisfaction, and ensuring retention within a high-growth business. Managing a team of up to 25 employees across one or more client sites, the Client Relations Manager brings extensive experience in delivering compelling solutions for clients. Additionally, this role provides thought leadership on strategy, trends, and best practices. Reporting to the Client Relations Director or the Vice President of Client Relations, the Client Relations Manager is accountable for day-to-day client operations, targets, and metrics.

ROLES & RESPONSIBILITIES:

• Oversee and manage day-to-day operations of the document processing department to ensure efficiency and accuracy
• Coordinate workflow distribution, special projects, and resource allocation across team members
• Manage employee performance, with HR support, to ensure adherence to company policies and performance standards
• Serve as the primary point of contact for clients and stakeholders regarding document processing needs, deadlines, and issue resolution
• Implement and maintain quality control processes to ensure accuracy and consistency of deliverables
• Monitor and report utilization, productivity, and operational metrics to leadership and clients
• Provide technical guidance, training, and support to ensure team efficiency and service quality
• Partner with recruiting and HR to support hiring, interviewing, and onboarding of new team members
• Test and troubleshoot system updates, applications, and process enhancements as needed
• Develop and maintain reporting, dashboards, and statistical performance metrics
• Review customer feedback and resolve service issues, ensuring timely remediation and follow-up
• Facilitate team meetings, performance discussions, and continuous improvement initiatives
• Develop and maintain documentation, including best practices, SOPs, and reference guides
• Foster a collaborative, service-oriented team culture focused on quality and accountability

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strong understanding of document processing operations, workflow management, and production environments
• Advanced knowledge of legal document procedures and professional services workflows (preferred in legal environment)
• Strong leadership and supervisory skills with ability to manage performance and team development
• Excellent communication skills, both written and verbal, with ability to interact across all organizational levels
• Strong organizational skills with ability to manage multiple priorities in a fast-paced environment
• Ability to analyze data, generate reports, and use metrics to drive operational improvements
• Strong problem-solving and decision-making skills with sound judgment under pressure
• High attention to detail and commitment to accuracy and confidentiality
• Ability to build strong working relationships with clients, attorneys, and internal stakeholders
• Proficiency with office technology and document management systems

QUALIFICATIONS:

Education: Bachelor's degree or equivalent experience required.

Experience: 3-5 years of supervisory or operations management experience, preferably in a legal, professional services, or document production environment.

Technical Skills: Proficiency with document management systems, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), reporting tools, and workflow tracking systems.

The Compensation range for this role is 76,000 to 85,000 USD per year and may be eligible for a bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

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